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AuthorGross, T. Scott
TitleWhy service stinks-- and exactly what to do about it! / by T. Scott Gross
Imprint Chicago : Dearborn Trade Pub., c2004
Descript ix, 229 p. : ill. ; 23 cm


Part 1: It's all about the team -- Part 2: Personality theming - the research and methodology -- Part 3: It's all about the boss -- It's all about the customer

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