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Harvard Business Review|August 7, 1991
The service-driven service companyL A Schlesinger, J L Heskett
Harvard Business Review|June 8, 1990
The profitable art of service recoveryC W Hart, J L Heskett, W E Sasser
Harvard Business Review|February 11, 1979
Choosing strategies for changeJ P Kotter, L A Schlesinger
Sloan Management Review|January 3, 1993
Guarantees come to professional service firmsC W Hart, L A Schlesinger, D Maher
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