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Managing customer services por Hayes, Jenny

Services marketing people, technology, strategy por Lovelock, Christopher H.

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

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

Quality customer service por Martin, William B

Satisfying internal customers first a practical guide to improving internal and external customer satisfaction por 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 por Treacy, Michael

Service leadership the quest for competitive advantage por Gronfeldt, Svafa