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Achieving Service Excellence by C. M. Chang

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References

Alonso, G., Casati, F., Kuno, H., & Machiraju, V. (2004). Web services: Concepts, architectures and applications, New York: Springer.

Anonymous (2008). Reducing operations costs and improving customer experience with HP SOA management, IDC business value spotlight # 08C5613 (August). Palo Alto, CA: Hewlett Packard and Company.

Anonymous (2010). Failure mode and effects analysis in health care: Protective risk reduction (3rd ed.), Oak Brook, IlL: Joint Commission Resources Inc.

Anonymous (2012). Global trends 2030: Alternative worlds, Washington, D.C.: National Intelligence Council.

Amabile, T. M. (1998). How to kill creativity? (HBR OnPoint Enhanced Edition), Harvard Business Review, 76(5), 76–87.

Ayers, J. B. (ed.) (2006). Handbook ...

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