Schmitt, Bernd. "Managing a customer experience project." In Customer experience management: Lessons and insights for the cable industry, 23-25. Ed. Seth Arenstein, Jana Henthorn, Charles H. Patti, Ph.D., and Ronald Rizzuto, Ph.D.. Rockville, MD: CableFAX Daily, April 2010.
Each author name for a Columbia Business School faculty member is linked to a faculty research page, which lists additional publications by that faculty member.
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