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Managing customer services by Hayes, Jenny

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

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

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

Quality customer service by Martin, William B

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

Service leadership the quest for competitive advantage by Gronfeldt, Svafa