Business process mapping workbook :

234 1 50 Business process mapping workbook : untuk meningkatkan kepuasan pelanggan Jacka, J. Mike Primary Author Keller, Paulette J. Additional Author mixed material 979979442272X Jakarta Penerbit PPM 2010 business_process.jpg.jpg Business process mapping guidebook : untuk meningkatkan kepuasan pelanggan Jacka, J. Mike Primary Author Keller, Paulette J. Additional Author mixed material 9789794422738 Jakarta Penerbit PPM 2010 3386765_7c532f0a-c618-45fe-918c-33f86f1448e0_1500_1500.jpg.jpg Service recovery Zemke, Ron Primary Author mixed material 1562371508 Portland Productivity 1995 Service Quality mixed material 0803949197 Thousand Oaks Sage 1994 Quality of service Edvardsson, Bo Primary Author mixed material 0077079493 London McGraw-Hill 1994 Managing quality : an integrative approach Foster, S. Thomas Primary Author mixed material 0131230182 Upper Saddle River Prentice Hall 2003 The Service profit chain Heskett, James L. Primary Author mixed material 0684832569 New York Free Press 1997 Synchroservice! the innovative way to build a dyna Schonberger, Richard J. Primary Author mixed material 0786302453 Burr Ridge, Illinois : Irwin 1994 25 Management lessons from the customer's cide of Donnelly, James H. Primary Author mixed material 1556235690 Chicago Irwin 1992 Seven power strategies for building customer loyalty Timm, Paul R. Primary Author mixed material 081440569X New York Amacom 2001 Customers.com Seybold, Patricia B. Primary Author mixed material 0812930371 New York Time Business 1998 Field service management: an integrated approach to increasing customer satisfaction Hill, Arthur V. Primary Author mixed material 155623547x Homewood Business One Irwin 1992 On great service Berry, Leonard L. Primary Author mixed material 0029185556 New York Free 1995 Managing service as a strategic profit center Blumberg, Donald F. Primary Author mixed material 0070061890 New York McGraw-Hill 1991 The Customer is CEO Maassnick, Forler Primary Author mixed material 0814403468 New York Amacom 1997 Customer-focused quality Hinton, Tom Primary Author mixed material 013189630X Englewood Cliffs Prentice Hall 1994 Total quality service Stamatis, D. H. Primary Author mixed material 1884015832 Delray Beach, FL St. Lucie 1996 Keeping customers for life Cannie, Joan Koob Primary Author mixed material 0814450083 New York Amacom 1991 Winning the service game Schneider, Benjamin Primary Author mixed material 0875845703 Boston Harvard Business School Press 1995 Achieving excellence through customer service Tschohl, John Primary Author mixed material 013005125X New York Prentice Hall 1991 Aftermarketing Vavra, Terry G. Primary Author mixed material 1556236050 Burr Ridge, Illinois Richard D. Irwin 1992 The Customer-driven company Whiteley, Richard C. Primary Author mixed material 0201570904 Reading, Massachusetts Addison-Wesley 1991 Total access mixed material 1578512441 Boston Harvard Business School 2002 Driving customer equity Zeithaml, Valarie A. Additional Author Rust, Roland T. Primary Author mixed material 0684864665 New York Free Press 2000 Service breakthroughs Heskett, James L. Primary Author mixed material 0029146755 New York : MacMillan 1990 Improving customer satisfaction, loyalty, and profit Johnson, Michael D. Primary Author Gustafsson, Anders Additional Author mixed material 0787953105 San Francisco Jossey-Bass 2000 Delivering knock your socks off service Zemke, Ron Additional Author Anderson, Kristin Primary Author mixed material 0814479707 New York Amacom 1998 Customers as partners Bell, Chip R. Primary Author mixed material 1881052540 San Francisco Berret-Koehler 1994 Raving fans Blancard, Kenneth Primary Author mixed material 0688123163 New York William Morrow & Co. 1993 Total customer service : the ultimate weapon Davidson, William H. Primary Author mixed material 0060161809 New York : Harper & Row 1989 Managing to keep the customer Desatnick, Robert L. Primary Author mixed material 1555420273 San Francisco : Jossey-Bass 1987 Menjadi customer service representative yang sukses Mappesangka Additional Author Finch, Lloyd C. Primary Author Nainggolan, Diana R Additional Author mixed material 9794421626 Jakarta Penerbit PPM 2004 Customer loyalty Griffin, Jill Primary Author mixed material 002912977X New York Lexington Books 1995 The Loyalty effect Reichheld, Frederick F. Primary Author mixed material 0875844480 Boston Harvard Business School Press 1996 Customer centered growth Whiteley, Richard Primary Author mixed material 0201154935 Reading, Massachusetts Addison Wesley 1996 Seeking customers mixed material 0875843328 Boston HBS 1993 Turning lost customers into gold... and the art of achieving zero defections Cannie, Joan Koob Primary Author mixed material 0814451101 New York Amacom 1994 Customer satisfaction measurement and management Nauman, Earl Primary Author mixed material 0538844396 Ohio Thomson Executive 1995 The Relationship-based enterprise McKenzie, Ray Primary Author mixed material 0070860815 Toronto McGraw-Hill 2001 Loyalty rules ! how today's leaders build lasting Reichheld, Frederick F. Primary Author mixed material 1578512050 Boston Harvard Business School 2001 The One to one manager Peppers, Don Primary Author mixed material 0385494084 New York Currency/Doubleday 1999 How to handle claims and returns Kissel, Irwin R. Primary Author mixed material New York McGraw-Hill 1973 AMA handbook for customer satisfaction Dutka, Alan Primary Author mixed material 0844235865 Lincolnwood NTC 1994 Indonesian customer satisfaction Irawan, Handi Primary Author mixed material 9792047964 Jakarta Elex Media Komputindo 2003 Essentials of CRM Bergeron, Bryan Primary Author mixed material 0471206032 New York John Wiley & Sons 2002 Customer loyalty programmes and clubs Butscher, Stephan A Primary Author mixed material 0566084511 England Gower 2002 The Discipline of market leaders : choose your customers, narrow your focus, dominate your market Wiersema, Fred Additional Author Treacy, Michael Primary Author mixed material 0201406489 Reading, Massachusetts Addison-Wesley 1995 The_Discipline_of_market_leades.jpg.jpg Marketing management: an Asian perspective Kotler, Philip Additional Author Chin, Tiong Tan Additional Author Siew, Meng Leong Additional Author Swee, Hoon Ang Additional Author mixed material 0130109800 Singapore Prentice Hall 1999 Marketing_management2nded_%282%29.jpeg.jpeg ABC's of relationship selling through service Futrell, Charles M. Primary Author mixed material 9780071289283 New York Mc Graw Hill 2011 Consumer behavior : buying, having, and being Solomon, Michael R Primary Author mixed material 9780137034963 Upper Saddle River Pearson Prentice Hall 2011