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Service recovery

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Service Quality

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Quality of service

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Managing quality : an integrative approach

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The Service profit chain

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Synchroservice! the innovative way to build a dyna

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25 Management lessons from the customer's cide of

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Seven power strategies for building customer loyalty

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Customers.com

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Field service management: an integrated approach to increasing customer satisfaction

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On great service

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Managing service as a strategic profit center

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The Customer is CEO

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Customer-focused quality

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Total quality service

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Keeping customers for life

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Winning the service game

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Achieving excellence through customer service

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Aftermarketing

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The Customer-driven company

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Total access

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Driving customer equity

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Service breakthroughs

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Improving customer satisfaction, loyalty, and profit

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Delivering knock your socks off service

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Customers as partners

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Raving fans

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Total customer service : the ultimate weapon

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Managing to keep the customer

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Menjadi customer service representative yang sukses

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Customer loyalty

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The Loyalty effect

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Customer centered growth

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Seeking customers

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Turning lost customers into gold... and the art of achieving zero defections

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Customer satisfaction measurement and management

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The Relationship-based enterprise

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Loyalty rules ! how today's leaders build lasting

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The One to one manager

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How to handle claims and returns

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AMA handbook for customer satisfaction

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Indonesian customer satisfaction

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Essentials of CRM

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Customer loyalty programmes and clubs

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The Discipline of market leaders : choose your customers, narrow your focus, dominate your market

The Discipline of market leaders : choose your customers, narrow your focus, dominate your market

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Marketing management: an Asian perspective

Marketing management: an Asian perspective

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ABC's of relationship selling through service

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Consumer behavior : buying, having, and being

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How to Value a Company by Analyzing Its Customers

How to Value a Company by Analyzing Its Customers

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Guide to management ideas and gurus

Guide to management ideas and gurus

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