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
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
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
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
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
2000
658.812 Kam/Tst : 10 steps to successful customer service / Maxine Kamin
10 steps to successful customer service / Maxine Kamin
MELB
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
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
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
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
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
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
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
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
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
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
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
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
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
Customer relationship management : a global perspective / by Gerhard Raab ... [and others]
MELB, W'PONDS
2008
Customer relationship management : a global perspective / by Gerhard Raab ... [and others]
MELB, W'PONDS
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
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
1994
658.812 Rav/Ccm : Customer-centric marketing : a pragmatic framework / R. Ravi, and Baohong Sun
Customer-centric marketing : a pragmatic framework / R. Ravi, and Baohong Sun
MELB
2016
658.812 Ray/Bff : Best face forward : why companies must improve their service interfaces with customers / Jeffrey F. Rayport, Bernard J. Jaworski
Best face forward : why companies must improve their service interfaces with customers / Jeffrey F. Rayport, Bernard J. Jaworski
MELB
2005
658.812 Rei/Lrh : Loyalty rules! : how today's leaders build lasting relationships / Frederick F. Reichheld
Loyalty rules! : how today's leaders build lasting relationships / Frederick F. Reichheld
MELB