Service Management Books

SERVICE MANAGEMENT BOOKS

Barlow, Janelle, (2009), A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong, 2nd ed., Berrett-Koehler, San Francisco Barnes, Cindy, Helen Blake and David Pinder, (2009),Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit, Kogan Page Bradley, Mark, (2004), Inconvenience Stores: One year in UK Customer Service, Ardra Press Bradley, Mark, (2008), Retails of the Unexpected, Ardra Press, Hull Buttle, Francis, (2008), Customer Relationship Management, 2nd edition, ButterworthHeinemann Craven, Robert, (2005), Customer is King, Virgin Books, London Davis, Mark M. and Janelle Heineke, (2003), Managing Services: Using Technology to Create Value, McGraw-Hill, Boston DiJulius, John R., (2008), What's the Secret?: to Providing a World-class Customer Experience, John Wiley & Sons Edvardsson, Bo and Bo Enquist, (2008), Values Based Service for Sustainable Business: Lessons from IKEA, Routledge Evenson, Renee, (2007), Award-Winning Customer Service: 101 Ways to Guarantee Great Performance, Amacom Fitzsimmons, James A. and Mona J. Fitzsimmons, (2010) 7th ed., Service Management, McGraw-Hill, New York Fitzsimmons, James A. and Mona J. Fitzsimmons, (eds) (2000) New Service Design, Sage Publications Ford, David, Lars Erik-Gadde, Håkan Håkansson, Ivan Snehota, (2003), Managing Business Relationships, 2nd ed., Wiley, Chichester Ford. David, Lars Erik-Gadde, Håkan Håkansson, Ivan Snehota (2011), Managing Business Relationships, 3rd ed., Wiley, Chichester Ghani, Ejaz, (2010), The Service Revolution in South Asia, OUP Oxford Grigoroudis, Evangelos and Yannis Siskos, (2009) Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality (International Series in Operations Research & Management Science), Springer Grönfeldt, Svata and Judith Banks Strother, (2006), Service Leadership: The Quest for Competitive Advantage, Sage Publications Grönroos, Christian, (2007), Service Management...