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Gemba walks for service excellence : the step-by-step guide for identifying service delighters /

Petruska, Robert

Gemba walks for service excellence : the step-by-step guide for identifying service delighters / Robert Petruska - Boca Raton, FL : Taylor & Francis, c2012 - xiv, 85 p. : ill. (some col.), photos ; 28 cm. + 1 CD-ROM

Includes index

ISBN: 9781439886748

Subjects--Topical Terms:
Customer services
Organizational effectiveness
Customer relations

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