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Product service planning : service-marketing engineering interactions
New York : AMACOM, 1980Format: Book
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3
How to measure service quality & customer satisfaction : the informal field guide for tools and techniques
Chicago, Ill. : American Marketing Assoc., 1998Format: Book
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4
Behind the cloud : the untold story of how Salesforce.com went from idea to billion-dollar company--and revolutionized an industry
San Francisco, CA : Jossey-Bass, 2009
First edition.Format: Book
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5
The service edge : 101 companies that profit from customer care
New York, N.Y. : New American Library, 1989Format: Book
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6
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The customer-driven company : moving from talk to action
Reading, Mass. : Addison-Wesley, 1991Format: Book
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8
The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company
New York : McGraw-Hill, 2008Format: Book
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9
Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization
San Francisco : Jossey-Bass, 1987
1st ed.Format: Book
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10
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11
When America does it right : case studies in service quality
Norcross, Ga. : Industrial Engineering and Management Press, 1988Format: Book
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12
Disney U : how Disney University develops the world's most engaged, loyal, and customer-centric employees
New York : McGraw-Hill Education, 2013Format: Book
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13
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14
Creating a customer-centered culture : leadership in quality, innovation, and speed
Milwaukee, Wis. : ASQC Quality Press, 1993Format: Book
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15
The ends game : how smart companies stop selling products and start delivering value
Cambridge, Massachusetts : The MIT Press, 2020Format: Book
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16
The service era : leadership in a global environment
Cambridge, Mass. : Productivity Press, 1990Format: Book
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17
Emotional labor in the 21st century : diverse perspectives on the psychology of emotion regulation at work
New York : Routledge, 2013Format: Book
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18
Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization.
San Francisco : Jossey-Bass Publishers, 1993
Rev. ed. /Format: Book
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19
On the front line : organization of work in the information economy
Ithaca, N.Y. : ILR Press, 1999Format: Book
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20
Measure what matters : online tools for understanding customers, social media, engagement, and key relationships
Hoboken, N.J. : Wiley, 2011Format: Book