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|b todos somos clientes y todos tenemos clientes /
|c Rigoberto Martínez Bermúdez.
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|a Bogotá :
|b Ediciones de la U,
|c ©2016.
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|a Fundamentos de la gestión del servicio al cliente interno -- Satisfacción del cliente interno a través de una gestión colectiva de servicio -- Cadena de valor del servicio al cliente interno: Servicio - proceso / procedimientos tramites, atención, protocolo de atención - Elementos estratégicos de servicio al cliente interno - Medición de la percepción de satisfacción del cliente interno y plan de mejoramiento
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