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Inderscience Publishers

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Total quality management in UK service organisations: some key findings from a survey

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Managing Service Quality, Vol. 11, Iss. 2, 2001-04 ,pp. : 132-141

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Customer Relationship Management in service organisations: prospects, practices and areas of research

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The relationship between total quality management practices and organisational performance in service organisations

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The TQM Magazine, Vol. 15, Iss. 4, 2003-06 ,pp. : 286-291

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