Competitive customer care : a guide to keeping customers| (1992) / Stone, Merlin

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JOURNALS		BOOKS
		Service, service, service : the competitive edge (1992) / Thomas, Marian Better customer care. The quality factor. (1989) Customer care : strategy for the 90s. (1992) / Cardwell, Margaret The one to one future : building relationships one customer at a time (1993) / Peppers, Don The one to one future : building relationships one customer at a time (1st ed, 1993) / Peppers, Don Customer care : strategy for the 90s. (1994) / Cardwell, Margaret Product plus : how product plus service = competitive advantage. (1994) / Lovelock, Christopher H. Customer first : a strategy for quality service (1990) / Walker, Denis Ready made activities for customer care (1994) / Johnson, Simon Service quality : new directions in theory and practice (1994) / Rust, Roland T. From tin soldiers to Russian dolls : creating added value through services (1993) / Vandermerwe, Sandra Strategic customer care : an evolutionary approach to increasing customer value and profitability (1999) / Brown, Stanley A. Auditing your customer service : the foundation for success (1994) / Leppard, John Customer care. dealing with customers and how different businesses have improved customer care. (1997) Making customers count : a guide to excellence in customer care (1994) / Clutterbuck, David Customer care (1999) / Bee, Frances Customer responsive management : the flexible advantage (1996) / Davis, Frank W. Making customer satisfaction happen : a strategy for delighting customers (1994) / McNealy, Roderick M. Know your customer : new approaches to understanding customer value and satisfaction (1996) / Woodruff, Robert B. Benchmarking customer service (1994) / Peters, Glen Quality: sustaining customer service (1993) / Taylor, Lynda King Quality : total customer service (1992) / Taylor, Lynda King The customer service planner. (1992) / Christopher, Martin Promoting yourself at interview. (1998) / Miller, Ron In charge of customer satisfaction : a competence approach (1997) / Cartwright, Roger The tourist business (6th ed, 1990) / Lundberg, Donald E. Delivering quality service : balancing customer perceptions and expectations (1990) / Zeithaml, Valarie A. Customer care management (1991) / Brown, Andrew Customer is king : how to exceed their expectations (2005) / Craven, Robert What customers like about you : adding emotional value for service excellence and competitive advantage (1998) / Freemantle, David Customer care. (1996) Meeting customer needs (3rd ed, 2003) / Smith, Ian Industrial marketing : analysis, planning, and control (2nd ed, 1991) / Reeder, Robert R. Relationship marketing (1995) / Stone, Merlin The world of superservice : creating profit through a passion for customer service (1997) / Irons, Ken The power of relationship marketing : how to keep customers for life (1994) / Cram, Tony Human resource management in the hospitality industry (5th ed, 1992) / Boella, M. J. Marketing management : a resource-based approach for the hospitality and tourism industries (1994) / Teare, Richard Relationship marketing : successful strategies for the age of the customer (1991) / McKenna, Regis 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. 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 New product development : a reader (1996) / Hart, Susan J. Satisfaction : a behavioral perspective on the consumer (1997) / Oliver, Richard L. Building great customer experiences (2002) / Shaw, Colin Strategic hospitality management : theory and practice for the 1990s (1991) / Boer, Andrew Customer relationship management : perspectives from the marketplace (2003) / Knox, Simon Relationship marketing for competitive advantage : winning and keeping customers (1998) / Payne, Adrian The practice of empowerment : making the most of human competence (1995) / Kinlaw, Dennis C. Managing innovation (1991) / Henry, Jane Relationship marketing : bringing quality, customer service and marketing together (1991) / Christopher, Martin CRM : redefining customer relationship management (2002) / Peel, Jeffrey Direct marketing management (1989) / Roberts, Mary Lou Understanding business markets : interaction, relationships and networks (2nd ed, 1997) / Ford, David Advertising management (5th ed, 1996) / Batra, Rajeev Human resource management : a guide to personnel practice in the hotel and catering industry. (1991) / Riley, Michael The ethical organisation : ethical theory and corporate behaviour (1996) / Kitson, Alan Customer relationship marketing : get to know your customers and win their loyalty (2nd ed, 2000) / Stone, Merlin Customers, competition and choice. (1993) / Manchester Open Learning Hospitality, Tourism and Leisure Management : Issues in Strategy and Culture. / Foley, M. Strategic management : a resource-based approach for the hospitality and tourism industries (1993) / Teare, Richard Positioning strategy in retailing (1989) / Davies, Gary Human resource management in the hospitality industry (1996) / Go, Frank M. Managing employee relations in the hotel and catering industry (1995) / Lucas, Rosemary Marketing : a behavioural analysis (2nd ed, 1985) / Chisnall, Peter M. Service quality in hospitality organizations (1996) / Olsen, Michael D. Collaborative customer relationship management : taking CRM to the next level (2004) / Kracklauer, Alexander H. International hospitality management (1996) / Teare, Richard Corporate communication (3rd ed, 2003) / Argenti, Paul A. The management and practice of public relations (1995) / Stone, Norman The industrial market research handbook (3rd ed, 1992) / Hague, Paul N. Retailing management : analysis, planning, and control (1994) / Walters, David The Management of foodservice operations (1994) / Jones, Peter The practice of advertising (4th ed, 1995) / Hart, Norman A. Implanting strategic management. (2nd ed, 1990) / Ansoff, H. Igor The management of hotel operations (1989) / Jones, Peter The international hospitality business (1996) / Kotas, Richard The loyalty effect : the hidden force behind growth, profits, and lasting value (1996) / Reichheld, Frederick F. The direct marketing guide. (1998) Marketing on the Internet (rev ed, 1997) / Ellsworth, Jill H. Managing human resources in the European tourism and hospitality industriy : a strategic approach (1995) / Baum, Tom International market entry and development : strategies and management (1989) / Young, Stephen International HRM : contemporary issues in Europe (1999) / Brewster, Chris Strategic decision-making (1992) / Gore, Chris Services marketing : people, technology, strategy (4th ed, 2001) / Lovelock, Christopher H. Organizations : theory and design (1991) / Bedeian, Arthur G. Leisure for leisure : critical essays (1989) / Rojek, Chris Managing technological innovation (4th ed, 1992) / Twiss, Brian C. In search of excellence : lessons from America's best-run companies (1995) / Peters, Thomas J. The character of a corporation : how your company's culture can make or break your business (1998) / Goffee, Robert The fundamentals of corporate communication. (1999) / Dolphin, Richard R. Empowering service excellence : beyond the quick fix (1997) / Lashley, Conrad Retail change : contemporary issues (1993) / Bromley, Rosemary D. F. Customer relationship management (2005) / Peelen, Ed Cases in retail management (1994) / McGoldrick, Peter J. Strategic public relations (1995) / Hart, Norman A. International marketing (3rd ed, 1998) / Paliwoda, Stanley J. International retailing : trends and strategies (1995) / McGoldrick, Peter J. Exploring direct marketing (1999) / O'Malley, Lisa Retail management (1997) / Hasty, Ronald W. Principles of services marketing (1994) / Palmer, Adrian