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本书是服务营销领域的权威著作。第6版反映了当今世界的现实，吸收了最新的学术与管理思想，并阐明了最前沿的服务理念。全书采用了很强的管理实践视角，同时根植于坚实的学术研究，并辅以令人难忘的理论框架加以说...
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