9 1 50 James, George W. Additional Author mixed material Lexington Lexington 1982 a marketing perspective Shaw, Stephen Primary Author mixed material 0273017608 London Pitman 1982 Morrison, Steven A. Primary Author mixed material 081575843X Washington, D.C. The Brookings Institution 1995 the inside story of the greatest international competition in business Newhouse, John Primary Author mixed material 9781400043361 New York Alfred A. Knopf 2007 Carlzon, Jan Primary Author mixed material 0887302009 Cambridge Ballinger 1987 Moments_of_truth2.jpg.jpg Carlzon, Jan Primary Author mixed material 0060915803 New York: Perennial Library 1989 Moments_of_truth.jpg.jpg O'Connor, William E. Primary Author mixed material 0275969118 Wesport Praeger 2001 Doganis, Rigas Primary Author mixed material 0415208831 London Routledge 2001 Wari, Malikus Additional Author mixed material 979200405X Jakarta Elex Media Komputindo 1998 Profesionalisme_%26_moralitas_kesuksesan_bisnis.jpg.jpg