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Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p

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Page 1: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p

Week 1 Video 1

Page 2: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p
Page 3: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p
Page 4: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p
Page 5: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p
Page 6: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p

Week 1 Video 2

Page 7: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p
Page 8: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p
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Week 1 Video 3

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Page 13: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p
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Week 1 Video 4

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Page 18: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p
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Week 1 Video 5

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Week 1 Video 6

Page 25: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p
Page 26: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p
Page 27: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p
Page 28: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p
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