The customer service planner.| (1992) / Christopher, Martin

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JOURNALS		BOOKS
		Are they being served? : quality consciousness in service industries (1986) / Moores, Brian From tin soldiers to Russian dolls : creating added value through services (1993) / Vandermerwe, Sandra Auditing your customer service : the foundation for success (1994) / Leppard, John Service management, principles and practices. (1978) / Bleuel, William H. Quality: sustaining customer service (1993) / Taylor, Lynda King Equality in managing service delivery. (1998) / Collier, Rohan Quality : total customer service (1992) / Taylor, Lynda King Customer care (1999) / Bee, Frances Customer care : strategy for the 90s. (1992) / Cardwell, Margaret Relationship marketing : bringing quality, customer service and marketing together (1991) / Christopher, Martin Customer care : strategy for the 90s. (1994) / Cardwell, Margaret Understanding services management : integrating marketing, organisational behaviour, operations, and human resource management (1995) / Glynn, William J. Customer care. dealing with customers and how different businesses have improved customer care. (1997) Customer responsive management : the flexible advantage (1996) / Davis, Frank W. Customer care management (1991) / Brown, Andrew The one to one future : building relationships one customer at a time (1993) / Peppers, Don Ready made activities for customer care (1994) / Johnson, Simon Small business success (1989) / Foley, Paul Offensive marketing : or how to make your competitors followers (1972) / Davidson, J. H. Horizontal management : beyond total customer satisfaction (1991) / Denton, D. Keith Customer care. (1996) Making customer satisfaction happen : a strategy for delighting customers (1994) / McNealy, Roderick M. Delivering quality service : balancing customer perceptions and expectations (1990) / Zeithaml, Valarie A. Customer first : a strategy for quality service (1990) / Walker, Denis Know your customer : new approaches to understanding customer value and satisfaction (1996) / Woodruff, Robert B. Satisfaction : a behavioral perspective on the consumer (1997) / Oliver, Richard L. Competitive customer care : a guide to keeping customers (1992) / Stone, Merlin The link between human resources and customer bonding (1997) / Mezzacappa, Katherine In charge of customer satisfaction : a competence approach (1997) / Cartwright, Roger 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. Service quality : new directions in theory and practice (1994) / Rust, Roland T. Making customers count : a guide to excellence in customer care (1994) / Clutterbuck, David Benchmarking customer service (1994) / Peters, Glen Business policy and strategy : concepts and readings (4th ed, 1987) / McCarthy, Daniel J. Managing the multibusiness company : strategic issues for diversified groups (1996) / Goold, Michael The direct marketing guide. (1998) Strategic customer care : an evolutionary approach to increasing customer value and profitability (1999) / Brown, Stanley A. Customer driven : a revolutionary system for putting golden handcuffs on your customers ... (1990) / Goldzimer, Linda Silverman Product plus : how product plus service = competitive advantage. (1994) / Lovelock, Christopher H. Managing business relationships (1998) / Ford, David What customers like about you : adding emotional value for service excellence and competitive advantage (1998) / Freemantle, David Effective industrial marketing : business-to-business marketing of goods and services (1994) / Hart, Norman A. Promotion : a guide to effective promotional planning, strategies and executions (1984) / Ailloni-Charas, Dan Industrial marketing communications : business-to-business advertising, promotion and PR (1993) / Hart, Norman A. Managing service companies : strategies for success. (1993) / Irons, Ken Advances in relationship marketing (1995) / Payne, Adrian World Wide Web marketing : integrating the internet into your marketing strategy. (1995) / Sterne, Jim Customer relationship management : business guide (2000) / Reeves, Joanna Innovation in technology and organization (1989) / Clark, Peter A. International marketing and export management (1989) / Albaum, Gerald Marketing management : analysis, planning, implementation and control (9th ed, 1996) / Kotler, Philip The management and marketing of services (1993) / Mudie, Peter Relationship marketing : successful strategies for the age of the customer (1991) / McKenna, Regis The tourist business (6th ed, 1990) / Lundberg, Donald E. Trade marketing strategy (1993) / Davies, Gary The power of relationship marketing : how to keep customers for life (1994) / Cram, Tony Marketing research in a marketing environment (3rd ed, 1994) / Dillon, William R. The Direct marketing handbook (2nd edition, 1992) / Nash, Edward L Customer loyalty : a guide for time travelers (2006) / Robinson, Sionade New product development : a reader (1996) / Hart, Susan J. Profitable direct marketing (2nd ed, 1992) / Kobs, Jim Diffusion of innovations (3rd ed, 1983) / Rogers, Everett M. Relationship marketing (1995) / Stone, Merlin Advertising management (5th ed, 1996) / Batra, Rajeev How to find and cultivate customers through direct marketing (1996) / Baier, Martin [electronic book] Logistics in Europe : the vision and the reality : survey into current developments influencing European manufacturing and logistics. (1996) / P-E Consulting Total relationship marketing : from the 4Ps - product, price, promotion, place - of traditional marketing management to the 30Rs - the thirty relationships - of the new marketing paradigm (1999) / Gummesson, Evert The world of superservice : creating profit through a passion for customer service (1997) / Irons, Ken Relationship marketing for competitive advantage : winning and keeping customers (1998) / Payne, Adrian Strategy in retailing : theory and application (1985) / Knee, Derek Strategic management : theory and practice (3rd ed, 1994) / Hussey, D. E. Modern microeconomics (2nd ed, 1979) / Koutsoyiannis, A. Strategic public relations (1995) / Hart, Norman A. Services marketing (1995) / Woodruffe, Helen Cases in retail management (1994) / McGoldrick, Peter J. International retailing (1997) / Alexander, Nicholas Marketing research (5th ed, 1997) / Chisnall, Peter M. Customer is king : how to exceed their expectations (2005) / Craven, Robert Winning at new products : accelerating the process from idea to launch (2nd edition, 1993) / Cooper, Robert G The one to one future : building relationships one customer at a time (1st ed, 1993) / Peppers, Don Marketing communications (1983) / Coulson-Thomas, Colin Retail change : contemporary issues (1993) / Bromley, Rosemary D. F. The practice of advertising (4th ed, 1995) / Hart, Norman A. International retailing : trends and strategies (1995) / McGoldrick, Peter J. Grocery revolution : the new focus on the consumer (1997) / Kahn, Barbara E. Planned press and public relations (3rd ed, 1993) / Jefkins, Frank William Marketing communications : from fundamentals to strategies (1987) / Rothschild, Michael L. Understanding business markets : interaction, relationships and networks (2nd ed, 1997) / Ford, David The advertising budget : the advertiser's guide to budget determination (1989) / Broadbent, Simon International marketing : a cultural approach (1993) / Usunier, Jean-Claude The essential guide to database marketing (1992) / Davies, John M. Public relations ethics (1995) / Seib, Philip M. Even more offensive marketing : an exhilarating action guide to winning in business (1997) / Davidson, Hugh Kotler on marketing : how to create, win and dominate markets. (1999) / Kotler, Philip Managing direct marketing (1990) / Mounsey, Philip Global marketing management : a strategic perspective (2nd ed, 1993) / Toyne, Brian The practice of public relations (4th ed, 1995) / Black, Sam The loyalty effect : the hidden force behind growth, profits, and lasting value (1996) / Reichheld, Frederick F. Implanting strategic management. (2nd ed, 1990) / Ansoff, H. Igor Exploring direct marketing (1999) / O'Malley, Lisa