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New Service Development and Innovation in the New Economy by: Bo Edvardsson, Anders Gustafsson, Michael D. Johnson January, 2000

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Service Quality by: Stephen W. Brown, Evert Gummesson, Bo Edvardsson, Bengtove Gustavsson, Jan Carlzon, Evert Gummeson 03 June, 1998

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Quality of Service: Making It Really Work (Quality in Action) by: Bo Edvardsson, Bertil Thomasson, John Ovretveit, John Ouvrenveit, John Vretveit December, 1994

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