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Table of contentsExecutive Summary……………………………………………………………….31. Introduction……………………………………………………………………32. Discussion……………………………………………………………………….42.1. Organization of services…………………………………………………….42.2. Design of services and service delivery quality…………………………….52.3. Service quality……………………………………………………………….72.4. Managing people………………………………………………………………82.5. Customer Relationship Marketing……………………………………………..92.6. Demand and capacity management…………………………………………….102.7. Service communication…………………………………………………………112.8. Performance…
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