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Mark   Medium Year
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
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  Book 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  Book 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  Book 2001
658.812 Ric/Crm : The customer response management handbook : building, rebuilding and improving your results / Darlene D. Richard     
      The customer response management handbook : building, rebuilding and improving your results / Darlene D. Richard MELB  Book 2002
658.812 Rob/Cla : Customer loyalty : a guide for time travelers / Sionade Robinson and Lyn Etherington     
      Customer loyalty : a guide for time travelers / Sionade Robinson and Lyn Etherington MELB  Book 2006
658.812 Rob/Sst : Self-service technologies and consumer complaining behaviour : an empirical investigation / by Nichola Robertson     
      Self-service technologies and consumer complaining behaviour : an empirical investigation / by Nichola Robertson MELB THESES  Book 2007
658.812 Rus/Cem : Customer equity management / Roland T. Rust, Katherine N. Lemon, Das Narayandas     
      Customer equity management / Roland T. Rust, Katherine N. Lemon, Das Narayandas W'PONDS  Book 2005
658.812 Rus/Dce : Driving customer equity : how customer lifetime value is reshaping corporate strategy / Roland T. Rust, Valarie A. Zeithaml, Katherine N. Lemon     
      Driving customer equity : how customer lifetime value is reshaping corporate strategy / Roland T. Rust, Valarie A. Zeithaml, Katherine N. Lemon MELB  Book 2000
658.812 Rus/Sqn : Service quality : new directions in theory and practice / editors, Roland T. Rust, Richard L. Oliver     
      Service quality : new directions in theory and practice / editors, Roland T. Rust, Richard L. Oliver WATERFT  Book 1994
658.812 Sch/Bcb : Building customer-brand relationships / Don E. Schultz ... [and others]     
      Building customer-brand relationships / Don E. Schultz ... [and others] MELB  Book 2009
658.812 Sch/Wts : Winning the service game / Benjamin Schneider, David E. Bowen     
      Winning the service game / Benjamin Schneider, David E. Bowen WATERFT  Book 1995
658.812 Sco/Nch    
      Naked conversations : how blogs are changing the way businesses talk with customers / Robert Scoble and Shel Israel MELB, WATERFT   Book 2006
      Naked conversations : how blogs are changing the way businesses talk with customers / Robert Scoble and Shel Israel MELB, WATERFT   Book 2006
658.812 Set/Ccd : Creating customer delight : the how and why of CRM / Rakesh Seth, Kirti Seth     
      Creating customer delight : the how and why of CRM / Rakesh Seth, Kirti Seth MELB  Book 2005
658.812 Smi/Mcn 1997 : Meeting customer needs / Ian Smith     
      Meeting customer needs / Ian Smith W'BOOL  Book 1997
658.812 Sob/Mrt : Making rain : the secrets of building lifelong client loyalty / Andrew Sobel     
      Making rain : the secrets of building lifelong client loyalty / Andrew Sobel MELB  Book 2003
658.812 Soo/Bea : Brand equity and the marketing mix : creating customer value / prepared by Sanjay Sood     
      Brand equity and the marketing mix : creating customer value / prepared by Sanjay Sood WATERFT  Book 1995
658.812 Sri/Tps : Stakeholder relations in the public sector : innovation in management : a collaborative study     
      Stakeholder relations in the public sector : innovation in management : a collaborative study MELB  Book 1999
658.812 Sta/Cmt : Complaint management : the heart of CRM / Bernd Stauss, Wolfgang Seidel     
      Complaint management : the heart of CRM / Bernd Stauss, Wolfgang Seidel MELB  Book 2004
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