Publications |
|
Customer Service Quality Concepts A Marketing/Business Perspective (cont'd) |
|
For Further Reading: Albrecht, Karl., (1992) "The Only Thing That Matters Bringing the Power of the Customer into the Center of Your Business," Harper-Business/Collins, New York, NY. Band, William A., (1991), "Creating Value for Customers Design & Implementing a Total Corporate Strategy," John Wiley & Sons, New York, NY. Barsky, Jonathan D., (1995), "World-Class Customer Satisfaction," Irwin Professional Publishing, Burr Ridge, IL and New York NY. Berry, Leonard L., (1995), "On Great Service A Framework for Action," The Free Press, New York NY. Brown, Stanley A., 1995), "What Customers Value Most How to achieve business transformation by focusing on processes that touch your customers," John Wiley & Sons, Toronto, ON. Gale, Bradley T., (1994), "Managing Customer Value Creating Quality and Service That Customers Can See," The Free Press, New York, NY. Prokesch, Steven E., "Competing on Customer Service - An Interview with British Airways' Sir Colin Marshall," HBR Nov.-Dec. 1995 issue, pages 101 to 112, Boston MS. Weiser, Charles, R., "Championing the Customer British Airways has given customer relations a critical new mission," HBR Nov.-Dec. 1995 issue, pages 113 to 116, Boston MS. Whiteley, Richard, and Diane Hessan, (1996), "Customer Centered Growth Five Proven Strategies for Building Competitive Advantage," Addison Wesley, New York, NY. Zeithaml, Valarie A., A. Parasuraman and Leonard L. Berry, (1990), "Delivering Quality Service Balancing Customer Perceptions and Expectations," The Free Press, New York, NY. |
|