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Service management and marketing : customer management in service competition. Christian Grönroos.
by Christian Grönroos. Edition: 3rd ed. Publisher: Chichester, West Sussex, England ; Hoboken, NJ : J. Wiley & Sons, ©2007Availability: Items available for loan: IUKL Library [Call number: HD9980.5 Gro] (1). Items available for reference: IUKL Library [Call number: HD9980.5 Gro] (1).
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Passionate and profitable : why customer strategies fail and ten steps to do them right Lior Arussy
by Arussy , Lior. Material type:  Book; Format:
print
; Literary form:
Not fiction
Publisher: Hoboken, N.J. : Wiley, 2005Availability: Items available for loan: IUKL Library [Call number: HF5415.5 Aru] (1).
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Customer service : a practical approach / Elaine K. Harris.
by Harris, Elaine K. Edition: 6th ed. International edition Publisher: Boston : Pearson, c2013Availability: Items available for loan: IUKL Library [Call number: HF5415.5 Har] (1).
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Services marketing : people, technology, strategy / Christopher Lovelock, Jochen Wirtz.
by Lovelock, Christopher H | Wirtz, Jochen. Edition: 7th ed.Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: Boston : Prentice Hall ; c2011Availability: Items available for loan: IUKL Library [Call number: HF5415.13 Lov] (2).
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Service-ability : create a customer centric culture and gain competitive advantage / Kevin Robson.
by Robson, Kevin. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: Chichester, U.K. : Wiley, 2013Availability: Items available for loan: IUKL Library [Call number: HF5415.5 Rob] (1).
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The innovator's dilemma : the revolutionary book that will change the way you do business / Clayton M. Christensen.
by Christensen, Clayton M. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: New York : Harper Business, c2003Availability: Items available for loan: IUKL Library [Call number: HD53 Chr] (1).
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The innovator's solution : creating and sustaining successful growth / Clayton M. Christensen, Michael E. Raynor.
by Christensen, Clayton M | Raynor, Michael E. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: Boston, Mass. : Harvard Business School Press, c2003Availability: Items available for loan: IUKL Library [Call number: HD53 Chr] (1).
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A guide to service desk concepts / Donna Knapp
by Knapp, Donna, author. Edition: 4th ed.Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: Boston, MA : Course Technology, Cengage Learning, c2014Availability: Items available for reference: IUKL Library [Call number: HF5415.5 Kna] (1).
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Key element guide. ITIL service design / author, Lou Hunnebeck, Third Sky Inc. ; key element guide authoring team, David Cannon, BMC Software [and four others].
by Lou Hunnebeck, author | David Cannon (IT service manager) | Stationery Office (Great Britain). Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: London : TSO, 2012Availability: Items available for loan: IUKL Library [Call number: HD62.12 Key] (1).
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50 powerful ideas you can use to keep your customers [electronic resource] / by Paul R. Timm.
by Timm, Paul R | ebrary, Inc. Edition: 3rd ed.Material type: Book; Format:
electronic
available online
 ; Literary form:
Not fiction
Publisher: Franklin Lakes, NJ : Career Press, c2002Other title: Fifty powerful ideas you can use to keep your customers.Online access: An electronic book accessible through the World Wide Web; click to view Availability: Items available for loan: IUKL Library (1).
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Strategic customer management [electronic resource] : strategizing the sales organization / Nigel F. Piercy and Nikala Lane.
by Piercy, Nigel | Lane, Nikala | ebrary, Inc. Material type: Book; Format:
electronic
available online
; Literary form:
Not fiction
Publisher: Oxford ; New York : Oxford University Press, 2009Online access: An electronic book accessible through the World Wide Web; click to view Availability: Items available for loan: IUKL Library (1).
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Customer winback [electronic resource] : how to recapture lost customers and keep them loyal / Jill Griffin and Michael W. Lowenstein ; foreword by Don Peppers and Martha Rogers.
by Griffin, Jill | Lowenstein, Michael W, 1942- | ebrary, Inc. Edition: 1st ed.Material type: Book; Format:
electronic
available online
; Literary form:
Not fiction
Publisher: San Francisco : Jossey-Bass, c2001Online access: An electronic book accessible through the World Wide Web; click to view Availability: Items available for loan: IUKL Library (1).
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50 powerful ideas you can use to keep your customers [electronic resource] / by Paul R. Timm.
by Timm, Paul R | ebrary, Inc. Edition: 3rd ed.Material type: Book; Format:
electronic
available online
; Literary form:
Not fiction
Publisher: Franklin Lakes, NJ : Career Press, c2002Other title: Fifty powerful ideas you can use to keep your customers.Online access: An electronic book accessible through the World Wide Web; click to view Availability: Items available for loan: IUKL Library (1).
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Strategic customer management [electronic resource] : strategizing the sales organization / Nigel F. Piercy and Nikala Lane.
by Piercy, Nigel | Lane, Nikala | ebrary, Inc. Material type: Book; Format:
electronic
available online
; Literary form:
Not fiction
Publisher: Oxford ; New York : Oxford University Press, 2009Online access: An electronic book accessible through the World Wide Web; click to view Availability: Items available for loan: IUKL Library (1).
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Customer winback [electronic resource] : how to recapture lost customers and keep them loyal / Jill Griffin and Michael W. Lowenstein ; foreword by Don Peppers and Martha Rogers.
by Griffin, Jill | Lowenstein, Michael W, 1942- | ebrary, Inc. Edition: 1st ed.Material type: Book; Format:
electronic
available online
; Literary form:
Not fiction
Publisher: San Francisco : Jossey-Bass, c2001Online access: An electronic book accessible through the World Wide Web; click to view Availability: Items available for loan: IUKL Library (1).
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What to say to a porcupine [electronic resource] : 20 humorous tales that get to the heart of great customer service / Richard S. Gallagher.
by Gallagher, Richard S | ebrary, Inc. Material type: Book; Format:
electronic
available online
; Literary form:
Not fiction
Publisher: New York : American Management Association, c2008Online access: An electronic book accessible through the World Wide Web; click to view Availability: Items available for loan: IUKL Library (1).
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Delivering knock your socks off service [electronic resource] / Ron Zemke.
by Zemke, Ron | ebrary, Inc. Edition: 3rd ed.Material type: Book; Format:
electronic
available online
; Literary form:
Not fiction
Publisher: New York : London : AMACOM ; McGraw-Hill, 2003Online access: An electronic book accessible through the World Wide Web; click to view Availability: Items available for loan: IUKL Library (1).
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Service innovation [electronic resource] : organizational responses to technological opportunities & market imperatives / editors, Joe Tidd, Frank M. Hull.
by Hull, Frank M | Tidd, Joseph, 1960- | ebrary, Inc. Material type: Book; Format:
electronic
available online
; Literary form:
Not fiction
Publisher: London : Imperial College Press, c2003Other title: Organizational responses to technological opportunities & market imperatives.Online access: An electronic book accessible through the World Wide Web; click to view Availability: Items available for loan: IUKL Library (1).
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Marketing for rainmakers [electronic resource] : 52 rules of engagement to attract and retain customers for life / Phil Fragasso.
by Fragasso, Philip M, 1950- | ebrary, Inc. Material type: Book; Format:
electronic
available online
; Literary form:
Not fiction
Publisher: Hoboken, N.J. : John Wiley & Sons, c2008Online access: An electronic book accessible through the World Wide Web; click to view Availability: Items available for loan: IUKL Library (1).
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Understanding the construction client [electronic resource] / David Boyd and Ezekiel Chinyio.
by Boyd, David | Chinyio, E. (Ezekiel) | ebrary, Inc. Material type: Book; Format:
electronic
available online
; Literary form:
Not fiction
Publisher: Oxford ; Malden, MA : Blackwell, 2006Online access: An electronic book accessible through the World Wide Web; click to view Availability: Items available for loan: IUKL Library (1).
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