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|a Serna Gómez, Humberto
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|a Servicio al cliente :
|b métodos de auditoría y medición /
|c Humberto Serna G., John Jairo Gómez.
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|a 2a. edición act. y corregida
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| 260 |
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|a Bogotá :
|b 3R,
|c 1999.
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| 300 |
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|a ix, 222 páginas :
|b ilustraciones, diagramas ;
|c 23 cm.
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| 504 |
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|a Incluye referencias bibliográficas
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|a La auditoría del servicio -- El manual de auditoría del servicio -- Índices -- Metodología de la auditoría del servicio -- Difusión de resultados
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|a Servicio al cliente
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|a Relaciones con los clientes
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|a Mercadeo de servicios
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|a Gómez, John Jairo
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