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1. 
Cover image for Services marketing : integrating customer focus across the firm
Services marketing : integrating customer focus across the firm
by 
Zeithaml, Valarie A.
Publisher description http://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-d.html
Format: 
Books
Publication Date 
2024 2013
Excerpt: 
Services marketing : integrating customer focus across the firm / Zeithaml, Valarie A.
Available: Copies:
2. 
Cover image for Open innovation in the financial services : growing through openness, flexibility and customer integration
Open innovation in the financial services : growing through openness, flexibility and customer integration
by 
Fasnacht, Daniel, 1964-
Format: 
Books
Publication Date 
2009
Excerpt: 
Open innovation in the financial services : growing through openness, flexibility and customer
Available: Copies:
3. 
Cover image for Principles of marketing
Principles of marketing
by 
Kotler, Philip, author.
Format: 
Books
Publication Date 
2024
Excerpt: 
strategy: Creating value for target customers -- Products, services, and brands: Building customer value
Available: Copies:
4. 
Cover image for Marketing management : a South African perspective
Marketing management : a South African perspective
Marketing management : a South African perspective
by 
Cant, M. C. (Michael Colin), 1957- editor.
Format: 
Books
Publication Date 
2024
Excerpt: 
communication management -- Digital marketing -- Customer value and retention -- People, processes and physical
Available: Copies:
5. 
Cover image for Relationship marketing and customer relationship management
Relationship marketing and customer relationship management
Relationship marketing and customer relationship management
by 
Roberts-Lombard, Mornay, editor.
Format: 
Books
Publication Date 
2024
Excerpt: 
Customer services -- Management.
Available: Copies:
6. 
Cover image for Customer service : skills for success
Customer service : skills for success
by 
Lucas, Robert W., author.
Format: 
Books
Publication Date 
2023
Excerpt: 
Customer service : skills for success / Lucas, Robert W., author.
Available: Copies:
7. 
Cover image for Services marketing : a contemporary approach
Services marketing : a contemporary approach
Services marketing : a contemporary approach
by 
Berndt, A. (Adele), 1966- editor.
Format: 
Books
Publication Date 
2022
Excerpt: 
Customer services -- South Africa -- Marketing.
Available: Copies:
8. 
Cover image for Principles of marketing
Principles of marketing
by 
Kotler, Philip, author.
Format: 
Books
Publication Date 
2021
Excerpt: 
-Driven Strategy and Mix -- 7. Customer Value-Driven Marketing Strategy: Creating Value for Target Customers -- 8
Available: Copies:
9. 
Cover image for Business analysis.
Business analysis.
by 
Paul, Debra, editor.
Image http://www.booksonix.co.uk/bcs/9781780175102.jpg
Format: 
Books
Publication Date 
2020
Excerpt: 
stakeholders, improving processes and defining requirements. New topics in this edition include the service
Available: Copies:
10. 
Cover image for Supply chain management : strategy, planning and operation
Supply chain management : strategy, planning and operation
by 
Chopra, Sunil, 1960- author.
Format: 
Books
Publication Date 
2019
Excerpt: 
Customer services -- Management.
Available: Copies:
11. 
Cover image for Kellogg on branding in a hyper-connected world
Kellogg on branding in a hyper-connected world
by 
Tybout, Alice M. éditeur intellectuel.
EBSCO https://ezproxy.iielearn.ac.za/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=nlebk&AN=2091391&site=ehost-live&scope=site
Format: 
Books
Publication Date 
2019
Excerpt: 
the online age / Brian Sternthal -- Digital brand storytelling / Mohanbir Sawhney -- Branding services
Available: Copies:
12. 
Cover image for Relationship marketing and customer relationship management
Relationship marketing and customer relationship management
Relationship marketing and customer relationship management
by 
Roberts-Lombard, Mornay, editor.
Format: 
Books
Publication Date 
2018
Excerpt: 
Customer services -- Management.
Available: Copies:
13. 
Cover image for Services marketing : a contemporary approach
Services marketing : a contemporary approach
Services marketing : a contemporary approach
by 
Berndt, A. (Adele), 1966- editor.
Format: 
Books
Publication Date 
2018
Excerpt: 
Customer services -- South Africa -- Marketing.
Available: Copies:
14. 
Cover image for Information systems today : managing in the digital world.
Information systems today : managing in the digital world.
by 
Valacich, Joseph S., 1959- author.
Format: 
Books
Publication Date 
2018
Excerpt: 
-- Managing the information systems infrastructure and services -- Enabling business-to-consumer electronic
Available: Copies:
15. 
Cover image for Supply chain management : a logistics perspective.
Supply chain management : a logistics perspective.
by 
Coyle, John J. (John Joseph), 1935- author.
Format: 
Books
Publication Date 
2017
Excerpt: 
-Commerce Order Fulfillment Strategies -- 8-5.Customer Service -- 8-5-1.The Logistics/Marketing Interface -- 8-5-2
Available: Copies:
16. 
Cover image for How customer service impacts brand loyalty in the Durban privately owned restaurant industry
How customer service impacts brand loyalty in the Durban privately owned restaurant industry
How customer service impacts brand loyalty in the Durban privately owned restaurant industry
by 
Hartzer, Tegan
Format: 
Manuscript
Publication Date 
2017
Excerpt: 
How customer service impacts brand loyalty in the Durban privately owned restaurant industry /
Available: Copies:
17. 
Cover image for Marketing 4.0 : moving from traditional to digital
Marketing 4.0 : moving from traditional to digital
by 
Kotler, Philip, author.
EBSCO https://ezproxy.iielearn.ac.za/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=nlebk&AN=1424256&site=ehost-live
Format: 
Books
Publication Date 
2017
Excerpt: 
products and personal services, and Marketing 4.0 maps out and authoritative approach to taking customers
Available: Copies:
18. 
Cover image for The law of banking and payment in South Africa
The law of banking and payment in South Africa
The law of banking and payment in South Africa
by 
Sharrock, Robert.
Format: 
Books
Publication Date 
2016
Excerpt: 
system -- The bank-customer relationship -- Miscellaneous banking services -- Payment -- Payment systems
Available: Copies:
19. 
Cover image for The relationship between service qualities and customer loyalty on aa e-commerce website amongst emerging adults : the case of Takealot.com
The relationship between service qualities and customer loyalty on aa e-commerce website amongst emerging adults : the case of Takealot.com
The relationship between service qualities and customer loyalty on aa e-commerce website amongst emerging adults : the case of Takealot.com
by 
Landsberg, Calvin.
Format: 
Manuscript
Publication Date 
2016
Excerpt: 
The relationship between service qualities and customer loyalty on aa e-commerce website amongst
Available: Copies:
20. 
Cover image for A triangulation study by means of an online survey identifying how customer service instils customer loyalty amongst Constancia Village customers
A triangulation study by means of an online survey identifying how customer service instils customer loyalty amongst Constancia Village customers
A triangulation study by means of an online survey identifying how customer service instils customer loyalty amongst Constancia Village customers
by 
Stevens, Kim.
Format: 
Manuscript
Publication Date 
2016
Excerpt: 
A triangulation study by means of an online survey identifying how customer service instils
Available: Copies:
21. 
Cover image for Supply chain management : strategy, planning, and operation
Supply chain management : strategy, planning, and operation
by 
Chopra, Sunil, 1960-
Format: 
Books
Publication Date 
2016
Excerpt: 
Customer services -- Management.
Available: Copies:
22. 
Cover image for Leveraging customer service to build brand equity
Leveraging customer service to build brand equity
Leveraging customer service to build brand equity
by 
Withers, Ian.
Format: 
Manuscript
Publication Date 
2015
Excerpt: 
Leveraging customer service to build brand equity / Withers, Ian.
Available: Copies:
23. 
Cover image for Grasping service marketing
Grasping service marketing
Grasping service marketing
by 
Jordaan, Yolanda.
Format: 
Books
Publication Date 
2015
Excerpt: 
Customer services.
Available: Copies:
24. 
Cover image for Leveraging customer service to build brand equity
Leveraging customer service to build brand equity
Leveraging customer service to build brand equity
by 
Withers, Neil Ian.
Format: 
Manuscript
Publication Date 
2015
Excerpt: 
Leveraging customer service to build brand equity / Withers, Neil Ian.
Available: Copies:
25. 
Cover image for Enterprise compliance risk management : an essential toolkit for banks and financial services
Enterprise compliance risk management : an essential toolkit for banks and financial services
by 
Ramakrishna, Saloni P., 1957-
Cover image http://catalogimages.wiley.com/images/db/jimages/9781118550281.jpg
Format: 
Regular print
Publication Date 
2015
Excerpt: 
Enterprise compliance risk management : an essential toolkit for banks and financial services /
Available: Copies:
26. 
Cover image for Principles of marketing
Principles of marketing
by 
Kotler, Philip (Philip J.), 1931-
Format: 
Books
Publication Date 
2014 2013
Excerpt: 
. Consumer-Driven Marketing Strategy -- 8. Products, Services, and Brands: Building Customer Value -- 9. New
Available: Copies:
27. 
Cover image for Personal selling
Personal selling
Personal selling
by 
Van Heerden, Neels, 1957- editor.
Format: 
Books
Publication Date 
2014
Excerpt: 
Customer relations.
Available: Copies:
28. 
Cover image for Services marketing : an interactive approach
Services marketing : an interactive approach
by 
Fisk, Raymond P.
Format: 
Books
Publication Date 
2014
Excerpt: 
Services marketing : an interactive approach / Fisk, Raymond P.
Available: Copies:
29. 
Cover image for Principles of marketing
Principles of marketing
by 
Kapoor, Neeru.
Format: 
Books
Publication Date 
2014
Excerpt: 
in marketing such as customer relationship marketing, rural marketing, direct marketing, green
Available: Copies:
30. 
Cover image for Customer service
Customer service
Customer service
by 
Cant, M. C. (Michael Colin), 1957-
EBSCO https://ezproxy.iielearn.ac.za/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=nlebk&AN=944639&site=ehost-live
Format: 
Books
Publication Date 
2014
Excerpt: 
Customer service / Cant, M. C. (Michael Colin), 1957-
Available: Copies:
31. 
Cover image for A guide to service desk concepts
A guide to service desk concepts
by 
Knapp, Donna, author.
https://ezproxy.iielearn.ac.za/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=nlebk&AN=2281846&site=ehost-live
Format: 
Books
Publication Date 
2014
Excerpt: 
Computer service industry -- Customer services.
Available: Copies:
32. 
Cover image for Fundamentals of selling : customers for life through service
Fundamentals of selling : customers for life through service
by 
Futrell, Charles.
Table of contents http://catdir.loc.gov/catdir/enhancements/fy1307/2012051445-t.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy1307/2012051445-d.html
Format: 
Books
Publication Date 
2014
Excerpt: 
Fundamentals of selling : customers for life through service / Futrell, Charles.
Available: Copies:
33. 
Cover image for Can FNB's recent success in customer service be applied in Vodacom South Africa?
Can FNB's recent success in customer service be applied in Vodacom South Africa?
Can FNB's recent success in customer service be applied in Vodacom South Africa?
by 
Oberholzer, Mauritz.
Format: 
Manuscript
Publication Date 
2014
Excerpt: 
Can FNB's recent success in customer service be applied in Vodacom South Africa? / Oberholzer
Available: Copies:
34. 
Cover image for Managing service excellence : the ultimate guide to building and maintaining a customer-centric organization
Managing service excellence : the ultimate guide to building and maintaining a customer-centric organization
by 
Crutcher, C. William, author.
Format: 
Books
Publication Date 
2014
Excerpt: 
Managing service excellence : the ultimate guide to building and maintaining a customer-centric
Available: Copies:
35. 
Cover image for Service management : an integrated approach
Service management : an integrated approach
by 
Looy, Bart van.
Format: 
Books
Publication Date 
2013 2011
Excerpt: 
Service management : an integrated approach / Looy, Bart van.
Available: Copies:
36. 
Cover image for Marketing
Marketing
by 
Kotler, Philip, 1931-
Format: 
Books
Publication Date 
2013
Excerpt: 
a customer-driven strategy. Market segmentation, targeting and positioning -- Products and services
Available: Copies:
37. 
Cover image for Socialnomics : how social media transforms the way we live and do business
Socialnomics : how social media transforms the way we live and do business
by 
Qualman, Erik, 1972-
Format: 
Books
Publication Date 
2013
Excerpt: 
Customer services
Available: Copies:
38. 
Cover image for Supply chain management : strategy, planning, and operation
Supply chain management : strategy, planning, and operation
by 
Chopra, Sunil, 1960-
Format: 
Books
Publication Date 
2013 2012
Excerpt: 
Customer services -- Management.
Available: Copies:
39. 
Cover image for Customer service : skills for success
Customer service : skills for success
by 
Lucas, Robert W.
Format: 
Books
Publication Date 
2012
Excerpt: 
Customer service : skills for success / Lucas, Robert W.
Available: Copies:
40. 
Cover image for Customer service
Customer service
by 
Machado, Ricardo.
Format: 
Books
Publication Date 
2012
Excerpt: 
Customer service / Machado, Ricardo.
Available: Copies:
42. 
Cover image for Introduction to marketing
Introduction to marketing
by 
McDaniel, Carl, Jr., 1941-
Format: 
Books
Publication Date 
2011
Excerpt: 
concepts -- Developing and managing products -- Services and nonprofit organization marketing -- Marketing
Available: Copies:
43. 
Cover image for Customer service : career success through customer loyalty
Customer service : career success through customer loyalty
by 
Timm, Paul R.
Format: 
Books
Publication Date 
2011
Excerpt: 
Customer service : career success through customer loyalty / Timm, Paul R.
Available: Copies:
44. 
Cover image for Measure what matters : online tools for understanding customers, social media, engagement, and key relationships
Measure what matters : online tools for understanding customers, social media, engagement, and key relationships
by 
Delahaye Paine, Katie, 1952-
Format: 
Books
Publication Date 
2011
Excerpt: 
Customer services -- Research.
Available: Copies:
45. 
Cover image for Defusing the angry patron : a how-to-do-it manual for librarians
Defusing the angry patron : a how-to-do-it manual for librarians
by 
Rubin, Rhea Joyce.
Format: 
Books
Publication Date 
2011
Excerpt: 
Customer services -- United States.
Available: Copies:
46. 
Cover image for Essentials of marketing management
Essentials of marketing management
by 
Lancaster, Geoffrey, 1938-
Format: 
Books
Publication Date 
2011
Excerpt: 
strategic marketing -- Strategic marketing planning tools -- Global marketing -- Services marketing and not
Available: Copies:
47. 
Cover image for Please every customer : delivering stellar customer service across cultures
Please every customer : delivering stellar customer service across cultures
by 
Lucas, Robert W.
Format: 
Books
Publication Date 
2011
Excerpt: 
Please every customer : delivering stellar customer service across cultures / Lucas, Robert W.
Available: Copies:
48. 
Cover image for Wired and dangerous : how your customers have changed and what to do about it
Wired and dangerous : how your customers have changed and what to do about it
by 
Bell, Chip R.
Format: 
Books
Publication Date 
2011
Excerpt: 
Customer services.
Available: Copies:
50. 
Cover image for Services marketing.
Services marketing.
by 
Bateson, John E. G.
Format: 
Books
Publication Date 
2011
Excerpt: 
Services marketing. Bateson, John E. G.
Available: Copies:
51. 
Cover image for A guide to customer service skills for the help desk professional
A guide to customer service skills for the help desk professional
by 
Knapp, Donna.
Format: 
Books
Publication Date 
2011
Excerpt: 
A guide to customer service skills for the help desk professional / Knapp, Donna.
Available: Copies:
52. 
Cover image for Customer service management : a holistic approach
Customer service management : a holistic approach
Customer service management : a holistic approach
by 
Engelbrecht, Eugene.
Format: 
Books
Publication Date 
2011
Excerpt: 
Customer service management : a holistic approach / Engelbrecht, Eugene.
Available: Copies:
53. 
Cover image for Hospitality and travel marketing
Hospitality and travel marketing
by 
Morrison, Alastair M.
Format: 
Books
Publication Date 
2010
Excerpt: 
Food service -- Marketing.
Available: Copies:
54. 
Cover image for Marketing 3.0 : from products to customers to the human spirit
Marketing 3.0 : from products to customers to the human spirit
by 
Kotler, Philip.
Format: 
Books
Publication Date 
2010
Excerpt: 
Marketing 3.0 : from products to customers to the human spirit / Kotler, Philip.
Available: Copies:
55. 
Cover image for Principles of marketing
Principles of marketing
by 
Kotler, Philip.
Format: 
Books
Publication Date 
2010
Excerpt: 
, services and brands : building customer value -- New-product development and product life-cycle strategies
Available: Copies:
56. 
Cover image for Implementing word of mouth marketing : online strategies to identify influencers, craft stories, and draw customers
Implementing word of mouth marketing : online strategies to identify influencers, craft stories, and draw customers
by 
Cakim, Idil Miriam, 1974-
Format: 
Books
Publication Date 
2010
Excerpt: 
, and draw customers / Cakim, Idil Miriam, 1974-
Available: Copies:
57. 
Cover image for Empowered : unleash your employees, energize your customers, and transform your business
Empowered : unleash your employees, energize your customers, and transform your business
by 
Bernoff, Josh.
Format: 
Books
Publication Date 
2010
Excerpt: 
Customer services -- Technological innovations.
Available: Copies:
58. 
Cover image for Effective customer care
Effective customer care
by 
Wellington, Patricia.
Format: 
Books
Publication Date 
2010
Excerpt: 
Customer services -- Case studies.
Available: Copies:
59. 
Cover image for A guide to service desk concepts
A guide to service desk concepts
by 
Knapp, Donna.
Format: 
Books
Publication Date 
2010
Excerpt: 
Computer industry -- Customer services -- Management.
Available: Copies:
60. 
Cover image for Personal assistance. NQF level 4, Student's book
Personal assistance. NQF level 4, Student's book
by 
Paarman, S.
Format: 
Books
Publication Date 
2009
Excerpt: 
Customer services.
Available: Copies:
61. 
Cover image for Services marketing : a contemporary approach
Services marketing : a contemporary approach
by 
Boshoff, Christo.
Format: 
Books
Publication Date 
2009
Excerpt: 
Customer services -- South Africa -- Marketing.
Available: Copies:
62. 
Cover image for The customer rules : the 14 indispensable, irrefutable, and indisputable qualities of the greatest service companies in the world
The customer rules : the 14 indispensable, irrefutable, and indisputable qualities of the greatest service companies in the world
by 
Beemer, C. Britt.
Format: 
Books
Publication Date 
2009
Excerpt: 
The customer rules : the 14 indispensable, irrefutable, and indisputable qualities of the greatest
Available: Copies:
63. 
Cover image for Using your emotional intelligence to develop others
Using your emotional intelligence to develop others
by 
Caldwell, Sheri.
Format: 
Books
Publication Date 
2009
Excerpt: 
Customer services -- Psychological aspects.
Available: Copies:
64. 
Cover image for Successful customer service
Successful customer service
by 
Rowson, Pauline.
Format: 
Books
Publication Date 
2009
Excerpt: 
Successful customer service / Rowson, Pauline.
Available: Copies:
65. 
Cover image for Services marketing : text and cases.
Services marketing : text and cases.
by 
Baron, Steve (J. Steve)
Format: 
Books
Publication Date 
2009
Excerpt: 
Services marketing : text and cases. Baron, Steve (J. Steve)
Available: Copies:
66. 
Cover image for Sourcing and supply chain management
Sourcing and supply chain management
by 
Handfield, Robert B.
Format: 
Books
Publication Date 
2009
Excerpt: 
-- Purchasing services -- Supply chain information and e-systems -- Sourcing and supply performance measurement
Available: Copies:
67. 
Cover image for The call centre training handbook : a complete guide to learning & development in contact centres
The call centre training handbook : a complete guide to learning & development in contact centres
by 
Wilson, John P. (John Peter), 1955 August 11-
Table of contents http://catdir.loc.gov/catdir/enhancements/fy0906/2008031241-t.html
Contributor biographical information http://catdir.loc.gov/catdir/enhancements/fy0906/2008031241-b.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy0906/2008031241-d.html
Format: 
Books
Publication Date 
2009
Excerpt: 
Customer services -- Management.
Available: Copies:
68. 
Cover image for Marketing management
Marketing management
by 
Kotler, Philip.
Table of contents Kostenfrei
E-book - Full text Myilibrary. You can only view this e-book online and not download it
Table of contents http://catdir.loc.gov/catdir/toc/ecip087/2008000337.html
Format: 
Books
Publication Date 
2009
Excerpt: 
customers -- Creating customer value, satisfation, and loyalty -- Analyzing consumer & business markets
Available: Copies:
69. 
Cover image for Fundamentals of selling : customers for life through service
Fundamentals of selling : customers for life through service
by 
Futrell, Charles.
Table of contents http://catdir.loc.gov/catdir/toc/ecip0620/2006030126.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy0708/2006030126-d.html
Format: 
Books
Publication Date 
2008
Excerpt: 
Fundamentals of selling : customers for life through service / Futrell, Charles.
Available: Copies:
70. 
Cover image for From products to services : insight and experience from companies which have embraced the service economy
From products to services : insight and experience from companies which have embraced the service economy
From products to services : insight and experience from companies which have embraced the service economy
by 
Young, Laurie, 1955-
Format: 
Books
Publication Date 
2008
Excerpt: 
From products to services : insight and experience from companies which have embraced the service
Available: Copies:
71. 
Cover image for Malcolm McDonald on marketing planning : understanding marketing plans and strategy
Malcolm McDonald on marketing planning : understanding marketing plans and strategy
by 
McDonald, Malcolm.
Table of contents http://www.loc.gov/catdir/toc/fy0803/2007037090.html
Format: 
Books
Publication Date 
2008 2007 2002
Excerpt: 
strategies -- 10. Place (distribution and customer service) strategies -- 11. Information and organization
Available: Copies:
72. 
Cover image for Strategy, innovation, and change : challenges for management
Strategy, innovation, and change : challenges for management
by 
Murray, John A., 1948-
Format: 
Books
Publication Date 
2008
Excerpt: 
customer understanding to strategy innovation: practical tools to establish competitive positioning / Cliff
Available: Copies:
73. 
Cover image for Customer care excellence : how to create an effective customer focus
Customer care excellence : how to create an effective customer focus
by 
Cook, Sarah, 1955-
Format: 
Books
Publication Date 
2008
Excerpt: 
Customer care excellence : how to create an effective customer focus / Cook, Sarah, 1955-
Available: Copies:
74. 
Cover image for The Brandpromise : how Costco, Ketel One, Make-a-wish, Tourism Vancouver, and other leading brands make and keep the promise that guarantees success!
The Brandpromise : how Costco, Ketel One, Make-a-wish, Tourism Vancouver, and other leading brands make and keep the promise that guarantees success!
by 
Knapp, Duane E.
Format: 
Books
Publication Date 
2008
Excerpt: 
Customer services.
Available: Copies:
75. 
Cover image for Innovation and the creative process : towards innovation with care
Innovation and the creative process : towards innovation with care
by 
Fuglsang, Lars.
Format: 
Books
Publication Date 
2008
Excerpt: 
Involvement in Services -- 3. Customer Relationship Management (CRM) as Innovation: Taking Care of the Right
Available: Copies:
76. 
Cover image for Managing supply chains : a logistics approach with student CD
Managing supply chains : a logistics approach with student CD
by 
Langley, C. John, 1946-
Format: 
Books
Publication Date 
2008
Excerpt: 
analysis -- Supply chain technology, managing information flows -- Demand management and customer services
Available: Copies:
77. 
Cover image for The art of client service
The art of client service
by 
Solomon, Robert.
Contributor biographical information http://catdir.loc.gov/catdir/enhancements/fy0838/2008298855-b.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy0838/2008298855-d.html
Format: 
Books
Publication Date 
2008
Excerpt: 
Customer services.
Available: Copies:
78. 
Cover image for Business marketing management : B2B
Business marketing management : B2B
by 
Hutt, Michael D.
Table of contents Kostenfrei
Table of contents http://catdir.loc.gov/catdir/toc/fy0705/2006924824.html
Contributor biographical information http://catdir.loc.gov/catdir/enhancements/fy1302/2006924824-b.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy1215/2006924824-d.html
Format: 
Books
Publication Date 
2007
Excerpt: 
-- Organizational Buying Behavior -- Customer Relationship Management Strategies for Business Markets -- Segmenting
Available: Copies:
80. 
Cover image for Service management and marketing : customer management in service competition
Service management and marketing : customer management in service competition
by 
Grèonroos, Christian, 1947-
Table of contents only http://www.loc.gov/catdir/toc/ecip071/2006030743.html
Format: 
Books
Publication Date 
2007
Excerpt: 
Service management and marketing : customer management in service competition / Grèonroos
Available: Copies:
81. 
Cover image for Customer service : a practical approach
Customer service : a practical approach
Customer service : a practical approach
by 
Harris, Elaine K.
Table of contents http://www.loc.gov/catdir/toc/ecip062/2005030573.html
Format: 
Books
Publication Date 
2007
Excerpt: 
Customer service : a practical approach / Harris, Elaine K.
Available: Copies:
82. 
Cover image for Supply chain management : strategy, planning, and operation
Supply chain management : strategy, planning, and operation
by 
Chopra, Sunil, 1960-
Format: 
Books
Publication Date 
2007
Excerpt: 
Customer services -- Management.
Available: Copies:
83. 
Cover image for Delivering knock your socks off service
Delivering knock your socks off service
by 
Performance Associates, Inc.
Table of contents only http://www.loc.gov/catdir/toc/ecip0615/2006018854.html
Format: 
Books
Publication Date 
2007
Excerpt: 
Customer services.
Available: Copies:
84. 
Cover image for The user is always right : a practical guide to creating and using personas for the Web
The user is always right : a practical guide to creating and using personas for the Web
by 
Mulder, Steve, 1968-
Table of contents only http://www.loc.gov/catdir/toc/fy0704/2006299390.html
Format: 
Books
Publication Date 
2007
Excerpt: 
Electronic commerce -- Customer services.
Available: Copies:
85. 
Cover image for Care packages for your customers : an idea a week to enhance customer service
Care packages for your customers : an idea a week to enhance customer service
by 
Glanz, Barbara A.
Format: 
Books
Publication Date 
2007
Excerpt: 
Care packages for your customers : an idea a week to enhance customer service / Glanz, Barbara A.
Available: Copies:
86. 
Cover image for How Toyota became #1 : leadership lessons from the world's greatest car company
How Toyota became #1 : leadership lessons from the world's greatest car company
by 
Magee, David, 1965-
Format: 
Books
Publication Date 
2007
Excerpt: 
Customer services -- Case studies.
Available: Copies:
87. 
Cover image for Dancing with the customer : 101 lessons towards service supremacy
Dancing with the customer : 101 lessons towards service supremacy
Dancing with the customer : 101 lessons towards service supremacy
by 
Dorrian, Paul.
Format: 
Books
Publication Date 
2007
Excerpt: 
Dancing with the customer : 101 lessons towards service supremacy / Dorrian, Paul.
Available: Copies:
89. 
Cover image for Accounting and financial management : developments in the international hospitality industry
Accounting and financial management : developments in the international hospitality industry
by 
Harris, Peter J. (Peter James), 1944-
Table of contents http://catdir.loc.gov/catdir/toc/fy0611/2006296416.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy0805/2006296416-d.html
Format: 
Books
Publication Date 
2006
Excerpt: 
hospitality services / Peter Harris -- Cross-border reporting for performance evaluation / Ian Graham -- Cost
Available: Copies:
90. 
Cover image for Fundamentals of selling : customers for life through service
Fundamentals of selling : customers for life through service
by 
Futrell, Charles.
Format: 
Books
Publication Date 
2006
Excerpt: 
Fundamentals of selling : customers for life through service / Futrell, Charles.
Available: Copies:
91. 
Cover image for The lovemarks effect : winning in the consumer revolution
The lovemarks effect : winning in the consumer revolution
by 
Roberts, Kevin, 1949-
Format: 
Books
Publication Date 
2006
Excerpt: 
Customer services -- Management.
Available: Copies:
93. 
Cover image for Branded customer service : the new competitive edge
Branded customer service : the new competitive edge
by 
Barlow, Janelle, 1943-
Format: 
Books
Publication Date 
2006 2004
Excerpt: 
Branded customer service : the new competitive edge / Barlow, Janelle, 1943-
Available: Copies:
94. 
Cover image for Creating a winning E-business
Creating a winning E-business
by 
Napier, H. Albert, 1944-
Table of contents http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=017630658&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
http://digitool.hbz-nrw.de:1801/webclient/DeliveryManager?pid=2951123&custom_att_2=simple_viewer
Format: 
Books
Publication Date 
2006
Excerpt: 
-- Unauthorized network access and theft of proprietary information -- Distributed denial of service attacks
Available: Copies:
95. 
Cover image for Amaze your customers! : creative tips on winning & keeping your customers
Amaze your customers! : creative tips on winning & keeping your customers
by 
Zanetti, Daniel.
Table of contents http://www.loc.gov/catdir/toc/ecip062/2005030518.html
Format: 
Books
Publication Date 
2006
Excerpt: 
Amaze your customers! : creative tips on winning & keeping your customers / Zanetti, Daniel.
Available: Copies:
96. 
Cover image for Services marketing management : a strategic perspective
Services marketing management : a strategic perspective
by 
Kasper, Hans.
Table of contents http://www.loc.gov/catdir/toc/ecip064/2005034528.html
Format: 
Books
Publication Date 
2006
Excerpt: 
Customer services -- Marketing -- Management.
Available: Copies:
97. 
Cover image for Service orientation : winning strategies and best practices
Service orientation : winning strategies and best practices
by 
Allen, Paul R.
Publisher description http://www.loc.gov/catdir/enhancements/fy0665/2006297001-d.html
Table of contents only http://www.loc.gov/catdir/enhancements/fy0665/2006297001-t.html
Format: 
Books
Publication Date 
2006
Excerpt: 
Customer services.
Available: Copies:
98. 
Cover image for Customer service delivery : research and best practices
Customer service delivery : research and best practices
by 
Fogli, Lawrence.
Format: 
Books
Publication Date 
2006
Excerpt: 
Customer service delivery : research and best practices / Fogli, Lawrence.
Available: Copies:
99. 
Cover image for Customer service from the inside out made easy
Customer service from the inside out made easy
by 
Levesque, Paul, 1947-
Table of contents http://www.loc.gov/catdir/toc/ecip063/2005032807.html
Format: 
Books
Publication Date 
2006
Excerpt: 
Customer service from the inside out made easy / Levesque, Paul, 1947-
Available: Copies:
100. 
Cover image for Great customer connections : simple psychological techniques that guarantee exceptional service
Great customer connections : simple psychological techniques that guarantee exceptional service
by 
Gallagher, Richard S.
Table of contents http://www.loc.gov/catdir/toc/ecip063/2005033220.html
Format: 
Books
Publication Date 
2006
Excerpt: 
Great customer connections : simple psychological techniques that guarantee exceptional service /
Available: Copies:
101. 
Cover image for Business applications and computational intelligence
Business applications and computational intelligence
by 
Voges, Kevin, 1952-
Format: 
Books
Publication Date 
2006
Excerpt: 
-making for consensus outcomes in organizations / Analyzing strategic stance in public services management
Available: Copies:
102. 
Cover image for Service leadership : the quest for competitive advantage
Service leadership : the quest for competitive advantage
by 
Grönfeldt, Svafa.
Table of contents http://www.loc.gov/catdir/toc/ecip0515/2005018321.html
Format: 
Books
Publication Date 
2006
Excerpt: 
Customer services -- Management.
Available: Copies:
103. 
Cover image for Connecting with your customers.
Connecting with your customers.
by 
Harvard Business School.
Table of contents only http://www.loc.gov/catdir/toc/ecip0610/2006007913.html
Format: 
Books
Publication Date 
2006
Excerpt: 
Customer services.
Available: Copies:
104. 
Cover image for Strategic database marketing
Strategic database marketing
by 
Hughes, Arthur Middleton.
Table of contents http://www.loc.gov/catdir/toc/ecip059/2005006389.html
Format: 
Books
Publication Date 
2006 2005
Excerpt: 
Strategic database marketing : the masterplan for starting and managing a profitable, customer
Available: Copies:
105. 
Cover image for The working world for young adults. Customer service an attitude not an occupation
The working world for young adults. Customer service an attitude not an occupation
The working world for young adults. Customer service an attitude not an occupation
by 
Dieffenbach, Michael.
Format: 
Video disc
Publication Date 
2006
Excerpt: 
The working world for young adults. Customer service an attitude not an occupation / Dieffenbach
Available: Copies:
106. 
Cover image for Service is front stage : positioning services for value advantage
Service is front stage : positioning services for value advantage
by 
Teboul, James
Format: 
Regular print
Publication Date 
2006
Excerpt: 
Service is front stage : positioning services for value advantage Teboul, James
Available: Copies:
107. 
Cover image for Human resource management in sport and recreation
Human resource management in sport and recreation
by 
Chelladurai, P.
Table of contents http://www.loc.gov/catdir/toc/ecip0519/2005027289.html
Format: 
Books
Publication Date 
2006
Excerpt: 
Perspectives -- Chapter 3 Clients As Human Resources -- Customer As Input, Throughput, and Output -- Customer
Available: Copies:
108. 
Cover image for Foundations of marketing
Foundations of marketing
by 
Jobber, David, 1947-
Format: 
Books
Publication Date 
2006
Excerpt: 
positioning. -- 6. Product and brand management. -- 7. Services marketing management. -- 8. Pricing strategy
Available: Copies:
109. 
Cover image for Strategic marketing
Strategic marketing
by 
Cravens, David W.
Table of contents http://catdir.loc.gov/catdir/enhancements/fy0619/2004061068-t.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy0619/2004061068-d.html
Format: 
Books
Publication Date 
2006
Excerpt: 
includes customer service, technology, customer relationships, pricing, and the global economy." "The cases
Available: Copies:
110. 
Cover image for Principles of marketing
Principles of marketing
by 
Kotler, Philip.
Table of contents http://catdir.loc.gov/catdir/toc/ecip055/2004029593.html
Table of contents http://digitool.hbz-nrw.de:1801/webclient/DeliveryManager?application=DIGITOOL-3&owner=resourcediscovery&custom_att_2=simple_viewer&user=GUEST&pid=1618996
http://www.prenhall.com
Format: 
Books
Publication Date 
2006
Excerpt: 
right relationships with the right customers -- Product, services, and branding strategy -- New
Available: Copies:
111. 
Cover image for Introduction to marketing
Introduction to marketing
by 
Lamb, Charles W.
Inhaltsverzeichnis
Table of contents http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=014584340&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
Format: 
Books
Publication Date 
2006 2005
Excerpt: 
managing products -- Services and nonprofit organization marketing -- Distribution decisions -- Marketing
Available: Copies:
112. 
Cover image for Managing service operations : design and implementation
Managing service operations : design and implementation
by 
Hollins, Bill.
Table of contents http://catdir.loc.gov/catdir/enhancements/fy0666/2006927097-t.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy0666/2006927097-d.html
Format: 
Books
Publication Date 
2006
Excerpt: 
Managing service operations : design and implementation / Hollins, Bill.
Available: Copies:
113. 
Cover image for The loyalty advantage : essential steps to energize your company, your customers, your brand
The loyalty advantage : essential steps to energize your company, your customers, your brand
by 
Durkin, Dianne M., 1947-
Table of contents http://www.loc.gov/catdir/toc/ecip055/2004030979.html
Format: 
Books
Publication Date 
2005
Excerpt: 
The loyalty advantage : essential steps to energize your company, your customers, your brand /
Available: Copies:
114. 
Cover image for Passionate and profitable : why customer strategies fail and ten steps to do them right
Passionate and profitable : why customer strategies fail and ten steps to do them right
by 
Arussy, Lior.
Contributor biographical information http://www.loc.gov/catdir/enhancements/fy0617/2004022230-b.html
Publisher description http://www.loc.gov/catdir/enhancements/fy0617/2004022230-d.html
Table of contents only http://www.loc.gov/catdir/toc/ecip051/2004022230.html
Format: 
Books
Publication Date 
2005
Excerpt: 
Customer services -- Management.
Available: Copies:
115. 
Cover image for Revolutionize your customer experience / Colin Shaw.
Revolutionize your customer experience / Colin Shaw.
by 
Shaw, Colin, 1928-
Contributor biographical information http://www.loc.gov/catdir/bios/hol059/2004056536.html
Publisher description http://www.loc.gov/catdir/description/hol054/2004056536.html
Table of contents http://www.loc.gov/catdir/toc/hol052/2004056536.html
Format: 
Books
Publication Date 
2005
Excerpt: 
Customer services.
Available: Copies:
116. 
Cover image for Best face forward : why companies must improve their service interfaces with customers
Best face forward : why companies must improve their service interfaces with customers
by 
Rayport, Jeffrey F.
Table of contents http://www.loc.gov/catdir/toc/ecip0414/2004002104.html
Format: 
Books
Publication Date 
2005
Excerpt: 
Best face forward : why companies must improve their service interfaces with customers / Rayport
Available: Copies:
117. 
Cover image for Willie's way : 6 secrets for wooing, wowing, and winning customers and their loyalty
Willie's way : 6 secrets for wooing, wowing, and winning customers and their loyalty
by 
Van Hooser, Phillip, 1957-
Table of contents only http://www.loc.gov/catdir/toc/ecip0512/2005013737.html
Contributor biographical information http://www.loc.gov/catdir/enhancements/fy0622/2005013737-b.html
Publisher description http://www.loc.gov/catdir/enhancements/fy0622/2005013737-d.html
Format: 
Books
Publication Date 
2005
Excerpt: 
Customer services.
Available: Copies:
118. 
Cover image for Clinical and research uses of an adolescent mental health intake questionnaire : what kids need to talk about
Clinical and research uses of an adolescent mental health intake questionnaire : what kids need to talk about
by 
Peake, Ken.
Table of contents http://www.loc.gov/catdir/toc/ecip056/2005001517.html
Format: 
Books
Publication Date 
2005
Excerpt: 
authorities discuss the enlightening findings and present ways to reshape services, taking into account
Available: Copies:
119. 
Cover image for Building great customer experiences
Building great customer experiences
by 
Shaw, Colin, 1958-
Format: 
Books
Publication Date 
2005
Excerpt: 
Customer services.
Available: Copies:
120. 
Cover image for A guide to customer service skills for help desk
A guide to customer service skills for help desk
A guide to customer service skills for help desk
by 
Knapp, Donna
Format: 
Books
Publication Date 
2005
Excerpt: 
A guide to customer service skills for help desk Knapp, Donna
Available: Copies:
121. 
Cover image for A guide to customer service skills for the help desk professional
A guide to customer service skills for the help desk professional
by 
Knapp, Donna.
Format: 
Books
Publication Date 
2005
Excerpt: 
A guide to customer service skills for the help desk professional / Knapp, Donna.
Available: Copies:
122. 
Cover image for Grasping service marketing
Grasping service marketing
Grasping service marketing
by 
Jordaan, Yolanda.
Format: 
Books
Publication Date 
2004
Excerpt: 
Customer services.
Available: Copies:
123. 
Cover image for International marketing
International marketing
by 
Czinkota, Michael R.
Format: 
Books
Publication Date 
2004
Excerpt: 
-- Customer service online:the HP Designjet -- The F-18 Hornet offset -- Kadimi Group of Companies (India
Available: Copies:
124. 
Cover image for Clued in : how to keep customers coming back again and again
Clued in : how to keep customers coming back again and again
by 
Carbone, Lewis P.
Format: 
Books
Publication Date 
2004
Excerpt: 
Customer services -- Quality control.
Available: Copies:
125. 
Cover image for 101 marketing strategies for accounting, law, consulting, and professional services firms
101 marketing strategies for accounting, law, consulting, and professional services firms
by 
Waugh, Troy.
Publisher description http://www.loc.gov/catdir/description/wiley041/2003021210.html
Table of contents http://www.loc.gov/catdir/toc/wiley041/2003021210.html
Contributor biographical information http://www.loc.gov/catdir/bios/wiley047/2003021210.html
Format: 
Books
Publication Date 
2004
Excerpt: 
101 marketing strategies for accounting, law, consulting, and professional services firms / Waugh
Available: Copies:
126. 
Cover image for Bottom-line call center management : creating a culture of accountability and excellent customer service
Bottom-line call center management : creating a culture of accountability and excellent customer service
by 
Butler, David L. (David Lawrence)
Format: 
Books
Publication Date 
2004
Excerpt: 
Call centers -- Customer services -- Evaluation.
Available: Copies:
127. 
Cover image for Call centres and human resource management : a cross-national perspective
Call centres and human resource management : a cross-national perspective
by 
Deery, Steve.
Table of contents http://www.loc.gov/catdir/toc/hol041/2003059603.html
Publisher description http://www.loc.gov/catdir/description/hol041/2003059603.html
Format: 
Books
Publication Date 
2004
Excerpt: 
Customer services -- Great Britain -- Management.
Available: Copies:
128. 
Cover image for Business success through service excellence
Business success through service excellence
by 
Clark, Moira.
Format: 
Books
Publication Date 
2004
Excerpt: 
Customer services.
Available: Copies:
129. 
Cover image for Introduction to help desk concepts and skills
Introduction to help desk concepts and skills
by 
Sanderson, Susan M.
Format: 
Electronic Resources
Publication Date 
2004
Excerpt: 
Computer industry -- Customer services -- Management.
Available: Copies:
130. 
Cover image for Fundamentals of selling : customers for life through service
Fundamentals of selling : customers for life through service
by 
Futrell, Charles.
Table of contents http://catdir.loc.gov/catdir/enhancements/fy0614/2003046332-t.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy0614/2003046332-d.html
Format: 
Electronic Resources
Publication Date 
2004
Excerpt: 
Fundamentals of selling : customers for life through service / Futrell, Charles.
Available: Copies:
132. 
Cover image for Principles of marketing
Principles of marketing
by 
Kotler, Philip.
Format: 
Books
Publication Date 
2004
Excerpt: 
: partnering to build customer relationships -- Marketing in the digital age : making new customer connections
Available: Copies:
133. 
Cover image for Electronic commerce 2004 : a managerial perspective
Electronic commerce 2004 : a managerial perspective
by 
Turban, Efraim.
Format: 
Books
Publication Date 
2004
Excerpt: 
electronic commerce : products and services -- 4. Consumer behavior, online market research, and customer
Available: Copies:
134. 
Cover image for Customer relationship management & customer service
Customer relationship management & customer service
by 
Brink, A. (Annekie)
Format: 
Books
Publication Date 
2004
Excerpt: 
Customer relationship management & customer service / Brink, A. (Annekie)
Available: Copies:
135. 
Cover image for Business marketing management : a strategic view of industrial and organizational markets
Business marketing management : a strategic view of industrial and organizational markets
by 
Hutt, Michael D.
Table of contents http://catdir.loc.gov/catdir/enhancements/fy1514/2002116678-t.html
Contributor biographical information http://catdir.loc.gov/catdir/enhancements/fy1514/2002116678-b.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy1514/2002116678-d.html
Format: 
Books
Publication Date 
2004
Excerpt: 
. Managing services for business markets. -- 14. Managing business marketing channels. -- 15. Pricing
Available: Copies:
136. 
Cover image for Connecting with customers : how to sell, service, and market the travel product
Connecting with customers : how to sell, service, and market the travel product
by 
Mancini, Marc, 1946-
Format: 
Books
Publication Date 
2003
Excerpt: 
Connecting with customers : how to sell, service, and market the travel product / Mancini, Marc
Available: Copies:
137. 
Cover image for Performance Research Associates' Delivering knock your socks off service.
Performance Research Associates' Delivering knock your socks off service.
by 
Zemke, Ron.
Format: 
Books
Publication Date 
2003
Excerpt: 
Customer services.
Available: Copies:
138. 
Cover image for The innovator's solution : creating and sustaining successful growth
The innovator's solution : creating and sustaining successful growth
by 
Christensen, Clayton M.
Table of contents http://www.loc.gov/catdir/toc/ecip045/2003014328.html
Format: 
Books
Publication Date 
2003
Excerpt: 
Customer services.
Available: Copies:
139. 
Cover image for The innovator's dilemma : the revolutionary book that will change the way you do business
The innovator's dilemma : the revolutionary book that will change the way you do business
by 
Christensen, Clayton M.
Publisher description http://www.loc.gov/catdir/description/hc041/2002027518.html
Format: 
Books
Publication Date 
2003 2000
Excerpt: 
Customer services.
Available: Copies:
140. 
Cover image for The firm of the future : a guide for accountants, lawyers, and other professional services
The firm of the future : a guide for accountants, lawyers, and other professional services
by 
Dunn, Paul.
Table of contents http://www.loc.gov/catdir/toc/wiley031/2002153131.html
Publisher description http://www.loc.gov/catdir/description/wiley039/2002153131.html
Format: 
Books
Publication Date 
2003
Excerpt: 
The firm of the future : a guide for accountants, lawyers, and other professional services / Dunn
Available: Copies:
141. 
Cover image for Focusing on customer service in Southern Africa
Focusing on customer service in Southern Africa
Focusing on customer service in Southern Africa
by 
Theron, Danie.
Format: 
Books
Publication Date 
2003
Excerpt: 
Focusing on customer service in Southern Africa / Theron, Danie.
Available: Copies:
142. 
Cover image for A framework for marketing management
A framework for marketing management
by 
Kotler, Philip.
Format: 
Books
Publication Date 
2003
Excerpt: 
Cycle -- 11. Setting Product and Brand Strategy -- 12. Designing and Managing Services -- 13. Designing
Available: Copies:
143. 
Cover image for Basic marketing : a global-managerial approach
Basic marketing : a global-managerial approach
by 
Perreault, William D., Jr.
Format: 
Books
Publication Date 
2002
Excerpt: 
customer service and logistics -- Retailers, wholesalers, and their strategy planning -- Promotion
Available: Copies:
144. 
Cover image for Customer service training
Customer service training
by 
Kamin, Maxine.
Format: 
Books
Publication Date 
2002
Excerpt: 
Customer service training / Kamin, Maxine.
Available: Copies:
145. 
Cover image for Dealing with difficult people
Dealing with difficult people
by 
Osborne, Christina.
Publisher description http://catdir.loc.gov/catdir/enhancements/fy0721/2001055343-d.html
Format: 
Books
Publication Date 
2002
Excerpt: 
Service à la clientèle.
Available: Copies:
146. 
Cover image for 101 ways to really satisfy your customers
101 ways to really satisfy your customers
by 
Griffiths, Andrew, 1966-
Contributor biographical information http://catdir.loc.gov/catdir/enhancements/fy0662/2003276974-b.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy0662/2003276974-d.html
Format: 
Books
Publication Date 
2002
Excerpt: 
Customer services.
Available: Copies:
147. 
Cover image for Hospitality and travel marketing
Hospitality and travel marketing
by 
Morrison, Alastair M.
Contributor biographical information http://catdir.loc.gov/catdir/enhancements/fy1514/2001028449-b.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy1514/2001028449-d.html
Table of contents only http://catdir.loc.gov/catdir/enhancements/fy1514/2001028449-t.html
Format: 
Books
Publication Date 
2002
Excerpt: 
Food service -- Marketing.
Available: Copies:
148. 
Cover image for Principles of service marketing and management
Principles of service marketing and management
by 
Lovelock, Christopher H.
Format: 
Books
Publication Date 
2002
Excerpt: 
Principles of service marketing and management / Lovelock, Christopher H.
Available: Copies:
149. 
Cover image for Internet marketing : readings and online resources
Internet marketing : readings and online resources
by 
Richardson, Paul, 1962-
Table of contents http://catdir.loc.gov/catdir/toc/mh021/00056868.html
Publisher description http://catdir.loc.gov/catdir/description/mh021/00056868.html
Format: 
Books
Publication Date 
2001
Excerpt: 
brand image, enhance customer relations, and create entirely new distribution channels for products and
Available: Copies:
150. 
Cover image for Principles of marketing
Principles of marketing
Principles of marketing
by 
Kotler, Philip.
Format: 
Electronic Resources
Publication Date 
2001
Excerpt: 
, targeting, and positioning for competitive advantage -- Developing the marketing mix. Product and services
Available: Copies:
151. 
Cover image for Seven power strategies for building customer loyalty
Seven power strategies for building customer loyalty
by 
Timm, Paul R.
Format: 
Books
Publication Date 
2001
Excerpt: 
Customer services.
Available: Copies:
152. 
Cover image for Customer equity : building and managing relationships as valuable assets
Customer equity : building and managing relationships as valuable assets
by 
Blattberg, Robert C., 1942-
Format: 
Books
Publication Date 
2001
Excerpt: 
Customer services -- Marketing.
Available: Copies:
153. 
Cover image for Data mining cookbook : modeling data for marketing, risk and customer relationship management
Data mining cookbook : modeling data for marketing, risk and customer relationship management
by 
Rud, Olivia Parr.
Format: 
Books
Publication Date 
2001
Excerpt: 
Customer services -- Data processing.
Available: Copies:
154. 
Cover image for Signposts to service excellence : the African paradigm
Signposts to service excellence : the African paradigm
by 
Shonhiwa, Shepherd.
Format: 
Books
Publication Date 
2001
Excerpt: 
Customer services -- Africa, Sub-Saharan.
Available: Copies:
155. 
Cover image for Good service is good business : 7 simple strategies for success
Good service is good business : 7 simple strategies for success
by 
DeVrye, Catherine.
Format: 
Books
Publication Date 
2001
Excerpt: 
Customer services.
Available: Copies:
156. 
Cover image for E-business & e-commerce : how to program
E-business & e-commerce : how to program
by 
Deitel, Harvey M., 1945-
Format: 
Books
Publication Date 
2001
Excerpt: 
Models Getting a Loan Online Recruiting on the Web Online News Services Online Travel Services Online
Available: Copies:
157. 
Cover image for Fish! : a remarkable way to boost morale and improve results
Fish! : a remarkable way to boost morale and improve results
by 
Lundin, Stephen C., 1941-
Format: 
Books
Publication Date 
2001 2000
Excerpt: 
Customer services.
Available: Copies:
158. 
Cover image for The complete MBA for dummies
The complete MBA for dummies
by 
Allen, Kathleen R.
Table of contents http://catdir.loc.gov/catdir/toc/wiley022/99069708.html
Table of contents http://digitool.hbz-nrw.de:1801/webclient/DeliveryManager?application=DIGITOOL-3&owner=resourcediscovery&custom_att_2=simple_viewer&user=GUEST&pid=715959
Contributor biographical information http://catdir.loc.gov/catdir/bios/wiley044/99069708.html
Publisher description http://catdir.loc.gov/catdir/description/wiley038/99069708.html
Format: 
Books
Publication Date 
2000
Excerpt: 
new world. You are nothing without a customer -- Focusing your efforts with a marketing plan -- Does
Available: Copies:
159. 
Cover image for Monitoring, measuring, and managing customer service
Monitoring, measuring, and managing customer service
by 
Goodman, Gary S.
Table of contents http://www.loc.gov/catdir/toc/wiley021/00025368.html
Publisher description http://www.loc.gov/catdir/description/wiley037/00025368.html
Format: 
Books
Publication Date 
2000
Excerpt: 
Monitoring, measuring, and managing customer service / Goodman, Gary S.
Available: Copies:
160. 
Cover image for Call centre effectiveness
Call centre effectiveness
Call centre effectiveness
by 
Els, Lien.
Format: 
Books
Publication Date 
2000
Excerpt: 
Customer services -- Management.
Available: Copies:
161. 
Cover image for Managing the guest experience in hospitality
Managing the guest experience in hospitality
by 
Ford, Robert C. (Robert Clayton), 1945-
Table of contents http://catdir.loc.gov/catdir/enhancements/fy1302/99049972-t.html
Contributor biographical information http://catdir.loc.gov/catdir/enhancements/fy1302/99049972-b.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy1302/99049972-d.html
Format: 
Books
Publication Date 
2000
Excerpt: 
Hospitality industry -- Customer services.
Available: Copies:
162. 
Cover image for How to profitably delight your customers
How to profitably delight your customers
by 
Mather, Hal.
Format: 
Books
Publication Date 
1999
Excerpt: 
Customer services -- Management.
Available: Copies:
163. 
Cover image for The big book of customer service training games : quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers
The big book of customer service training games : quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers
by 
Carlaw, Peggy.
Format: 
Books
Publication Date 
1999
Excerpt: 
The big book of customer service training games : quick, fun activities for training customer
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164. 
Cover image for Services marketing
Services marketing
by 
Kurtz, David L., 1941-
Format: 
Books
Publication Date 
1998
Excerpt: 
Customer services.
Available: Copies:
165. 
Cover image for Assessing service quality : satisfying the expectations of library customers
Assessing service quality : satisfying the expectations of library customers
by 
Hernon, Peter.
Format: 
Books
Publication Date 
1998
Excerpt: 
Assessing service quality : satisfying the expectations of library customers / Hernon, Peter.
Available: Copies:
166. 
Cover image for Business marketing
Business marketing
by 
Brierty, Edward G., 1925-
Format: 
Books
Publication Date 
1998
Excerpt: 
Service -- Ch. 15. Planning and Developing the Sales Force -- Ch. 16. Organizing and Controlling a Sales
Available: Copies:
167. 
Cover image for The psychology of customer service
The psychology of customer service
The psychology of customer service
by 
Jude, Brian.
Format: 
Books
Publication Date 
1998
Excerpt: 
The psychology of customer service Jude, Brian.
Available: Copies:
168. 
Cover image for Truth, lies, and advertising : the art of account planning
Truth, lies, and advertising : the art of account planning
by 
Steel, Jon.
Table of contents http://catdir.loc.gov/catdir/toc/onix04/97040334.html
Contributor biographical information http://catdir.loc.gov/catdir/bios/wiley042/97040334.html
Publisher description http://catdir.loc.gov/catdir/description/wiley033/97040334.html
Format: 
Books
Publication Date 
1998
Excerpt: 
Advertising agencies -- Customer services -- United States.
Available: Copies:
169. 
Cover image for The psychology of customer service
The psychology of customer service
The psychology of customer service
by 
Jude, Brian.
Format: 
Books
Publication Date 
1998 1990
Excerpt: 
The psychology of customer service / Jude, Brian.
Available: Copies:
170. 
Cover image for Managing facilities
Managing facilities
by 
Jones, Christine, MIMgt. MHCIMA.
Publisher description http://catdir.loc.gov/catdir/description/els033/98111564.html
Table of contents http://catdir.loc.gov/catdir/toc/els032/98111564.html
Format: 
Books
Publication Date 
1998
Excerpt: 
services operation delivery system -- Investing in staff -- Monitoring and controlling service provision
Available: Copies:
171. 
Cover image for Services marketing : a managerial perspective
Services marketing : a managerial perspective
by 
McColl, Rod, 1957-
Format: 
Books
Publication Date 
1998
Excerpt: 
Customer services.
Available: Copies:
172. 
Cover image for Managing packaged tourism : relationships, responsibilities and service quality in the inclusive holiday industry
Managing packaged tourism : relationships, responsibilities and service quality in the inclusive holiday industry
by 
Laws, Eric, 1945-
Format: 
Books
Publication Date 
1997
Excerpt: 
Managing packaged tourism : relationships, responsibilities and service quality in the inclusive
Available: Copies:
173. 
Cover image for Services marketing
Services marketing
by 
Lovelock, Christopher H.
Inhaltsverzeichnis
Table of contents http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=007918806&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
Format: 
Books
Publication Date 
1996
Excerpt: 
Services marketing / Lovelock, Christopher H.
Available: Copies:
174. 
Cover image for Basic marketing : a global-managerial approach
Basic marketing : a global-managerial approach
by 
Perreault, William D.
Format: 
Books
Publication Date 
1996
Excerpt: 
customers and their buying behavior -- Elements of product planning for goods and services -- Product
Available: Copies:
175. 
Cover image for Multicultural customer service : providing outstanding service across cultures
Multicultural customer service : providing outstanding service across cultures
by 
Aguilar, Leslie.
Format: 
Books
Publication Date 
1996
Excerpt: 
Multicultural customer service : providing outstanding service across cultures / Aguilar, Leslie.
Available: Copies:
176. 
Cover image for Quality management for information and library managers
Quality management for information and library managers
Quality management for information and library managers
by 
Brophy, Peter, 1950-
Format: 
Books
Publication Date 
1996
Excerpt: 
Information services -- Great Britain -- Administration.
Available: Copies:
177. 
Cover image for Intensive customer care : competitive strategies for South African companies
Intensive customer care : competitive strategies for South African companies
Intensive customer care : competitive strategies for South African companies
by 
Dorrian, A. P. (A. Paul)
Format: 
Books
Publication Date 
1996
Excerpt: 
Customer services -- South Africa.
Available: Copies:
179. 
Cover image for Aftermarketing : how to keep customers for life through relationship marketing
Aftermarketing : how to keep customers for life through relationship marketing
by 
Vavra, Terry G.
Format: 
Books
Publication Date 
1995
Excerpt: 
Customer services.
Available: Copies:
180. 
Cover image for Service, please, South Africa!
Service, please, South Africa!
Service, please, South Africa!
by 
Blem, Norman.
Format: 
Books
Publication Date 
1995
Excerpt: 
Customer services -- South Africa.
Available: Copies:
181. 
Cover image for I was your customer
I was your customer
I was your customer
by 
Cheales, Peter.
Format: 
Books
Publication Date 
1994
Excerpt: 
Customer services.
Available: Copies:
182. 
Cover image for Command performance : the art of delivering quality service
Command performance : the art of delivering quality service
Format: 
Books
Publication Date 
1994
Excerpt: 
Customer services.
Available: Copies:
184. 
Cover image for World class! : strategies for winning with your customer
World class! : strategies for winning with your customer
World class! : strategies for winning with your customer
by 
Manning, Anthony D.
Format: 
Books
Publication Date 
1991
Excerpt: 
Customer services -- Management.
Available: Copies:
185. 
Cover image for Operations management : improving customer service
Operations management : improving customer service
Operations management : improving customer service
by 
Schonberger, Richard.
Table of contents http://www.gbv.de/dms/hbz/toc/ht003948133.PDF
Format: 
Books
Publication Date 
1991
Excerpt: 
Operations management : improving customer service / Schonberger, Richard.
Available: Copies:
186. 
Cover image for Customer first : a strategy for quality service
Customer first : a strategy for quality service
by 
Walker, Denis.
Table of contents http://www.gbv.de/dms/hbz/toc/ht004229383.PDF
Format: 
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Publication Date 
1990
Excerpt: 
Customer first : a strategy for quality service / Walker, Denis.
Available: Copies:
187. 
Cover image for World class! : strategies for winning with your customer.
World class! : strategies for winning with your customer.
World class! : strategies for winning with your customer.
by 
Manning, Anthony D.
Format: 
Books
Publication Date 
1989
Excerpt: 
Customer services.
Available: Copies:
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