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Built to Last: Successful Habits of Visionary Companies
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The Ultimate Question: Driving Good Profits and True Growth
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Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)
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Human Sigma: Managing the Employee-Customer Encounter
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The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
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Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers
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Managing the Customer Experience: Turning customers into advocates (Financial Times Series)
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Loyalty Rules: How Today's Leaders Build Lasting Relationships
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Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
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Interactive Services Marketing
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Mastering the Dynamics of Innovation
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Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
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Service Breakthroughs
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Loyalty Rules! How Leaders Build Lasting Relationships
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Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)
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The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees
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Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series) (Relevant Knowledge)
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Strategic Management: Concepts and Cases (10th Edition)
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On Great Service: A Framework for Action
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Competing on the Edge : Strategy as Structured Chaos
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Moments of Truth
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Service Breakthroughs: Changing the Rules of the Game
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Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, Second Edition
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Winning the Service Game
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From Quality to Business Excellence: A Systems Approach to Management
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Interactive Services Marketing
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Service Management and Marketing : A Customer Relationship Management Approach, 2nd Edition
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Putting the Service-Profit Chain to Work (HBR OnPoint Enhanced Edition)
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New Service Development and Innovation in the New Economy
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Service Management Course
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A Manager's Guide to Technology Forecasting and Strategy Analysis Methods
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