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7 Tenets of Taxi Terry: How Every Employee Can Create and Deliver the Ultimate Customer Experience

BigLaw: Money and Meaning in the Modern Law Firm (Chicago Series in Law and Society)

Business Services in European Economic Growth

Call Centres and Human Resource Management

Chapter 2: Inquiry Pedagogy e-chapter

Chapter 8: Classroom Interactions e-chapter

Competing Against Luck: The Story of Innovation and Customer Choice

Design for Six Sigma for Service (Six SIGMA Operational Methods)

Essential Operations Management

Healthcare Investing: Profiting from the New World of Pharma, Biotech, and Health Care Services (McGraw-Hill Finance & Investing)

Intervention in the Modern UK Brewing Industry

Legendary Service: The Key is to Care

Milady Standard Cosmetology

The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business: Managing Emotions, Trust, and Control to Win Your Customer's Base

The Oxford Handbook of Professional Service Firms

Work and Life in the Global Economy: A Gendered Analysis of Service Work

You Can't Win a Fight with Your Client