Customer care : strategy for the 90s.| (1994) / Cardwell, Margaret

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JOURNALS		BOOKS
		The link between human resources and customer bonding (1997) / Mezzacappa, Katherine Customer care. (1996) Customer care management (1991) / Brown, Andrew From tin soldiers to Russian dolls : creating added value through services (1993) / Vandermerwe, Sandra Customer care : strategy for the 90s. (1992) / Cardwell, Margaret Horizontal management : beyond total customer satisfaction (1991) / Denton, D. Keith Quality: sustaining customer service (1993) / Taylor, Lynda King Customer care. dealing with customers and how different businesses have improved customer care. (1997) Customer responsive management : the flexible advantage (1996) / Davis, Frank W. Competitive customer care : a guide to keeping customers (1992) / Stone, Merlin Customer first : a strategy for quality service (1990) / Walker, Denis Quality : total customer service (1992) / Taylor, Lynda King The frontiers of management : where tomorrow's decisions are being shaped today (1987) / Drucker, Peter F. Know your customer : new approaches to understanding customer value and satisfaction (1996) / Woodruff, Robert B. The power of relationship marketing : how to keep customers for life (1994) / Cram, Tony The customer service planner. (1992) / Christopher, Martin Making customer satisfaction happen : a strategy for delighting customers (1994) / McNealy, Roderick M. International comparisons in human resource management (1991) / Brewster, Chris Relationship marketing : bringing quality, customer service and marketing together (1991) / Christopher, Martin Marketing management : analysis, planning, implementation and control (9th ed, 1996) / Kotler, Philip Delivering quality service : balancing customer perceptions and expectations (1990) / Zeithaml, Valarie A. Customer care (1999) / Bee, Frances In charge of customer satisfaction : a competence approach (1997) / Cartwright, Roger Satisfaction : a behavioral perspective on the consumer (1997) / Oliver, Richard L. Service quality : new directions in theory and practice (1994) / Rust, Roland T. Smith and Keenan's company law for students (10th ed, 1996) / Keenan, Denis Implanting strategic management. (2nd ed, 1990) / Ansoff, H. Igor The ethical organisation : ethical theory and corporate behaviour (1996) / Kitson, Alan New product development : a reader (1996) / Hart, Susan J. International marketing : a cultural approach (1993) / Usunier, Jean-Claude Relationship marketing : successful strategies for the age of the customer (1991) / McKenna, Regis Marketing on the Internet (rev ed, 1997) / Ellsworth, Jill H. 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. Business law (3rd ed, 1994) / Harrison, Tom Strategic customer care : an evolutionary approach to increasing customer value and profitability (1999) / Brown, Stanley A. Strategic decision-making (1992) / Gore, Chris Positioning strategy in retailing (1989) / Davies, Gary Strategic public relations (1995) / Hart, Norman A. Relationship marketing (1995) / Stone, Merlin Building brands directly : creating business value from customer relationships (1996) / Pearson, Stewart What customers like about you : adding emotional value for service excellence and competitive advantage (1998) / Freemantle, David Strategic management : Theory and practice. (2nd ed, 1996) / Cole, G. A. Industrial marketing strategy (3rd ed, 1991) / Webster, Frederick E. International retailing (1997) / Alexander, Nicholas The management and marketing of services (1993) / Mudie, Peter The practice of advertising (4th ed, 1995) / Hart, Norman A. Advertising that pulls response (1990) / McCorkell, Graeme Decentring leisure : rethinking leisure theory (1995) / Rojek, Chris International hospitality management (1992) / Teare, Richard Advertising management (5th ed, 1996) / Batra, Rajeev Human resource management in the hospitality and tourism industry. (2nd ed, 1996) / Riley, Michael Retail change : contemporary issues (1993) / Bromley, Rosemary D. F. New product success stories : lessons from leading innovators (1995) / Thomas, Robert J. Globalization strategy in the hotel industry (1995) / Go, Frank M. Direct and database marketing (1997) / McCorkell, Graeme Managing technological innovation (4th ed, 1992) / Twiss, Brian C. Public relations ethics (1995) / Seib, Philip M. The management and practice of public relations (1995) / Stone, Norman Marketing research : measurement and method : a text with cases (6th ed, 1993) / Tull, Donald S. Advertising : what it is and how to do it (3rd ed, 1993) / White, Roderick Strategic marketing communications : new ways to build and integrate communications (1997) / Smith, Paul Relationship marketing for competitive advantage : winning and keeping customers (1998) / Payne, Adrian The challenge of organizational change : how companies experience it and leaders guide it (1992) / Kanter, Rosabeth Moss Retail distribution management : a strategic guide to developments and trends (1990) / Fernie, John Customer relationship marketing : get to know your customers and win their loyalty (2nd ed, 2000) / Stone, Merlin All consumers are not created equal : the differential marketing strategy for brand loyalty and profits (1995) / Hallberg, Garth Marketing communications : from fundamentals to strategies (1987) / Rothschild, Michael L. Marketing communications classics : an international collection of classic and contemporary papers (2000) / FitzGerald, Maureen Marketing management and strategy : a reader (4th ed, 1988) / Kotler, Philip Principles of services marketing (1994) / Palmer, Adrian Managing human resources in the European tourism and hospitality industriy : a strategic approach (1995) / Baum, Tom Companies and markets : understanding business strategy and the market environment (1994) / Lowes, Bryan Marketing research : an applied orientation (1993) / Malhotra, Naresh K. The international hospitality business (1996) / Kotas, Richard The loyalty effect : the hidden force behind growth, profits, and lasting value (1996) / Reichheld, Frederick F. Service quality in hospitality organizations (1996) / Olsen, Michael D. Practical soft systems analysis. (1990) / Patching, David Even more offensive marketing : an exhilarating action guide to winning in business (1997) / Davidson, Hugh Exploring direct marketing (1999) / O'Malley, Lisa The international marketing of travel and tourism : a strategic approach (1999) / Vellas, François International marketing (3rd ed, 1998) / Paliwoda, Stanley J. Human resource management for hospitality services (1997) / Goldsmith, Alistair Marketing research in a marketing environment (3rd ed, 1994) / Dillon, William R. International marketing and export management (2nd ed, 1994) / Albaum, Gerald S. Operations management strategy (1993) / Harrison, Mike Cases in retail management (1994) / McGoldrick, Peter J. International retailing : trends and strategies (1995) / McGoldrick, Peter J. The handbook of brand management (1992) / Arnold, David Corporate strategy and business planning (1996) / Bennett, Roger The marketing casebook : cases and concepts (1994) / Dibb, Sally Behavior in organizations : understanding and managing the human side of work (6th ed, 1997) / Greenberg, Jerald Competitive branding : winning in the market place with value-added brands (1998) / Nilson, Torsten H. The essence of organizational behaviour (1992) / Tyson, Shaun Decision making : an integrated approach (2nd ed, 1998) / Jennings, David The marketing research process (4th ed, 1995) / Crimp, Margaret Management. (6th ed, 1995) / Stoner, James A. F. How advertising works : a review of current thinking (1992) / McDonald, Colin Competitive strategy : techniques for analyzing industries and competitors (1980) / Porter, Michael E. Environmental strategy and sustainable development : the corporate challenge for the twenty-first century (1995) / Welford, Richard Strategic management : an analytical introduction (3rd ed, 1996) / Luffman, George A.