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	1.	Zero defections: quality comes to services. [electronic resource] by Reichheld, F F Sasser, W E Producer: 19901113 In: Harvard business review vol. 68 Availability: No items available. Save to lists Add to cart (remove)
	2.	Let first-level supervisors do their job. [electronic resource] by Sasser, W E Leonard, F S Producer: 19800423 In: Harvard business review vol. 58 Availability: No items available. Save to lists Add to cart (remove)
	3.	The new product development map. [electronic resource] by Wheelwright, S C Sasser, W E Producer: 19890703 In: Harvard business review vol. 67 Availability: No items available. Save to lists Add to cart (remove)
	4.	The profitable art of service recovery. [electronic resource] by Hart, C W Heskett, J L Sasser, W E Producer: 19900827 In: Harvard business review vol. 68 Availability: No items available. Save to lists Add to cart (remove)

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