Acknowledgments
Many individuals provided valuable input toward the preparation of Superior Customer Value, 3rd edition. First and foremost, I thank Rich O’Hanley, publisher at CRC Press, for believing in Superior Customer Value (again). Lara Zoble, associate editor, provided sound guidance throughout the book development process.
Second, I must recognize William C. Johnson, coauthor of the first two editions. While Bill reluctantly passed on writing yet another textbook, he graciously contributed two case studies (Harrah’s and Publix), prepared ...
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