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SUBJECTS (1-47 of 47)
Customer Services
1
Mark
  The age of intent : using artificial intelligence to deliver a superior customer experience
Kannan, P. V., author.
Herndon, VA : Amplify, an imprint of Mascot Books, [2019]   		2019
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL Reading Room 1st floor HDC  HF5415.5 .K363  4 WEEK LOAN  AVAILABLE
2
Mark
  The brave new service strategy : aligning customer relationships, market strategies, and business st
Gutek, Barbara A.
New York : AMACOM, c2000.   		c2000
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HF 5415.5 G9  8 WEEK LOAN  AVAILABLE
3
Mark
  Brilliant customer service
Stevens, Debra.
Harlow : Prentice Hall, 2010.   		2010
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL Teaching Reserve  658.812 STE  UNTIL CLOSING  ASK at the Reading Room
4
Mark
  Building a service culture / Barrie Hopson ... [et al.].

Aldershot : Gower, c1999.   		c1999
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL Teaching Reserve  658.812 HOP  UNTIL CLOSING  ASK at the Reading Room
5
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
6
Mark
  Business success through service excellence
Clark, Moira.
Edinburgh : Butterworth-Heinemann, 2004.   		2004
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HF 5415.5 C5  8 WEEK LOAN  AVAILABLE
7
Mark
  Creating a customer focused company : 25 proven customer service strategies.
Linton, Ian.
London : Pitman Publishing, 1994.   		1994
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL Teaching Reserve  658.812 LIN  UNTIL CLOSING  ASK at the Reading Room
8
Mark
  Customer care.
Bee, Frances.
London : Institute of Personnel and Development, 1995.   		1995
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL Teaching Reserve  658.812 BEE  UNTIL CLOSING  ASK at the Reading Room
9
Mark
  Customer care excellence : how to create an effective customer focus
Cook, Sarah, 1955-
London : Kogan Page, 2010.   		2010
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL Teaching Reserve  658.812 COO  UNTIL CLOSING  ASK at the Reading Room
10
Mark
  Customer relationship management.
Peelen, Ed, author.
Harlow, England : Pearson, 2013.   		2013
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL Reading Room 1st floor HDC  HF5415.5 .P44  4 WEEK LOAN  AVAILABLE
 BJL Reading Room 1st floor HDC  HF5415.5 .P44  4 WEEK LOAN  AVAILABLE
11
Mark
  Customer service : a practical approach.
Harris, Elaine K.
Upper Saddle River, N.J. : Prentice Hall, 2000.   		2000
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL Teaching Reserve  658.812 HAR  UNTIL CLOSING  ASK at the Reading Room
12
Mark
  Customer service : building successful skills for the twenty-first century.
Lucas, Robert W.
New York : McGraw-Hill Education, 2005.   		2005
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HF 5415.5 L9  8 WEEK LOAN  AVAILABLE
13
Mark
  Customer service : empowerment and entrapment

Basingstoke : Palgrave, 2001.   		2001
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HF 5415.5 C9  8 WEEK LOAN  AVAILABLE
 BJL 5th Floor  HF 5415.5 C9  8 WEEK LOAN  AVAILABLE
 BJL 5th Floor  HF 5415.5 C9  8 WEEK LOAN  AVAILABLE
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14
Mark
  Delivering customer service : a practical guide to managing successful customer relationships.
Payne, Sheila.
Oxford : How To Books, 1999.   		1999
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL Reading Room 1st floor HDC  HF 5415.5 P3  4 WEEK LOAN  AVAILABLE
15
Mark
  Delivering quality service : balancing customer perceptions and expectations
Zeithaml, Valarie A.
New York : Free Press, 1990.   		1990
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HF 5415.5 Z4  8 WEEK LOAN  AVAILABLE
16
Mark
  Developing a market orientation

Thousand Oaks, Calif. : Sage, c1999.   		c1999
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HF 5415.2 D4  8 WEEK LOAN  AVAILABLE
17
Mark
  Digital customer service : transforming customer experience for an on-screen world
DeLisi, Rick, author.
Hoboken, New Jersey : John Wiley & Sons, Inc., [2021] -Access this resource online 		2021
EBOOKS
18
Mark
  Digital customer service : transforming customer experience for an on-screen world
DeLisi, Rick, author.
Hoboken, New Jersey : Wiley, [2021]   		2021
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL Reading Room 1st floor HDC  HF5415.5 .D445  7 DAYS  AVAILABLE
 BJL Reading Room 1st floor HDC  HF5415.5 .D445  7 DAYS  AVAILABLE
 BJL Reading Room 1st floor HDC  HF5415.5 .D445  7 DAYS  AVAILABLE
Click to view copies/volumes at all libraries
19
Mark
  Driving customer equity : how customer lifetime value is reshaping corporate strategy
Rust, Roland T.
New York : Free Press, 2000.   		2000
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HF5415.5 R9  8 WEEK LOAN  AVAILABLE
20
Mark
  Exceeding customer expectations : find out what your customers want - and give them even more
Nash, Susan Antoinette, 1945-
Oxford : Pathways, 2000.   		2000
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL Reading Room 1st floor HDC  HF 5415.5 N2  4 WEEK LOAN  AVAILABLE
21
Mark
  The experience economy : work is theatre & every business a stage
Pine, B. Joseph.
Boston, Mass. : Harvard Business School Press, c1999.   		c1999
BOOK
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 BJL 5th Floor  HF 5415.15 P6  8 WEEK LOAN  AVAILABLE
 BJL 5th Floor  HF 5415.15 P6  8 WEEK LOAN  DUE 11-06-24
 BJL 5th Floor  HF 5415.15 P6  8 WEEK LOAN  AVAILABLE
Click to view copies/volumes at all libraries
22
Mark
  Fish! : a remarkable way to boost morale and improve results
Lundin, Stephen C., 1941-
New York : Hyperion, 2000.   		2000
BOOK
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 BJL Teaching Reserve  658.314 LUN  UNTIL CLOSING  ASK at the Reading Room
23
Mark
  Fish! : a remarkable way to boost morale and improve results
Lundin, Stephen C., 1941-
London : Hodder, 2011.   		2011
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HF 5549.5 M63 L9  8 WEEK LOAN  AVAILABLE
24
Mark
  The future of competition : co-creating unique value with customers
Prahalad, C. K.
Boston, Mass. : Harvard Business School Pub., c2004.   		c2004
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HD 41 P8  8 WEEK LOAN  AVAILABLE
25
Mark
  IMC : the next generation : five steps for delivering value and measuring returns using market commu
Schultz, Don E.
New York : McGraw-Hill, c2004.   		c2004
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HF 5415 S3  8 WEEK LOAN  AVAILABLE
 BJL 5th Floor  HF 5415 S3  8 WEEK LOAN  AVAILABLE
26
Mark
  The innovator's dilemma : when new technologies cause great firms to fail
Christensen, Clayton M.
Boston, Mass : Harvard Business School Press, c1997.   		c1997
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HD 53 C5  8 WEEK LOAN  AVAILABLE
27
Mark
  The innovator's dilemma : when new technologies cause great firms to fail
Christensen, Clayton M.
Boston, Massachusetts : Harvard Business Review Press, [2013] -Access this resource online 		2013
EBOOKS
28
Mark
  Key account management : a complete action kit of tools and techniques for achieving profitable key
Cheverton, Peter.
London : Kogan Page, c2004.   		c2004
BOOK
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 BJL 5th Floor  HF 5438.8 K48 C5  8 WEEK LOAN  AVAILABLE
 BJL 5th Floor  HF 5438.8 K48 C5  8 WEEK LOAN  AVAILABLE
29
Mark
  Knock your socks off service recovery
Zemke, Ron.
New York : AMACOM, c2000.   		c2000
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HF 5415.5 Z5  8 WEEK LOAN  AVAILABLE
30
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
31
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
32
Mark
  Relationship marketing
Irving, Ray.
Corby : Institute of Management, 1997.   		1997
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HF 5415 I7  8 WEEK LOAN  AVAILABLE
33
Mark
  Relationship marketing : bringing quality, customer service and marketing together
Christopher, Martin.
Oxford : Butterworth Heinemann in association with the Chartered Institute of Marketing, 1993.   		1993
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HF 5415 C5  8 WEEK LOAN  DUE 19-05-24
34
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
35
Mark
  Service level management : customer focused
Niessen, Jan.
London : Stationery Office/CCTA, 1997.   		1997
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HF 5415.53 N6  8 WEEK LOAN  AVAILABLE
36
Mark
  Service management and marketing : a customer relationship management approach.
Grönroos, Christian, 1947-
Chichester : Wiley, 2000.   		2000
BOOK
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 BJL 5th Floor  HD 9980.5 G8  8 WEEK LOAN  AVAILABLE
 BJL 5th Floor  HD 9980.5 G8  8 WEEK LOAN  AVAILABLE
37
Mark
  Service management and marketing : customer management in service competition
Grönroos, Christian, 1947-
Chichester : John Wiley, c2007.   		c2007
BOOK
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 BJL 5th Floor  HD 9980.5 G8  8 WEEK LOAN  AVAILABLE
 BJL 5th Floor  HD 9980.5 G8  8 WEEK LOAN  AVAILABLE
 BJL 5th Floor  HD 9980.5 G8  8 WEEK LOAN  AVAILABLE
Click to view copies/volumes at all libraries
38
Mark
  Services marketing.
Woodruffe, Helen.
London : Pitman Publishing, 1995.   		1995
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL Reading Room Mezzanine  338.4561000688 WOO  4 WEEK LOAN  AVAILABLE
39
Mark
  Services marketing : integrating customer focus across the firm
Zeithaml, Valarie A.
Boston : Irwin/McGraw-Hill, 2000.   		2000
BOOK
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 BJL Teaching Reserve  658.8 ZEI  UNTIL CLOSING  ASK at the Reading Room
40
Mark
  Services marketing : integrating customer focus across the firm
Zeithaml, Valarie A.
Boston, Mass. : McGraw-Hill, c2003.   		c2003
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HD 9980.5 Z4  8 WEEK LOAN  AVAILABLE
41
Mark
  Services marketing : integrating customer focus across the firm
Zeithaml, Valarie A.
Boston, Mass. : McGraw-Hill/Irwin, 2003.   		2003
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL Reading Room 1st floor HDC  HD 9980.5 Z4  4 WEEK LOAN  AVAILABLE
42
Mark
  Services marketing : integrating customer focus across the firm
Zeithaml, Valarie A.
Boston, Mass. : McGraw-Hill, 2005.   		2005
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HD 9980.5 Z4  8 WEEK LOAN  AVAILABLE
 BJL 5th Floor  HD 9980.5 Z4  8 WEEK LOAN  AVAILABLE
 BJL 5th Floor  HD 9980.5 Z4  8 WEEK LOAN  AVAILABLE
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43
Mark
  Services marketing : integrating customer focus across the firm.

London : McGraw-Hill Higher Education, c2012.   		c2012
BOOK
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 BJL Reading Room 1st floor HDC  HD 9980.5 S4  4 WEEK LOAN  AVAILABLE
 BJL Reading Room 1st floor HDC  HD 9980.5 S4  4 WEEK LOAN  AVAILABLE
 BJL Reading Room 1st floor HDC  HD 9980.5 S4  4 WEEK LOAN  AVAILABLE
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44
Mark
  Services marketing : integrating customer focus across the firm
Wilson, Alan, author.
Maidenhead, Berkshire : McGraw Hill Education, [2016]   		2016
BOOK
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 BJL Reading Room 1st floor HDC  HD9980.5 .W55  4 WEEK LOAN  DUE 30-04-24
 BJL Reading Room 1st floor HDC  HD9980.5 .W55  4 WEEK LOAN  AVAILABLE
 BJL Reading Room 1st floor HDC  HD9980.5 .W55  4 WEEK LOAN  AVAILABLE
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45
Mark
  Services marketing : managing the service value chain
Bruhn, Manfred.
Harlow : Financial Times Prentice Hall, 2006   		2006
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL Reading Room 1st floor HDC  HD 9980.5 B8  4 WEEK LOAN  AVAILABLE
46
Mark
  Twitter power 3.0 : how to dominate your market one tweet at a time
Comm, Joel.
Hoboken : John Wiley & Sons, 2015. -Access this resource online 		2015
EBOOKS
47
Mark
  Understanding and managing customers

Harlow : Financial Times Prentice Hall, 2005.   		2005
BOOK
LOCATION SHELVED AT LOAN TYPE STATUS
 BJL 5th Floor  HF 5415.5 U5  8 WEEK LOAN  AVAILABLE
 BJL 5th Floor  HF 5415.5 U5  8 WEEK LOAN  AVAILABLE
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