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Harvard Business Review|October 6, 1991
How does service drive the service company?M R Quinlan, R Zemke, J Snider, et al.Harvard Business Review|October 7, 1984
Medicare on the critical list. Understanding the etiology of the disease will help in the search for a cureJ M Malloy, D B Skinner, I Saphire-BernsteinHarvard Business Review|June 21, 2001
Want to perfect your company's service? Use behavioral scienceR B Chase, S DasuHarvard Business Review|February 24, 2001
Integration managers: special leaders for special timesR N Ashkenas, S C FrancisPageof 118