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  1. 1
    Taking charge and letting go : a breakthrough strategy for creating and managing the horizontal company Bert A.Spector.
    by SPECTOR
    Published New York: The Free Press, 1995.
  2. 2
    The discipline of market leaders Michael Treacy and Fred Wiersema..
    by TREACY
    Published Reading: Addison-Wesley, 1995.
  3. 3
    Dealing with demanding customers : how to turn complaints into opportunities David M.Martin.
    by MARTIN
    Published London: Pitman Pub., 1994.
  4. 4
    Delivering quality service : balancing customer perceptions and expectations Valarie A. Zeithaml, A Parasuraman, Leonard L. Berry.
    by ZEITHAML
    Published New York: The Free Press, 1990.
  5. 5
    KEEPING customers edited with an introduction by John J. Sviokla and Benson P. Shapiro.
    Published Boston: Harvard Business School Press, 1993.
  6. 6
    Beyond customer service : keeping customers for life Richard F. Gerson.
    by GERSON
    Published California: Crisp Publications, 1992.
  7. 7
    COMMAND performance : the art of delivering quality service with a preface by John E Martin.
    Published Boston: Harvard Business School Publishing, 1994.
  8. 8
    Managing to keep the customer : how to achieve and mantain superior customer service throughout the organization Robert L. Desatrick, Dennis H Detzel.
    by DESATRICK
    Published San Francisco: Josey Bass Pub, 1993.
  9. 9
    The real heroes of business and not a ceo among them Bill Fromm and Len Schlesinger.
    by FROMM
    Published New York: Doubleday, 1994.
  10. 10
    Managing public services:competition and decentralization Richard Common,Norman Flyn and Elizabeth Mellon..
    by COMMON
    Published Oxford: Butterworth-Heinemann, 1993.
  11. 11
    Up your service! strategies and action steps to delight your customers now Ron Kaufman
    by KAUFMAN
    Published Singapore Ron Kaufman Pte. Ltd 2000
  12. 12
    Emotional value creating strong bonds with your customers Janelle Barlow and Dianna Maul
    by BARLOW
    Published San Francisco Berrett-Koehler Pubs 2000
  13. 13
    Branded customer service the new competitive edge Janelle Barlow and Paul Stewart.
    by Barlow
    Published San Francisco Berret-Kohler 2004
  14. 14
    The world of customer service Pattie Odgers
    by ODGERS
    Published Ohio Thomson South-Western 2004
  15. 15
    Are your customer being served? how to boost profit by delivering exceptional customer sevice Pauline Rowson
    by ROWSON
    Published London Rowmark 2007
  16. 16
    Award winning customer service 101 ways to guarantee great performance Rence Evenson
    by EVENSON
    Published New York Amacom 2007
  17. 17
    100 Powerful Ways to Win & Keep New Customers fast, simple, inexpensive, profitable & proven ideas you can use starting today Paul R. Timm
    by TIMM
    Published Kuala Lumpur Advantage Quest Pub 2005
  18. 18
    Applying sun Tzu's art of war in customer service Khoo Kheng_hor
    by KHOO Kheng-Hor
    Published Selangor, Malaysia Pelanduk Publications 2002
  19. 19
    Intelligent enterprise a knowledge and service based paradigm for industry James Brian Quinn, foreward by Tom Peters
    by QUINN
    Published New York The Free Press 1992
  20. 20
    Integrity service treat your customers right, watch your business grow Ron Willingham
    by WILLINGHAM
    Published New York Free Press 2005