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1. mengukur kepuasan pelanggan by Gerson,Richard F. Publication: Johor Bahru Pelangi . 151ms. , - 21cm Availability: No items available: Withdrawn (1),

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2. Keeping score by Brown, Mark Graham Publication: New Delhi Prentice-Hall of India 2007 . ix, 198 p. , Includes bibliography, index 24 cm. Date:2007 Availability: No items available: On order (1),

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