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World-class customer satisfaction /
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The innovation edge : creating strategic breakthroughs using the voice of the customer /
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Smart is not enough! : the South Pole theory and other powerful talent management secrets /
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Recognizing and rewarding employees /
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Services marketing : integrating customer focus across the firm /
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How to manage problem employees : a step-by-step guide for turning difficult employees into high performers / Glenn Shepard.
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Performance appraisals /
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Supervision : concepts and skill building /
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Thresholds of Motivation : The Corporation as a Nursery for Growth /
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Predicting market success : new ways to measure customer loyalty and engage consumers with your brand /
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Marketing strategy : a decision-focused approach /
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Business as war : battling for competitive advantage /
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Fundamentals of selling : customers for life /
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Customer service : skills and concepts for success /
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Customer relationship management : emerging concepts, tools, and applications /
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Leadership : research findings, practice, and skills /
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The Power of Positive Leadership /
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Workforce wake-up call : your workforce is changing, are you? /
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Market leadership strategies for service companies : creating growth, profits, and customer loyalty /
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Increasing hits and selling more on your Web site /
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The brand marketing book : creating, managing, and extending the value of your brand /
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The seven lost secrets of success : million dollar ideas of Bruce Barton, America's forgotten genius /
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Strategic human resource development /
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Management of occupational safety health and environment /