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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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Managing quality : integrating the supply chain

Managing quality : integrating the supply chain

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Production and operations management : manufacturing and services

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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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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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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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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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How to handle claims and returns

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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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Improve your business : workbook

Improve your business : workbook

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Improve your business : handbook

Improve your business : handbook

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Teknik menyehatkan perusahaan

Teknik menyehatkan perusahaan

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Auditing and assurance services: an integrated approach : an Indonesian adaptation

Auditing and assurance services: an integrated approach : an Indonesian adaptation

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Auditing and assurance services: an integrated approach

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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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Managing services : using technology to create value

Managing services : using technology to create value

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Managing key customers : a principles and practices

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Service operations management : improving service delivery

Service operations management : improving service delivery

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Managing quality : integrating the supply chain

Managing quality : integrating the supply chain

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Revolusi human capital : transformasi menuju keunggulan pelayanan

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Winning back upset customer : melayani pelanggan kecewa

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Lean distribution : menciptakan jalur distribusi, logistik dan supply chain yang ramping, hemat biaya, efektif dan responsive terhadap kebutuhan pelanggan

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Profitable telemarketing : meningkatkan penjualan melalui telepon

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Quality customer service : cara jitu memikat hati pelanggan

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Customer care excellence : cara untuk mencapai customer focus

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