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Achieving Service Excellence by C. M. Chang

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Notes

Chapter 1

1. Demirkan, Spohrer, and Krishma (2011).

2. Karwowski and Salvendy (2010).

3. Ng, et. al. (2011).

4. Hefley and Murphy (2010).

5. U.S. Bureau of Labor Statistics (2010).

6. Kaplan and Norton (2007).

7. Person (2013).

8. Chang (2010).

Chapter 2

1. Fitzgerald, Wankerl, and Schramm (2011).

2. Leonard (2011).

3. Chesbrough (2011).

4. Sundbo and Toivonen (2012).

5. Govindarajan (2012).

6. Michalko (2006).

7. Kelley and Littman (2001).

8. Gertner (2012).

9. Seelig (2012).

10. Stickdom (2009).

11. Brown (2009).

12. Chang (2011).

13. Chang (2011a).

14. Kohn and Smith (2010).

15. Amabile (2009).

16. Chang (2012).

17. Chang (2011b).

18. Chang (2011c).

19. Hamel (2002).

20. Cooper (2011).

21. Gallaher, Link, and Petrusa (2006).

22. McKinney ...

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