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Managing customer services di Hayes, Jenny

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

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

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

Quality customer service di Martin, William B

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

Service leadership the quest for competitive advantage di Gronfeldt, Svafa