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.
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Zeithaml, V., Parasuraman, A., and Berry, L., Delivering Quality Service, The Free Press, New York, 1990.
Normann
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