Quality: sustaining customer service| (1993) / Taylor, Lynda King

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JOURNALS		BOOKS
		From tin soldiers to Russian dolls : creating added value through services (1993) / Vandermerwe, Sandra Horizontal management : beyond total customer satisfaction (1991) / Denton, D. Keith Quality : total customer service (1992) / Taylor, Lynda King Customer care management (1991) / Brown, Andrew Customer care : strategy for the 90s. (1992) / Cardwell, Margaret Satisfaction : a behavioral perspective on the consumer (1997) / Oliver, Richard L. Customer care : strategy for the 90s. (1994) / Cardwell, Margaret Delivering quality service : balancing customer perceptions and expectations (1990) / Zeithaml, Valarie A. Customer first : a strategy for quality service (1990) / Walker, Denis Strategic management : theory and practice (3rd ed, 1994) / Hussey, D. E. The customer service planner. (1992) / Christopher, Martin Service quality : new directions in theory and practice (1994) / Rust, Roland T. Know your customer : new approaches to understanding customer value and satisfaction (1996) / Woodruff, Robert B. Customer responsive management : the flexible advantage (1996) / Davis, Frank W. Competitive customer care : a guide to keeping customers (1992) / Stone, Merlin In charge of customer satisfaction : a competence approach (1997) / Cartwright, Roger Making customer satisfaction happen : a strategy for delighting customers (1994) / McNealy, Roderick M. Relationship marketing : bringing quality, customer service and marketing together (1991) / Christopher, Martin Decision making : approaches and analysis (1982) / McGrew, Anthony G. Quality management in hospitality : best practice in action (1996) / Lockwood, Andrew What customers like about you : adding emotional value for service excellence and competitive advantage (1998) / Freemantle, David Strategic customer care : an evolutionary approach to increasing customer value and profitability (1999) / Brown, Stanley A. Service quality in hospitality organizations (1996) / Olsen, Michael D. Making customers count : a guide to excellence in customer care (1994) / Clutterbuck, David Globalization strategy in the hotel industry (1995) / Go, Frank M. The power of empowerment : release the hidden talents of your employees (1994) / Clutterbuck, David International HRM : contemporary issues in Europe (1999) / Brewster, Chris Advertising that pulls response (1990) / McCorkell, Graeme International hospitality management (1992) / Teare, Richard Relationship marketing : successful strategies for the age of the customer (1991) / McKenna, Regis Marketing on the Internet (rev ed, 1997) / Ellsworth, Jill H. The practice of advertising (4th ed, 1995) / Hart, Norman A. The international hospitality business (1996) / Kotas, Richard Applied marketing research (1992) / Moutinho, Luiz Strategic management : concepts (7th ed, 1999) / David, Fred R. The international business blueprint (1997) / Monye, Sylvester O. Advertising : what it is and how to do it (3rd ed, 1993) / White, Roderick 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. Global marketing management : a strategic perspective (2nd ed, 1993) / Toyne, Brian International retailing (1997) / Alexander, Nicholas Relationship marketing for competitive advantage : winning and keeping customers (1998) / Payne, Adrian Empowering service excellence : beyond the quick fix (1997) / Lashley, Conrad Managing human resources in the European tourism and hospitality industriy : a strategic approach (1995) / Baum, Tom Even more offensive marketing : an exhilarating action guide to winning in business (1997) / Davidson, Hugh Public relations ethics (1995) / Seib, Philip M. The marketing research process (4th ed, 1995) / Crimp, Margaret Marketing research : measurement and method : a text with cases (6th ed, 1993) / Tull, Donald S. Decentring leisure : rethinking leisure theory (1995) / Rojek, Chris Advances in relationship marketing (1995) / Payne, Adrian Hospitality, Tourism and Leisure Management : Issues in Strategy and Culture. / Foley, M. The global HR manager : creating the seamless organisation (1999) / Joynt, Pat Marketing management and strategy : a reader (4th ed, 1988) / Kotler, Philip Human resource management in the hospitality industry (1996) / Go, Frank M. The management and practice of public relations (1995) / Stone, Norman Customer care (1999) / Bee, Frances The management and marketing of services (1993) / Mudie, Peter International hotels : development and management (1994) / Gee, Chuck Y. Marketing research in a marketing environment (3rd ed, 1994) / Dillon, William R. The Management of foodservice operations (1994) / Jones, Peter International marketing and export management (2nd ed, 1994) / Albaum, Gerald S. Advertising management (5th ed, 1996) / Batra, Rajeev Sociology of leisure : a reader (1995) / Critcher, Chas Marketing communications : from fundamentals to strategies (1987) / Rothschild, Michael L. Human resource management in the hospitality and tourism industry. (2nd ed, 1996) / Riley, Michael How advertising works : a review of current thinking (1992) / McDonald, Colin Organization theory and design (7th ed, 2001) / Daft, Richard L. International marketing (3rd ed, 1998) / Paliwoda, Stanley J. Customer relationship marketing : get to know your customers and win their loyalty (2nd ed, 2000) / Stone, Merlin Writing a CV that works : how to develop and use your key marketing tool (2nd ed, 1997) / McGee, Paul Human resource management for hospitality services (1997) / Goldsmith, Alistair Corporate strategy and business planning (1996) / Bennett, Roger Principles of services marketing (1994) / Palmer, Adrian Industrial marketing strategy (3rd ed, 1991) / Webster, Frederick E. Decision making in organisations (1999) / Lee, David M. Direct and database marketing (1997) / McCorkell, Graeme Marketing research : an applied orientation (1993) / Malhotra, Naresh K. International marketing and export management (3rd ed, 1998) / Albaum, Gerald The practice of public relations (4th ed, 1995) / Black, Sam Organizational behaviour : concepts, controversies, applications. (8th ed, 1998) / Robbins, Stephen P. International retailing : trends and strategies (1995) / McGoldrick, Peter J. Marketing communications (1983) / Coulson-Thomas, Colin Organizational behaviour for hospitality management (1994) / Wood, Roy C. Strategic management : an analytical introduction (3rd ed, 1996) / Luffman, George A. Cases in retail management (1994) / McGoldrick, Peter J. Organizational behavior (7th ed, 1995) / Luthans, Fred Strategic marketing communications : new ways to build and integrate communications (1997) / Smith, Paul The strategy process : concepts, contexts, cases (3rd ed, 1996) / Mintzberg, Henry Marketing management and strategy (3rd ed, 2002) / Doyle, P. Strategic business marketing (3rd ed, 1995) / Chisnall, Peter M. Operations and the management of change. (1997) / Gilgeous, Victor Organisational culture (2nd ed, 1998) / Brown, Andrew D. Consumer behavior : buying, having, and being (5th ed, 2002) / Solomon, Michael R. Decision making : an integrated approach (2nd ed, 1998) / Jennings, David Managing change (2nd ed, 1993) / Mabey, Christopher Strategic management : from theory to implementation (4th ed, 1998) / Hussey, D. E. Strategic management theory : an integrated approach (4th ed, 1998) / Hill, Charles W. L. Global marketing strategy (1998) / Chee, Harold Management : theory and practice. (5th ed, 1996) / Cole, G. A. Management challenges for the 21st century. (1999) / Drucker, Peter F. The management of business logistics (6th ed, 1996) / Coyle, John Joseph