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1. |  | Title: Customer Focus: A Strategy for Success by Roger Langevin, Bill Christopher ISBN: 1560524855 Publisher: Crisp Pubns Pub. Date: October, 1998 List Price: $12.95 Amazon.com Price: $12.95 |
| 2. |  | Title: Quality control in the service industries by Roger G. Langevin ISBN: 0814422063 Publisher: AMACOM Pub. Date: 1977 |
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