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1 Managing the Service-Profit Chain “Put customers and front-line employees first!” “Exceed your customers' expectations and needs. “Know things about. - ppt download
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The Service Profit Chain | Book by W. Earl Sasser Jr., Leonard A. Schlesinger, James L. Heskett | Official Publisher Page | Simon & Schuster
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The Service-Profit Chain: Reflections, Revisions, and Reimaginations - Jens Hogreve, Anja Iseke, Klaus Derfuss, 2022
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