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Hi, I wanted to tell you about the book: Prozessgestaltung Und Kundenzufriedenheit - Eine Kritische Analyse by Bernhard Donleitner. http://www.boeklezers.com/boeken/Prozessgestaltung+Und+Kundenzufriedenheit+-+Eine+Kritische+Analyse/9783640134199 Kind regards,
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