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	1.		Best practices : building your business with customer-focused solutions Robert Hiebeler, Thomas B. Kelly, and Charles Ketteman by Hiebeler, Robert Kelly, Thomas B Ketteman, Charles Arthur Andersen & Co Publication details: New York Simon & Schuster c1998 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.812 HIE.
	2.		Discovering the soul of service : the nine drivers of sustainable business success Leonard L. Berry by Berry, Leonard L Publication details: New York Free Press 1999 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.812 BER.
	3.		Service operations management Richard Metters, Kathryn King-Metters, Madeleine Pullman by Metters, Richard King-Metters, Kathryn Pullman, Madeleine Publication details: New Delhi Cengage Learning India Private Ltd 2009 Availability: Items available for loan: Anna Centenary Library (1).

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