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1. 
Cover image for The quality library : a guide to staff-driven improvement, better efficiency, and happier customers
2. 
Cover image for Do the right thing : how dedicated employees create loyal customers and large profits
3. 
Cover image for Beans : four principles for running a business in good times or bad : a business fable taken from real life
4. 
Cover image for Delivering satisfaction and service quality : a customer-based approach for libraries
5. 
Cover image for Touchstones : ten new ideas revolutionizing business
6. 
Cover image for Service selling : a guide to increasing sales and profits in consumer financial services