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Mark   Medium Year
658.812 Har/Csa 2003 : Customer service : a practical approach / Elaine K. Harris     
      Customer service : a practical approach / Elaine K. Harris MELB  Book 2003
658.812 Har/Hbr : Harvard business review on customer relationship management     
      Harvard business review on customer relationship management MELB  Book 2001
658.812 Har/Iwc : Interacting with clients and customers : a foot in the door / Lee Hardman with Jillian Albrecht     
      Interacting with clients and customers : a foot in the door / Lee Hardman with Jillian Albrecht MELB  Book 1997
658.812 Hay/Mcs : Measuring customer satisfaction : development and use of questionnaires / Bob E. Hayes     
      Measuring customer satisfaction : development and use of questionnaires / Bob E. Hayes MELB  Book 1992
658.812 Hes/Spc : The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger     
      The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger WATERFT  Book 1997
658.812 Hil/Hoc 2006 : Handbook of customer satisfaction and loyalty measurement / Nigel Hill and Jim Alexander     
      Handbook of customer satisfaction and loyalty measurement / Nigel Hill and Jim Alexander WATERFT  Book 2006
658.812 Hil/Htm    
      How to measure customer satisfaction / Nigel Hill, John Brierley, Rob MacDougall MELB, WATERFT   Book 1999
      How to measure customer satisfaction / Nigel Hill, John Brierley, Rob MacDougall MELB, WATERFT   Book 1999
658.812 Hil/Htm 2002    
      How to measure customer satisfaction / Nigel Hill, John Brierley, and Rob MacDougall MELB, W'PONDS   Book 2003
      How to measure customer satisfaction / Nigel Hill, John Brierley, and Rob MacDougall MELB, W'PONDS   Book 2003
658.812 Hin/Cfq : Customer-focused quality : what to do on Monday morning / Tom Hinton, Wini Schaeffer     
      Customer-focused quality : what to do on Monday morning / Tom Hinton, Wini Schaeffer MELB  Book 1994
658.812 Hos/Moc : Managing operations : customer service / Rod Hosking     
      Managing operations : customer service / Rod Hosking MELB  Book 1997
658.812 Hou/Srm : Strategic relationship marketing / Søren Hougaard, Mogens Bjerre     
      Strategic relationship marketing / Søren Hougaard, Mogens Bjerre MELB  Book 2002
658.812 Iye/Crm : Customer relationship management in electronic markets / Gopalkrishnan R. Iyer, David Bejou, editors     
      Customer relationship management in electronic markets / Gopalkrishnan R. Iyer, David Bejou, editors W'BOOL  Book 2003
658.812 Joh/Ics : Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system / Michael D. Johnson, Anders Gustafsson     
      Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system / Michael D. Johnson, Anders Gustafsson MELB  Book 2000
658.812 Kam/Tst : 10 steps to successful customer service / Maxine Kamin     
      10 steps to successful customer service / Maxine Kamin MELB  Book 2010
658.812 Kra/Ccr : Collaborative customer relationship management : taking CRM to the next level / Alexander H. Kracklauer, D. Quinn Mills, Dirk Seifert, editors     
      Collaborative customer relationship management : taking CRM to the next level / Alexander H. Kracklauer, D. Quinn Mills, Dirk Seifert, editors MELB  Book 2004
658.812 Kun/Msq : Managing service quality. [Volume 3] / edited by Paul Kunst, Jos Lemmink     
      Managing service quality. [Volume 3] / edited by Paul Kunst, Jos Lemmink MELB  Book 1997
658.812 Law/Cac : Creating a customer-centered culture : leadership in quality, innovation, and speed / Robin L. Lawton     
      Creating a customer-centered culture : leadership in quality, innovation, and speed / Robin L. Lawton MELB  Book 1993
658.812 Lel/Csf : Customer service for dummies / by Karen Leland and Keith Bailey     
      Customer service for dummies / by Karen Leland and Keith Bailey MELB  Book 1999
658.812 Len/Hpc : High powered customer service training activites : 26 fast-moving training ideas for customer service trainers and managers / Garry Lennon     
      High powered customer service training activites : 26 fast-moving training ideas for customer service trainers and managers / Garry Lennon MELB  Book 2001
658.812 Lep/Ayc : Auditing your customer service : the foundation for success / John Leppard and Liz Molyneux     
      Auditing your customer service : the foundation for success / John Leppard and Liz Molyneux MELB  Book 1994
658.812 Lin/Bcu : Building customer loyalty / Ian Linton     
      Building customer loyalty / Ian Linton W'BOOL  Book 1993
658.812 Lin/Mmr : Managing market relationships : methodological and empirical insights / Adam Lindgreen     
      Managing market relationships : methodological and empirical insights / Adam Lindgreen MELB  Book 2008
658.812 Low/Clp : The customer loyalty pyramid / Michael W. Lowenstein     
      The customer loyalty pyramid / Michael W. Lowenstein WATERFT  Book 1997
658.812 Lyn/Cla : Customer loyalty and success / James J. Lynch     
      Customer loyalty and success / James J. Lynch W'BOOL  Book 1995
658.812 Mar/Ctm : Creating the marketing experience : new strategies for building relationships with your target market / by Joe Marconi     
      Creating the marketing experience : new strategies for building relationships with your target market / by Joe Marconi MELB  Book 2005
658.812 Mar/Mqc : Managing quality customer service / William B. Martin     
      Managing quality customer service / William B. Martin MELB  Book 1989
658.812 Mat/Iss : Integrating service strategy in the manufacturing company / Hervé Mathe, Roy D. Shapiro     
      Integrating service strategy in the manufacturing company / Hervé Mathe, Roy D. Shapiro MELB  Book 1993
658.812 Mck/Rms    
      Relationship marketing : successful strategies for the age of the customer / Regis McKenna MELB, WATERFT   Book 1991
      Relationship marketing : successful strategies for the age of the customer / Regis McKenna MELB, WATERFT   Book 1991
658.812 Mcq/Jbs : Justice-based service recovery in a service guarantee context / by Lisa Jane McQuilken     
      Justice-based service recovery in a service guarantee context / by Lisa Jane McQuilken MELB THESES  Book 2009
658.812 Mei/Fmf    
      Fuzzy methods for customer relationship management and marketing : applications and classifications / Andreas Meier and Laurent Donze, editors WATERFT  Book 2012
      Fuzzy methods for customer relationship management and marketing : applications and classifications / Andreas Meier and Laurent Donze, editors WATERFT  Book 2012
658.812 Mer/Mih : May I help you? : great customer service for small business / Jillian Mercer     
      May I help you? : great customer service for small business / Jillian Mercer MELB  Book 2003
658.812 Met/Sso 2006    
      Successful service operations management MELB, W'BOOL   Book 2006
      Successful service operations management MELB, W'BOOL   Book 2006
658.812 Mol/Ecc : Exploiting CRM : connecting with customers / Patrick Molineux     
      Exploiting CRM : connecting with customers / Patrick Molineux MELB  Book 2002
658.812 Mor/Cuc : Calming upset customers / Rebecca L. Morgan     
      Calming upset customers / Rebecca L. Morgan WATERFT  Book 1989
658.812 Muk/Cia : CRM implementation : a strategic approach / edited by Kaushik Mukerjee     
      CRM implementation : a strategic approach / edited by Kaushik Mukerjee MELB  Book 2006
658.812 New/Wcr : Why CRM doesn't work : how to win by letting customers manage the relationship / Frederick Newell     
      Why CRM doesn't work : how to win by letting customers manage the relationship / Frederick Newell MELB  Book 2003
658.812 Oli/Sab 2010    
      Satisfaction : a behavioral perspective on the consumer / Richard L. Oliver MELB, WATERFT   Book 2010
      Satisfaction : a behavioral perspective on the consumer / Richard L. Oliver MELB, WATERFT   Book 2010
658.812 Ove/Qcs 2000 : Quality customer service / by Rodney Overton     
      Quality customer service / by Rodney Overton MELB  Book 2000
658.812 Par/Mfi : Moving forward in service quality research : measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioral intentions link - working paper / A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry     
      Moving forward in service quality research : measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioral intentions link - working paper / A. WATERFT  Book 1994
658.812 Par/Som : Service Operations Management : THE TOTAL EXPERIENCE / David W. Parker, University of Queensland Business School, Australia     
      Service Operations Management : THE TOTAL EXPERIENCE / David W. Parker, University of Queensland Business School, Australia MELB  Book 2012
658.812 Pat/Ats : After the sale : how to manage product service for customer satisfaction and profit / Joseph D. Patton and William H. Bleuel     
      After the sale : how to manage product service for customer satisfaction and profit / Joseph D. Patton and William H. Bleuel MELB  Book 2000
658.812 Pay/Hoc : Handbook of CRM : achieving excellence in customer management / Adrian Payne     
      Handbook of CRM : achieving excellence in customer management / Adrian Payne MELB  Book 2006
658.812 Pay/Rmf : Relationship marketing for competitive advantage : winning and keeping customers / Adrian Payne ... [and others]     
      Relationship marketing for competitive advantage : winning and keeping customers / Adrian Payne ... [and others] W'BOOL  Book 1995
658.812 Pay/Scm : Strategic customer management : integrating relationship marketing and CRM / Adrian Payne, Pennie Frow     
      Strategic customer management : integrating relationship marketing and CRM / Adrian Payne, Pennie Frow MELB  Book 2013
658.812 Pep/Mcr : Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers     
      Managing customer relationships : a strategic framework / Don Peppers, Martha Rogers MELB  Book 2004
658.812 Pep/Oto    
      One to one, B2B : customer development strategies for the business-to-business world / Don Peppers and Martha Rogers MELB  Book 2001
      The one to one future : building business relationships one customer at a time / Don Peppers & Martha Rogers MELB  Book 1997
658.812 Poo/Uam : Understanding and managing customers / edited by Isobel Doole, Peter Lancaster, Robin Lowe     
      Understanding and managing customers / edited by Isobel Doole, Peter Lancaster, Robin Lowe WATERFT  Book 2005
658.812 Raa/Crm    
      Customer relationship management : a global perspective / by Gerhard Raab ... [and others] MELB, W'PONDS   Book 2008
      Customer relationship management : a global perspective / by Gerhard Raab ... [and others] MELB, W'PONDS   Book 2008
658.812 Rap/Utl : Up the loyalty ladder : turning sometime customers into full-time advocates of your business / Murray Raphel and Neil Raphel     
      Up the loyalty ladder : turning sometime customers into full-time advocates of your business / Murray Raphel and Neil Raphel W'BOOL  Book 1995
658.812 Rat/Uit : Using information technology to reduce coordination breakdowns in customer support teams : technical working paper / Sukumar Rathnam, Vijay Mahajan and Andrew B. Whinston     
      Using information technology to reduce coordination breakdowns in customer support teams : technical working paper / Sukumar Rathnam, Vijay Mahajan and Andrew B. Whinston W'PONDS  Book 1994
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