Consumer Behavior
Frank (University of Cincinnati) Kardes
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Strategic Customer Management : Strategizing the Sales Organization
Nigel F (Professor of Marketing and Strategy, Warwick Business Piercy
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Strategic Customer Management : Integrating Relationship Marketing and CRM
Adrian (Professor, University of New South Wales, Sydney) Payne
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How to Measure Customer Satisfaction
Nigel Hill
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Satellite Marketing : Using Social Media to Create Engagement
Kevin (ideahaus, Del Mar, California, USA) Popovic
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Digital Channels and Social Media Management in Luxury Markets
Fabrizio Mosca
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Managing Customer Experience and Relationships : A Strategic Framework
Don Peppers
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The World of Customer Service
Pattie (Northern Arizona University) Gibson
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Call Center Continuity Planning
Jim Rowan
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Customer Friendly : The Organizational Architecture of Service
James T. Ziegenfuss
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Electronic Customer Relationship Management
Jerry Fjermestad
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Building Customer-brand Relationships
Don E. Schultz
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Customer Visits: Building a Better Market Focus : Building a Better Market Focus
Edward F. McQuarrie
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Superior Customer Value : Finding and Keeping Customers in the Now Economy
Art (Nova Southeastern University, USA) Weinstein
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Total Customer Satisfaction : A Comprehensive Approach for Health Care Providers
Stephanie G. Sherman
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Customer Advisory Boards : A Strategic Tool for Customer Relationship Building
David L Loudon
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Quick Service Restaurants, Franchising, and Multi-Unit Chain Management
Francis A Kwansa
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Quick Service Restaurants, Franchising, and Multi-Unit Chain Management
Francis A Kwansa
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On the Front Line : Organization of Work in the Information Economy
Stephen J. Frenkel
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Analyzing Costs, Procedures, Processes, and Outcomes in Human Services : An Introduction
Brian T. Yates
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Fast and Efficient Context-Aware Services
Danny (Technion, Israel Institute of Technology) Raz
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Modern Analysis of Customer Surveys : with Applications using R
Ron S. (KPA Ltd., Israel) Kenett
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Service Selling : A Guide to Increasing Sales and Profits in Consumer Financial Services
Robert G. Stemper
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Hotel Front Office Simulation : A Workbook and Software Package
Sheryl F. Kline
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