A Hotel Manager's Handbook : 189 Techniques for Achieving Exceptional Guest Satisfaction
Vincent P. Magnini
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Customer Relationship Management : Concept, Strategy, and Tools
V. Kumar
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Customer Service : Career Success Through Customer Loyalty
Paul Timm
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Customer Service: Pearson New International Edition : A Practical Approach
Elaine Harris
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Managing Customer Experience and Relationships : A Strategic Framework
Don (President and Founder of Marketing 1:1, Inc.) Peppers
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Delighting Customers : How to build a customer-driven organization
P. Donovan
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The New Customer Experience Management : Why and How the Companies of The Future Address Their Customers' Needs Proactively
Ivaylo Yorgov
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Managing Customer Experience and Relationships : A Strategic Framework
Don Peppers
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Effective Complaint Management : The Business Case for Customer Satisfaction
Bernd Stauss
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