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Includes bibliographical references and index.
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{{cite book|author=Roger Cartwright |date=1997 |title=In charge of customer satisfaction |url=https://archive.org/details/inchargeofcustom0000cart |publication-place=Oxford |publisher=Blackwell Publishers |isbn=0-631-20087-8 |lccn=96023266 |oclc=34782739 |ol=985444M}}