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Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Anne Morriss, Frances Frei

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Acknowledgments

One of the gifts of working in academia is that you are surrounded by people who devote themselves to the art of education. They have no choice but to teach, and you have no choice but to learn, more often than not from every conversation. Throughout the book we have tried to celebrate the thinkers who have influenced us along the way, many of them colleagues who drive into the same parking lot every day. No doubt, we have fallen short.

We owe a particular debt of gratitude to the breakthrough work on services done by Ben Schneider and David Bowen, authors of Winning on Service, and Earl Sasser, Jim Heskett, and Len Schlesinger, authors of The Service Profit Chain. By capturing the importance of organizational design and the vital ...

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