Walton, Richard E.
Managing conflict
Addison-Wesley, 1987
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Steers, Richard M.
Managing effective organizations : an introduction
Kent Publishing, 1985
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Jan Hendrik Rapar
Service management : managing the image
Trisakti University, 1999
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Wolf, Thomas
Managing a non profit organization
A fireside Book, 1990
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Hope, Christine
Service operations management : strategy, design, and delivery / Christine Hope and Alan Muhlemann
Prentice-Hall, 1997
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