Normann, Richard, Service Management, Wiley & Sons, New York, 1984.
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Berry, Leonard L., Discovering the Soul of Service – The Nine Drivers of Sustainable Business Success, The Free Press, New York, 1999.
Zeithaml, V., Parasuraman, A., and Berry, L., Delivering Quality Service, The Free Press, New York, 1990.
Mainwaring, Simon, We First – How Brands and Consumers Use Social Media To build a better world, Palgrave MacMillan, New York, 2011.
Normann
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