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HEY, I'M THE CUSTOMER (FRONT LINE TIPS FOR PROVIDING SUPERIOR CUSTOMER SERVICE)
Ron Willingham
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The Academy of Management Review Vol.21, No.4, October 1996
Susan E. Jackson
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INTRODUCTORY ECONOMICS
Marilu Hurt McCarty
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Communication of Innovations A CROSS-CULTURAL APPROACH Second Edition
Everett M. Rogers - F. Floyd Shoemaker
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How to Measure Attitudes
Lynn Lyons Morris - Carol Taylor Fitz-Gibbon - Marlene E. Henerson