ISSD Fall 2009 School of Information, UC BerkeleyISSD Fall 2009 School of Information, UC Berkeley

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  • L27R4. Christopher W.L. Hart et al, "The Profitable Art of Service Recovery", Harvard Business Review, July-August 1990
  • L27R5. Clarabridge, "Shaping your Customer Experience Management Strategy"
  • L27R1. Robert J. Glushko & Tim McGrath, Chapter 5, "Document Engineering", MIT Press, 2005
  • L27R2. Robert J. Glushko & Tim McGrath, Chapter 10, "Document Engineering", MIT Press, 2005
  • L28R1. Brenda Dietrich & Terry Harrison, "Serving the Services", OR/MS Today, June 2006
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