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1. 
Cover image for Customer service : career success through customer satisfaction
2. 
Cover image for Linking customer and employee satisfaction to the bottom line : a comprehensive guide to establishing the impact of customer and employee satisfaction on critical business outcomes
3. 
Cover image for The customer delight principle : exceeding customers' expectations for bottom-line success
4. 
Cover image for Customer service : career success through customer satisfaction
5. 
Cover image for The enemy within : actions that self-destruct companies, customer service and jobs