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Managing customer services 著者: Hayes, Jenny

Services marketing people, technology, strategy 著者: Lovelock, Christopher H.

Crafting the customer experience for people not like you how to delight and engage the customers your competitors don't understand 著者: McDonald, Kelly 1961-

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Total quality service principles, practices, and implementation 著者: Stamatis, D. H. 1947-

Quality customer service 著者: Martin, William B

Satisfying internal customers first a practical guide to improving internal and external customer satisfaction 著者: Chang, Richard Y.

Best practices in customer service

Successful service operations management

The discipline of market leaders choose your customers, narrow your focus, dominate your market 著者: Treacy, Michael

Service leadership the quest for competitive advantage 著者: Gronfeldt, Svafa