Library

SUBJECTS (1-23 of 23)

Consumer Satisfaction

1 Mark		The Apple experience : secrets to building insanely great customer loyalty Gallo, Carmine. New York ; London : McGraw-Hill, c2012. Access this resource online	c2012 EBOOKS

2 Mark		The best service is no service : how to liberate your customers from customer service, keep them hap Price, Bill, 1950- San Francisco, Calif. : Jossey-Bass ; Chichester : John Wiley [distributor], c2008. Access this resource online	c2008 EBOOKS

Mark

Building great customer experiences
Shaw, Colin, 1928-
Basingstoke : Palgrave Macmillan, 2005.

2005
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HF 5415.5 S5	8 WEEK LOAN	AVAILABLE

Mark

Consumer boycotts : effecting change through the marketplace and the media.
Friedman, Monroe.
New York : Routledge, 1999.

1999
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HF 5415.33 U5 F9	8 WEEK LOAN	AVAILABLE
BJL 5th Floor	HF 5415.33 U5 F9	8 WEEK LOAN	AVAILABLE

Mark

Customer behavior : a managerial perspective
Sheth, Jagdish N.
Mason, Ohio : Thomson/South-Western, c2004.

c2004
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL Reading Room 1st floor HDC	HF 5415.32 S5	4 WEEK LOAN	AVAILABLE
BJL Reading Room 1st floor HDC	HF 5415.32 S5	4 WEEK LOAN	AVAILABLE

Mark

Customer behavior : consumer behavior and beyond
Sheth, Jagdish N.
Fort Worth, TX : Dryden Press, 1999.

1999
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HF 5415.32 S5	8 WEEK LOAN	AVAILABLE
BJL 5th Floor	HF 5415.32 S5	8 WEEK LOAN	AVAILABLE
BJL 5th Floor	HF 5415.32 S5	8 WEEK LOAN	AVAILABLE

Click to view copies/volumes at all libraries

Mark

Customer chemistry : how to keep the customers you want-- and say "good-bye" to the ones you don't
Naylor, Mary.
Chicago, Ill. : McGraw-Hill, c2002.

c2002
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HF 5415.335 N3	8 WEEK LOAN	AVAILABLE

Mark

The customer delight principle : exceeding customers' expectations for bottom-line success
Keiningham, Timothy L.
Chicago, Ill. : McGraw Hill, c2001.

c2001
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HF 5415.335 K2	8 WEEK LOAN	AVAILABLE

Mark

Customer loyalty and success.
Lynch, James John.
Basingstoke : Macmillan, 1995.

1995
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL Teaching Reserve	658.8 LYN	UNTIL CLOSING	ASK at the Reading Room

Mark

Emotion marketing : the Hallmark way of winning customers for life
Robinette, Scott.
New York : McGraw-Hill, c2001.

c2001
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HF 5415 R6	8 WEEK LOAN	AVAILABLE

Mark

Getting consumers' views of maternity care : examples of how the OPCS survey manual can help.
Garcia, Jo, 1950-
London : HMSO, 1993.

1993
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	q HQ 759 G2	8 WEEK LOAN	AVAILABLE

Mark

Improving customer satisfaction, loyalty, and profit : an integrated measurement and management syst
Johnson, Michael David.
San Francisco : Jossey-Bass, 2000.

2000
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HF 5415.335 J6	8 WEEK LOAN	AVAILABLE

Mark

Know your customer : new approaches to understanding customer value and satisfaction
Woodruff, Robert B.
Malden, Mass. : Blackwell Business, 1996.

1996
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL Reading Room 1st floor HDC	HF 5415.32 W8	4 WEEK LOAN	AVAILABLE

Mark

The loyalty effect : the hidden force behind growth, profits and lasting value.
Reichheld, Frederick F.
Boston : Harvard Business School Press, 1996.

1996
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL Teaching Reserve	658.4 REI	UNTIL CLOSING	ASK at the Reading Room

Mark

The loyalty effect : the hidden force behind growth, profits, and lasting value
Reichheld, Frederick F.
Boston, Mass. : Harvard Business School Press, 2001.

2001
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HF 5415.5 R3	8 WEEK LOAN	AVAILABLE

Mark

Magnetic service : secrets of creating passionately devoted customers
Bell, Chip R.
San Francisco, Calif. : Berrett-Koehler Publishers, 2003.

2003
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HF 5415.5 B4	8 WEEK LOAN	AVAILABLE

Mark

Managing retail consumption
Davies, Barry, 1948-
Chichester : Wiley, 2002.

2002
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HF 5429 D2	8 WEEK LOAN	AVAILABLE

Mark

Market-driven management : how to define, develop, and deliver customer value
Webster, Frederick E.
Hoboken, N.J. : Wiley, c2002.

c2002
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HF 5415.13 W3	8 WEEK LOAN	AVAILABLE

Mark

The power of relationship marketing : how to keep customers for life.
Cram, Tony.
London : Pitman, 1994.

1994
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HF 5415.5 C8	8 WEEK LOAN	AVAILABLE

20 Mark		Researching customer satisfaction & loyalty how to find out what people really think Szwarc, Paul. London : Kogan Page, 2005. Access this resource online	2005 EBOOKS

Mark

Revlutionize your customer experience : Colin Shaw.
Shaw, Colin, 1958-
Basingstoke : Palgrave Macmillan, 2005.

2005
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HF 5415.5 S5	8 WEEK LOAN	AVAILABLE
BJL 5th Floor	HF 5415.5 S5	8 WEEK LOAN	AVAILABLE

Mark

The second century : reconnecting customer and value chain through build-to-order : moving beyond ma
Holweg, Matthias.
Cambridge, Mass. : MIT, 2004.

2004
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HD 9710 A2 H7	8 WEEK LOAN	AVAILABLE
BJL 5th Floor	HD 9710 A2 H7	8 WEEK LOAN	AVAILABLE

Mark

When customers think we don't care : ending actions that self-destruct companies, customer service a
Buchanan, Richard W.
Sydney ; London : McGraw-Hill, 2002.

2002
BOOK

LOCATION	SHELVED AT	LOAN TYPE	STATUS
BJL 5th Floor	HF 5415.5 B9	8 WEEK LOAN	AVAILABLE