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Psychology of gift-giving

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Beschwerdemanagement Excellence : State-of-the-Art und Herausforderungen der Beschwerdemanagement-Praxis in Deutschland

Service Quality and Management

Dienstleistungsnetzwerke: Dienstleistungsmanagement Jahrbuch 2003

Wertschopfungsprozesse bei Dienstleistungen: Forum Dienstleistungsmanagement

Dienstleistungsmarken: Forum Dienstleistungsmanagement

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Serviceorientierung im Unternehmen: Forum Dienstleistungsmanagement

Dienstleistungsmanagement Jahrbuch 2001: Interaktionen im Dienstleistungsbereich

Electronic Services: Dienstleistungsmanagement Jahrbuch 2002

Kundenintegration: Forum Dienstleistungsmanagement

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Dienstleistungsmanagement Jahrbuch 2000: Kundenbeziehungen Im Dienstleistungsbereich

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Zufriedenheitsorientierte Steuerung des Customer Care: Management von Customer Care Partnern mittels Zufriedenheits-Service Level Standards

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