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  1. 1
    SEEKING customers edited with an introduction by Benson P.Shapiro and John J.Sviokla.
    Published Boston: Harvard Business School Press, 1993.
  2. 2
    KEEPING customers edited with an introduction by John J. Sviokla and Benson P. Shapiro.
    Published Boston: Harvard Business School Press, 1993.
  3. 3
    Full price competing the value in the new economy Thomas J. Winninger
    by WINNINGER
    Published Chicago Dearborn Financial Pubs. 2000
  4. 4
    The customer delight principle exceeding customer's expectation for bottom-line success Timothy L. Keiningham and Terry G. Vavra
    by KEINIGHAM
    Published Chicago McGraw Hill 2001
  5. 5
    Human sigma Managing the employee-customer encounter John H.Fleming and Jim Asplund
    by FLEMING
    Published New York Gallup Press 2007
  6. 6
    The marking enterprise business success and soceital embedding Jean-Claude Thoenig and Charles Waldman
    by THOENIG
    Published New York: Palgrave Macmillan, 2007
  7. 7
    Answering the ultimate question how Net Promoter can transform your business Richard Owen, Laura L. Brooks
    by OWEN
    Published San Francisco: Jossey-Bass, 2009
  8. 8
    Customer once, client forever 12 tools for building lifetime business relationships Richard Buckingham
    by BUCKINGHAM
    Published Washington Kiplinger Books 2001
  9. 9
    Service strategy management moves for customer results Jacques Hororitz
    by HOROVITZ
    Published Britain Pearson Education Limited 2000
  10. 10
    Satisfaction:how every great company listens to the voice of the customer Chris Denove,James D. Power IV
    by DENOVE
    Published New York Portfolio 2006
  11. 11
    The ultimate question driving good profits and true growth Fred Reichheld
    by REICHHELD
    Published Boston Harvard Business School Publishing 2006
  12. 12
    The seven lost secrets of success million dollar ideas of Bruce Barton, America's forgotten genius Joe Vitale
    by VITALE
    Published New Jersey John Wiley 2007
  13. 13
    The customer experience edge technology and techniques for delivering an enduring, profitable and positive experience to your customers by Reza Soudagar, Vinay Iyer, Volker Hildebrand.
    by SOUDAGAR
    Published New York McGraw-Hill 2012
  14. 14
    The experience the 5 principles of Disney service and relationship excellence Bruce Loeffler and Brian T. Church
    by Loeffler
    Published Hoboken, New Jersey Wiley 2015
  15. 15
    Kepuasan pelanggan dan hubungannya dengan kualiti perkhidmatan satu kajian di Istana Budaya Kuala Lumpur Alexander Anak Wong
    by ALEXANDER Anak Wong
    Published Sintok Universiti Utara Malaysia 2004
  16. 16
    Mengukur kualiti perkhidmatan perbandaran menggunakan skala servqual satu kajian di Majlis Perbandaran Shah Alam (MPSA), Shah Alam, Selangor Lim An Tong
    by LIM An Tong
    Published Bangi Universiti Kebangsaan Malaysia 1998
  17. 17
    The relationship between service quality with customer satisfaction and academic achievement in private institutions of higher learning Shahimi bin Mohtar
    by SHAHMI bin Mohtar
    Published Australia University of South Autralia 2005