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dc.contributor.authorDeVine, John-
dc.contributor.authorLal, Shyam-
dc.contributor.authorZea, Michael-
dc.publisherMcKinsey Quarterlyen_US
dc.subjectService Designen_US
dc.subjectHuman Factoren_US
dc.subjectCustomer Serviceen_US
dc.titleThe Human Factor in Service Designen_US
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