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McGraw-Hill Education 2010; US$ 29.95Don't ask your customers, "How is OUR service doing?" Ask them, "How are YOU doing?" Advance praise for Service Innovation: "To the CEOs of all service companies I deal with: READ THIS BOOK!" -- Dave Wascha, senior director, Bing Product Management, Microsoft Corporation "Lance Bettencourt deftly blends his academic and consulting... more...
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