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1

Bly, Robert W. Keeping clients satisfied: Make your service business more successful andprofitable. Prentice Hall, 1993.

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2

Gerson, Richard F. Beyond customer service: Keeping clients for life. Crisp Publications, 1994.

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3

Noyé, Didier. Pour fidéliser les clients. INSEP éd., 2004.

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4

Bender, Mike. Welcoming your clients: A practical handbook for care staff. Winslow, 1995.

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5

Bonnie, Genevay, and Katz Renée S, eds. Countertransference and older clients. Sage Publications, 1990.

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6

Neil, Cervera, and Videka-Sherman Lynn 1951-, eds. Working with pregnant and parenting teenage clients. Family Service America, 1989.

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7

Ouellette, L. Paul. IT at your service: Knowing and keeping your clients. 2nd ed. Kendall/Hunt Pub., 2002.

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8

Griffin, Helen. An examination of social service provision for lesbian clients. SCA (Education), 1991.

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9

Bloch, Philippe. Service compris: Les clients heureux font les entreprises gagnantes. L'Expansion, 1986.

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10

Bloch, Philippe. Service Compris: Les clients heureux font les entreprises gagnantes. L'Expansion/Hachette/Editions J.C. Lattes, 1986.

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11

C, Smith Gregory, Tobin Sheldon S, Oliver John, and State University of New York. School of Social Welfare. Continuing Education Program., eds. Sociocultural and service issues in working with elderly clients. Professional Development Program, Continuing Education Program / School of Social Welfare, Nelson A. Rockefeller College of Public Affairs and Policy, State University of New York at Albany, 1987.

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12

Katy, FitzGerald, ed. Writing clearly for clients and colleagues: The human service practitioner's guide. Lyceum Books, Inc., 2015.

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13

Ivanoff, André Marie. Involuntary clients in social work practice: A research-based approach. Aldine de Gruyter, 1994.

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14

Schmidt, Faye Nella. Sondages sur la satisfaction des clients. Centre canadien de gestion, 1998.

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15

Baron, Serge. Les relations clients-fournisseurs: L'efficacité d'une organisation horizontale. Groupe CFC, 1994.

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16

Group, Farrell Research, and Plain Language Institute, eds. Language issues for service agencies & their clients: A research report. Plain Language Institute, 1993.

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17

John, Oliver, Brown Lester B, Roth William 1942-, Rockefeller College of Public Affairs and Policy. Professional Development Program, and State University of New York at Albany. School of Social Welfare. Continuing Education Program, eds. Sociocultural and service issues in working with clients with disabilities. Professional Development Program, Continuing Education Program/School of Social Welfare, Nelson A. Rockefeller College of Public Affairs and Policy, The University at Albany, State University of New York, 1987.

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18

Cliff, Ferguson, and Denvir Paul, eds. Creating new clients: Marketing and selling professional services. Cassell, 1998.

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19

Bechard, Denis. Le QFD: Écouter vos clients pour mieux les satisfaire. Hydro-Québec, Communication et environnement pour la vice-présidence, Qualité et gestion du changement, 1997.

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20

Schonfeld, Heino. Working relationships: Levels of satisfaction among clients of social work service : a survey. Irish Health Services Management Institute, 1995.

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21

Bar, Ḥavivah. Survey of Arab clients of the Alcoholism Treatment and Rehabilitation Service. Israel Institute of Applied Social Research, 1987.

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22

Rothman, Jack. Practice with highly vulnerable clients: Case management and community-based service. Prentice Hall, 1994.

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23

Badger, Frances. The Community Care Project: Community service provision and clients with dementia. Health Services' Research Centre, University of Birmingham, 1989.

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24

Rothman, Jack. Practice with highly vulnerable clients: Case management and community-based service. Prentice Hall, 1994.

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25

Hoxley, Michael. Obtaining and retaining clients: A study of service quality and the client referral system of U.K. building surveyingpractices. University of Salford, 1993.

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26

Douglass, Carolinda. Diagnostic assessment and treatment service utilization among Alzheimer's disease clients in California. Rand, 1994.

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27

Neil, Cervera, Videka-Sherman Lynn 1951-, Rockefeller College of Public Affairs and Policy. Professional Development Program., and State University of New York at Albany. School of Social Welfare. Continuing Education Program., eds. Sociocultural and service issues in working with pregnant and parenting teenage clients. Professional Development Program, Continuing Education Program/School of Social Welfare, Nelson A. Rockefeller College of Public Affairs and Policy, University at Albany, State University of New York, 1989.

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28

Bender, Mike, Val Levens, and Charles Goodson. Welcoming Your Clients. Speechmark Publishing Ltd, 1995.

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29

Hemmelgarn, Anthony L., and Charles Glisson. Relationship-centered versus Individual-centered Human Service Organizations. Oxford University Press, 2018. http://dx.doi.org/10.1093/oso/9780190455286.003.0013.

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The chapter explains that relationship-centered organizations place a priority on developing and sustaining a network of inter-organizational and intra-organizational relationships to serve clients. Case studies drawn from the authors’ experiences in human service organizations illustrate the application of this principle, including ensuring that strong networks are in place to serve clients and maintaining underlying beliefs, assumptions, and mindsets of service providers that support network development. Research and examples illustrate the importance of establishing effective relationships
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30

Becker, Saul. New Poor Clients. Reed Information Services, 1990.

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31

Managing Key Clients. The Pace Partnership, 2006.

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32

Managing Key Clients. Continuum International Publishing Group, 2000.

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33

Bussell, Jennifer. Clients and Constituents. Oxford University Press, 2019. http://dx.doi.org/10.1093/oso/9780190945398.001.0001.

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This book provides a theoretical and empirical examination of constituency service in developing countries. The predominant view of distributive politics in “patronage democracies” emphasizes the partisan targeting of pork and clientelism. In contrast, this book demonstrates that high-level legislators in India and other contexts often provide direct, nonpartisan assistance to individual constituents. Under what conditions do they provide constituency service, rather than engage in partisan bias? The book shows that the uneven character of access to services at the local level—often because of
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34

Strategies for Work with Involuntary Clients. Columbia University Press, 2018.

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35

Pro Service-Oriented Smart Clients with .NET 2.0. Apress, 2005. http://dx.doi.org/10.1007/978-1-4302-0058-1.

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36

Fiore, Claude. Supply chain en action : Stratégie, Logistique, Service clients. Village Mondial, 2001.

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37

Clients first!: Building insurance sales through service excellence. Dearborn Financial Pub., 1990.

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38

Hermel, Laurent. Mesurer la satisfaction clients. 2001.

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39

etc, Ivanoff Andre M. Involuntary clients in social work practice: A research-based approach. Aldine de Gruyter, 1994.

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40

Frankel, Jeremy. Mastering Social Work with Hostile, Avoidant or Aggressive Clients. Kingsley Publishers, Jessica, 2014.

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41

I.S. at your service: Knowing and keeping your clients. Kendall/Hunt Pub. Co., 1993.

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42

Pro Service-Oriented Smart Clients with .NET 2.0 (Pro). Apress, 2005.

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43

Oliver, John. Sociocultural and Service Issues in Working With Homeless Clients. Professional Development, 1989.

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44

Philippe Bloch /Ralph Hababou/ Dominique Xardel. Service compris. Les clients heureux font les entreprises gagnantes. Marabout, 2000.

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45

Rooney, Ronald H. Strategies for Work with Involuntary Clients. Columbia University Press, 2009.

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46

Rooney, Ronald H., and Rebecca G. Mirick. Strategies for Work with Involuntary Clients. Columbia University Press, 2017.

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47

Rooney, Ronald H. Strategies for Work with Involuntary Clients. Columbia University Press, 1992.

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48

Rooney, Ronald H. Strategies for Work with Involuntary Clients. Columbia University Press, 1992.

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49

Hyde, Cheryl A., and Marcia B. Cohen. Empowering Workers and Clients for Organizational Change. Oxford University Press, 2014.

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50

Empowering workers and clients for organizational change. Lyceum Books, Inc., 2014.

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