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Handbuch Relationship Marketing / hrsg. von Adrian Payne ...
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Empowerment von Mitarbeitern in Dienstleistungsunternehmen:
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Managing innovation and change / ed. by David Mayle
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The empowerment of service workers: what, why, how, and whe:
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Understanding and researching in organization development
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Organizational change and the conduct of assessment researc:
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