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Zemke, Ron's books list

No.	Title	Publish Year
1.	The Services edge : 101 companies that profit from customer care	1989
2.	Service magic [electronic resource] : the art of amazing your customers	2003
3.	Generations at work : managing the clash of veterans, boomers, xers, and nexters in your workplace	2000
4.	E-service : 24 ways to keep your customers when the competition is just a click way	2001