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    Friday, December 14, 2007 12:35 PM        54549 capacity & yield.PDF
    Friday, December 14, 2007 12:35 PM        50163 Chp 10 Servicescape.PDF
    Friday, December 14, 2007 12:35 PM       213874 Chp 11 Employee roles.PDF
    Friday, December 14, 2007 12:35 PM        34037 Chp 12 Customer roles.PDF
    Friday, December 14, 2007 12:35 PM        93518 Chp 6-7 Loyalty and Recovery.PDF
    Friday, December 14, 2007 12:35 PM        68895 Customer perceptions.PDF
    Friday, December 14, 2007 12:35 PM        82256 gabaldon.pdf
    Friday, December 14, 2007 12:35 PM        95304 gaps model.PDF
    Friday, December 14, 2007 12:35 PM        65221 Service design.PDF
    Friday, December 14, 2007 12:35 PM          920 slideshows list.htm
    Friday, December 14, 2007 12:35 PM       674925 Week1_Intro.PDF