Maximizing Call Center Performance : 136 Innovative Ideas for Increasing Productivity and Customer Satisfaction
Madeline Bodin
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Gower Handbook of Call and Contact Centre Management
Natalie Calvert
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Service-Ability : Create a Customer Centric Culture and Achieve Competitive Advantage
Kevin (Durham University, UK) Robson
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Fairness in Consumer Contracts : The Case of Unfair Terms
Chris Willett
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Definitive Guide to Order Fulfillment and Customer Service, The : Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations
CSCMP
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Customer Loyalty Programmes and Clubs
Stephan A. Butscher
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Memorable Customer Experiences : A Research Anthology
Joelle Vanhamme
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Service Quality : New Directions in Theory and Practice
Roland T. Rust
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101 Activities for Delivering Knock Your Socks Off Service
Ann Thomas
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Business Process Mapping Workbook : Improving Customer Satisfaction
J. Mike Jacka
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Service Leadership : The Quest for Competitive Advantage
Svafa Gronfeldt
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Leading the Customer Experience : Inspirational Service Leadership
Sarah Cook
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Know Your Customer : New Approaches to Understanding Customer Value and Satisfaction
Robert B. (University of Tennessee) Woodruff
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Involving Customers In New Service Development
Bo (Karlstad Univ, Sweden) Edvardsson
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The Practical Guide to Achieving Customer Satisfaction in Events and Hotels
Philip (Edge Hotel School, University of Essex, UK) Berners
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Measuring Customer Service Effectiveness
Sarah Cook
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Social Network Analysis in Telecommunications
Carlos Andre Reis Pinheiro
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Data Mining Techniques in CRM : Inside Customer Segmentation
Konstantinos K. (Eurobank, Greece) Tsiptsis
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Managing Service Level Quality : Across Wireless and Fixed Networks
Peter (Hutchison 3G UK Ltd) Massam
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Service-Oriented Architecture : A Planning and Implementation Guide for Business and Technology
Eric A. Marks
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Customer's New Voice : Extreme Relevancy and Experience through Volunteered Customer Information
John S. McKean
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The Customer Loyalty Pyramid
Michael Lowenstein
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Building a Successful Customer-service Culture : A Guide for Library and Information Managers
Maxine Melling
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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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