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Delivering quality service : balancing customer perceptions and expectations| (1990) / Zeithaml, Valarie A.

book: http://library.hud.ac.uk/catlink/bib/80222

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  2. Perfect customer care : all you need to get it right first time (2003) / Johns, Ted
  3. Delivering a quality service : preparing for BS 5750 (1992) / Swinson, Christopher
  4. Product plus : how product plus service = competitive advantage. (1994) / Lovelock, Christopher H.
  5. Service quality : new directions in theory and practice (1994) / Rust, Roland T.
  6. Quality : total customer service (1992) / Taylor, Lynda King
  7. Benchmarking customer service (1994) / Peters, Glen
  8. Quality: sustaining customer service (1993) / Taylor, Lynda King
  9. Customer first : a strategy for quality service (1990) / Walker, Denis
  10. Service quality management in hospitality, tourism, and leisure (2001) / Kandampully, Jay
  11. Marketing research (2nd ed, 1991) / Parasuraman, A.
  12. From tin soldiers to Russian dolls : creating added value through services (1993) / Vandermerwe, Sandra
  13. Equality in managing service delivery. (1998) / Collier, Rohan
  14. Auditing your customer service : the foundation for success (1994) / Leppard, John
  15. European human resource management : an introduction to comparative theory and practice (1996) / Clark, Timothy
  16. Managing projects in hospitality organizations (1992) / Teare, Richard
  17. Know your customer : new approaches to understanding customer value and satisfaction (1996) / Woodruff, Robert B.
  18. Customer care. dealing with customers and how different businesses have improved customer care. (1997)
  19. Customer relationship management : business guide (2000) / Reeves, Joanna
  20. The one to one future : building relationships one customer at a time (1993) / Peppers, Don
  21. Managing people across Europe (1994) / Garrison, Terry
  22. Branded customer service : the new competitive edge (2004) / Barlow, Janelle
  23. Customer care management (1991) / Brown, Andrew
  24. The customer service planner. (1992) / Christopher, Martin
  25. Competitive customer care : a guide to keeping customers (1992) / Stone, Merlin
  26. Making customers count : a guide to excellence in customer care (1994) / Clutterbuck, David
  27. Satisfaction : a behavioral perspective on the consumer (1997) / Oliver, Richard L.
  28. Human resource issues of the European Union (1998) / Leat, Mike
  29. Customer care : strategy for the 90s. (1992) / Cardwell, Margaret
  30. What customers value most : how to achieve business transformation by focusing on processes that touch your customers : satisfied customers, increased revenue, improved profitability (1995) / Brown, Stanley A.
  31. Customer care : strategy for the 90s. (1994) / Cardwell, Margaret
  32. Services marketing (1996) / Zeithaml, Valarie A.
  33. Marketing for nonprofit organizations (2nd ed, 1982) / Kotler, Philip
  34. Managing service companies : strategies for success. (1993) / Irons, Ken
  35. Working in hotels and catering. (2nd ed, 1997) / Wood, Roy C.
  36. The international hospitality business (1996) / Kotas, Richard
  37. Total quality service : how organizations use it to gain competitive advantage (1992) / Brown, Stanley A.
  38. The hotel and restaurant business (6th ed, 1994) / Lundberg, Donald E.
  39. Customer is king : how to exceed their expectations (2005) / Craven, Robert
  40. Strategic customer care : an evolutionary approach to increasing customer value and profitability (1999) / Brown, Stanley A.
  41. Making customer satisfaction happen : a strategy for delighting customers (1994) / McNealy, Roderick M.
  42. Tourism in South and Southeast Asia : issues and cases (2000) / Hall, Colin Michael
  43. What customers like about you : adding emotional value for service excellence and competitive advantage (1998) / Freemantle, David
  44. The economics of the brand : a marketing analysis (1986) / Watkins, Trevor
  45. The one to one future : building relationships one customer at a time (1st ed, 1993) / Peppers, Don
  46. Business policy and strategic management. (4th ed, 1984) / Glueck, William F.
  47. Customer responsive management : the flexible advantage (1996) / Davis, Frank W.
  48. Strategic hospitality management : theory and practice for the 1990s (1991) / Boer, Andrew
  49. Service quality in hospitality organizations (1996) / Olsen, Michael D.
  50. Performance measurement in service businesses (1991) / Fitzgerald, Lin
  51. Human resource management in the hospitality industry (5th ed, 1992) / Boella, M. J.
  52. Restaurant management (1993) / Scanlon, Nancy Loman
  53. Quality management in hospitality : best practice in action (1996) / Lockwood, Andrew
  54. Human resource management in the hospitality industry (1996) / Go, Frank M.
  55. Hotel front office management (3rd ed, 2003) / Bardi, James A.
  56. In charge of customer satisfaction : a competence approach (1997) / Cartwright, Roger
  57. Managing employee relations in the hotel and catering industry (1995) / Lucas, Rosemary
  58. Strategic management : a resource-based approach for the hospitality and tourism industries (1993) / Teare, Richard
  59. Organizations : theory and design (1991) / Bedeian, Arthur G.
  60. Quality improvement through standards (1991) / Dale, Barrie G.
  61. European human resource management in transition (1994) / Sparrow, Paul
  62. International human resource management : managing people in a multinational context (3rd ed, 1999) / Dowling, Peter
  63. The theory of international trade : With its applications to commercial policy. (1936) / Haberler, Gottfried
  64. Strategic innovation : an international casebook on strategic management (1995) / Baden-Fuller, C. W. F.
  65. Managing human resources in the European tourism and hospitality industriy : a strategic approach (1995) / Baum, Tom
  66. International hospitality management (1996) / Teare, Richard
  67. International hospitality management (1992) / Teare, Richard
  68. Consumer behaviour in the food industry : a European perspective (1995) / Bareham, J. R.
  69. Managing innovation and change : people, technology and strategy (1995) / Clark, Jon
  70. Globalization strategy in the hotel industry (1995) / Go, Frank M.
  71. The management of service operations / J. Nevan Wright and Peter Race. (2nd ed, 2004) / Wright, J. Nevan
  72. Food and beverage management : a selection of readings (1994) / Davis, Bernard
  73. The Management of foodservice operations (1994) / Jones, Peter
  74. Strategic decision-making (1992) / Gore, Chris
  75. Accounting for hospitality, tourism and leisure (2nd ed, 1998) / Owen, Gareth
  76. International hotels : development and management (1994) / Gee, Chuck Y.
  77. The management of a multicultural workforce. (1996) / Tayeb, Monir H.
  78. International hospitality management (1992) / Teare, Richard
  79. Advertising that pulls response (1990) / McCorkell, Graeme
  80. Managing people in the hotel and catering industry (1992) / Goss-Turner, Steven
  81. Marketing tourism, hospitality and leisure in Europe (1996) / Horner, Susan
  82. Human resource management in the hospitality and tourism industry. (2nd ed, 1996) / Riley, Michael
  83. Customer care (1999) / Bee, Frances
  84. Decision making : approaches and analysis (1982) / McGrew, Anthony G.
  85. Developing hospitality properties and facilities (2000) / Ransley, Josef
  86. International HRM : contemporary issues in Europe (1999) / Brewster, Chris
  87. Relationship marketing (1995) / Stone, Merlin
  88. Empowering service excellence : beyond the quick fix (1997) / Lashley, Conrad
  89. Marketing management : analysis, planning, implementation and control (9th ed, 1996) / Kotler, Philip
  90. Total quality management : text, cases and readings (2nd ed, 1994) / Ross, Joel E.
  91. Research methods for managers (2nd ed, 1997) / Gill, John
  92. Successful pubs and inns (2nd ed, 1998) / Sargent, Michael
  93. Empowered teams : creating self-directed work groups that improve quality, productivity, and participation (1991) / Wellins, Richard S.
  94. Understanding business markets : interaction, relationships and networks (2nd ed, 1997) / Ford, David
  95. Global directions : new strategies for hospitality and tourism (1997) / Teare, Richard
  96. Quality (2nd ed, 2002) / Beckford, John
  97. International marketing : a cultural approach (1993) / Usunier, Jean-Claude
  98. The management of international tourism (2nd ed, 1995) / Witt, Stephen F.
  99. Relationship marketing : bringing quality, customer service and marketing together (1991) / Christopher, Martin
  100. The internationalisation of retailing (1995) / Akehurst, Gary

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