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1. Emotion Marketing : The Hallmark Way of Winning Customers for Life by Robinette, Scott and Brand, Claire Publication: New York McGraw-Hill 2001 . xvii,247 Pages Date: 2001 Availability: Items available: General Stacks (1),

2. When Customers Think We Don't Care : Ending Actions that Self-Destruct Companies, Customer Service and Jobs by Buchanan, Richard W. Publication: Australia McGraw-Hill 2009 . 366 Pages Date: 2009 Availability: Items available: General Stacks (1),

3. Human Sigma : Managing the Employee-Customer Encounter by Fleming, John H. and Asplund, Jim Publication: New York Galupp Press 2007 . 313 Pages Date: 2007 Availability: Items available: General Stacks (1),

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