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Journal Articles

Delighting Customers: The Ten‐step Approach to Building a Customer‐driven Organization

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Peter Donovan, Timothy Samler
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (1994) 4 (6): 38–43.
https://doi.org/10.1108/EUM0000000003940
Published: 01 December 1994
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