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The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business by Richard Chase, Sriram Dasu

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ENDNOTES

CHAPTER 1

1. Scott C. Beardsley, James M. Manyika, and Roger P. Roberts, “The Next Revolution in Interactions,” McKinsey Quarterly, November 2005, 63–75.

2. See J. H. Fleming, et al., “Manage Your Human Sigma,” Harvard Business Review, July–August 2005, 2–10.

CHAPTER 2

1. Joseph LeDoux, The Emotional Brain (New York: Touchstone, 1996).

2. Jonathan Barsky and Lenny Nash, “Employee Satisfaction Tied to Emotions, Company Beliefs,” Hotel and Motel Management, Hotel/Motel.com, November 15, 2004.

3. Kevin Keller, Strategic Brand Management, 3rd ed. (Englewood Cliffs, NJ: Prentice Hall, 2008).

4. S. Das, C. Ellis, and C. Stenger, “Managing Tomorrow’s Brands: Moving from Measurement Toward an Integrated System of Brand Equity,” Journal of Brand ...

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