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Creating value for customers: designing and implementing a total corporate strategy

by Band, William A.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: New York John Wiley & Sons 1991Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.812 B2C7] (1).

Design and operation of customer service systems

by Bender, Paul S.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: New York AMACOM 1976Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.812 B3D3] (1).

Customer service: the road to greater profits

by Moseley, Lloyd W.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: New York Chain Store Age Books 1972Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.812 M6C8] (1).

After sales service systems and records

by Tavernier, Gerard.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: London Gower Press 1971Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.812 T2A3] (1).

Technical service in the American economy: a problem in marketing management

by Hauk, James G.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: Ann Arbor The University of Michigan 1962Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.83 H2T3] (1).

Delivering quality service: balancing customer perceptions and expectations

by Zeithaml, Valarie A | Parasuraman, A | Berry, Leonard L.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: New York Free Press 1990Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.83 Z3D3-1] (2).

World-class customer satisfaction

by Barsky, Jonathan D.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: Burr Ridge Irwin 1995Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.812 B2W6] (1).

Taking charge and letting go: a breakthrough strategy for creating and managing the horizontal company

by Spector, Bert A.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: New York The Free Press 1995Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.4 S7T2] (1).

Service management and marketing: managing the moments of truth in service competition

by Gronroos, Christian.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: Lexington Lexington Books 1990Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.8 G7S3] (1).

Customer retention: an integrated process for keeping your best customers

by Lowenstein, Michael W.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: Delhi Oxford University Press 1997Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.812 L6C8] (1).

What customers value most: how to achieve business transformation by focusing on processes that touch your customers

by Brown, Stanley A.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: Toronto John Wiley & Sons 1995Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.812 B7W4] (1).

A model of customer satisfaction with service encounters involving failure and recovery

by Smith, Amy K | Bolton, Ruth N | Wagner, Janet.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: Cambridge Marketing Science Institute 1998Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.8 S6M6] (1).

Customer bonding: 5 steps to lasting customer loyalty

by Cross, Richard | Smith, Janet.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: Lincolnwood NTC Business Books 1996Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.812 C7C8] (1).

Best of class: building a customer service organization

by Shelton, Ken [Editor].

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: Provo Executive Excellence Publishing 1998Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.812 B3] (1).

Sales strategies: negotiating and winning corporate deals

by Newby, Chris.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: London Kogan Page 1998Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.812 N3S2] (1).

Customer behaviour: consumer behaviour and beyond

by Sheth, Jagdish N | Mittal, Banwari | Newman, Bruce I.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: Fort Worth Dryden Press 1999Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.812 S4C8] (1).

Dynamic model of consumers' usage of services: usage as an antecedent and consequence of satisfaction

by Bolton, Ruth N | Lemon, Katherine N.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: Cambridge Marketing Science Institute 1998Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.8 B6D9] (1).

Climbing the commitment ladder: the impact on customer commitment of disconfirmation of service expectations

by White, Susan S | Schneider, Benjamin.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: Cambridge Marketing Science Institute 1998Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.812 W4C5] (1).

Competing on value: bridging the gap between brand and customer value

by Knox, Simon | Maklan, Stan.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: London Financial Times Pitman Publishing 1998Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.812 K6C6] (1).

Quick response in the supply chain

by Hadjiconstantinou, Eleni [Editor].

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: Berlin Springer 1999Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658 Q8] (1).

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