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Interne Servicebarometer zur Messung und Verbesserung von internen Dienstleistungen — ein Erfahrungsbericht aus der Pharma-Branche
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  • 2000

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Secrets of Customer Relationship Management
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  • 2010Serviceorientierung im Unternehmen – Eine Einführung in die theoretischen und praktischen Problemstellungen18 cited