4. What is the difference between hard and soft standards? Which do you think would be more...

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4. What is the difference between hard and soft standards? Which do you think would be more readily accepted by employees? By management? Why?

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Services Marketing Integrating Customer Focus Across The Firm

ISBN: 9780078112102

7th Edition

Authors: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne Gremler

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