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1

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Service management : operations, strategy, and information technology

by Fitzsimmons
Published 2008

2

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Delivering quality service : balancing customer perceptions and expectations

by Zeithaml
Published 1990

3

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Service management : operations, strategy, information technology

by Fitzsimmons
Published 2011

4

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Services marketing : integrating customer focus across the firm

by Zeithaml
Published 2009

5

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Services management in Asia Pacific : issues and challenges

Published 2008

6

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Student resource CD-ROM to accompany service management [ Operations, strategy and information technology

by Fitzsimmons
Published 2008