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Publications and Citations
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Articles, studies and verse...(contd) |
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■ M. Goddard, K. Rose,
Roche Pharmaceuticals Questions
the Acceptance of Unacceptable Service
and
Customers
Serving Customers, Customer Relationship
Management, SOCAP, June and September 2000 (2-part
case study; awarded
Article of the Year 2000 by
SOCAP).
■ Roche Pharmaceuticals Representatives
Best Practices,
(Nutley: Roche Laboratories Inc., 2000, 342 pps.; internal
publication)
■ M. Goddard,
Word of Mouse,
SOCAP Update,
July/
August 2000.
■ T. Keiningham, M. Goddard, T. Vavra, A. Iaci,
Customer
Delight and the Bottom Line, Marketing Management,
American Marketing Association, Fall 1999; pp. 57-63.
■ M. Goddard,
The Gossamer Eel, Time Oph, Survey of
Ophthalmology, 39, No 3:264, 1994.
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