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Marketing

Research Guides

Customer Service

101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Ukens, Lorraine L.. (J. Wiley & Sons Inc., c2007)
McNichols Campus Library
HF 5415.5 .U44 2007

1,001 Ways to Keep Customers Coming Back: WOW Ideas That Make Customers Happy and Will Increase Your Bottom Line

Greiner,Donna and Theodore B. Kinni. (Prima Pub., c1999)
McNichols Campus Library
HF 5415.335 .G74 1999

Anytime, Anywhere: How the Best Bricks-and-clicks Businesses Deliver Seamless Service to Their Customers

Spector, Robert. (Oxford : Perseus, 2003)
McNichols Campus Library
HF 5415.5 .S64 2002

Best Practices in Customer Service

Zemke, Ron and John A. Woods. (AMACOM, 1999)
McNichols Campus Library
HF 5415.5 .B484 1999

Branded Customer Service: The New Competitive Edge

Barlow, Janelle. (Berrett-Koehler, c2004)
McNichols Campus Library
HF 5415.5 .B3667 2004

The Brave New Service Strategy: Aligning Customer Relationships, Market Strategies, and Business Structures

Gutek, Barbara A.. (AMACOM, c2000)
McNichols Campus Library
HF 5415.5 .G78 2000

Building Great Customer Experiences

Shaw, Colin. (New York : Palgrave, 2002)
McNichols Campus Library
HF 5415.5 .S53 2002

Customer Service: A Practical Approach

Harris, Elaine K.. (Prentice Hall, c2000)
McNichols Campus Library
HF 5415.5 .H2897 2000

Delivering Knock Your Socks Off Service

Performance Research Associates. (American Management Association, c2003.)
McNichols Campus Library
HF 5415.5 .A53 2003

Driving Customer Equity: How Lifetime Customer Value is Reshaping Corporate Strategy

Rust, Roland T.. (Free Press, 2000)
McNichols Campus Library
HF 5415.5 .H2896 2000

The Future of Competition: Co-creating Unique Value with Customers

Prahalad, C. K. and Venkat Ramaswamy. (Harvard Business School Pub., c2004)
McNichols Campus Library
HD 41 .P73 2004

Integrity Service: Treat Your Customers Right -- Watch Your Business Grow

Willingham, Ron. (Free Press, c2005)
McNichols Campus Library
HF 5415.5 .W585 2005

It's All About Service: How to Lead Your People to Care for Your Customers

Pelletier, Ray. (John Wiley & Sons, Inc., c2005)
McNichols Campus Library
HF 5415.5 .P45 2005

The Nordstrom Way to Customer Service Excellence: A Handbook for Implementing Great Service in Your Organization

Spector, Robert, and Patrick McCarthy. (John Wiley & Sons)
McNichols Campus Library
HF 5415.5 .S628 2005

One Customer, Divisible: Linking Customer Insight to Loyalty and Advocacy Behavior

Lowenstein, Michael W.. (Texere/Thomson, c2005)
McNichols Campus Library
HF 5415.5 .L683 2005

Relationship Edge in Business: Connecting with Customers and Colleagues When It Counts

Acuff, Jerry. (Wiley, 2004)
McNichols Campus Library
HF 5415.5 .A3 2004

The Relationship Edge in Business: The Key to Strategic Influence and Selling Succes

Acuff, Jerry; and Wood, Wally. (Wiley, 2007)
HF 5415.5 .A3 2007

The Service-dominant Logic of Marketing: Dialog, Debate, and Directions

Lusch, Robert F. and Stephen L. Vargo, eds .. (M.E. Sharpe, c2006)
McNichols Campus Library
HF 5415 .S377 2006

Seven Power Strategies for Building Customer Loyalty

Timm, Paul R.. (AMACOM, 2001)
McNichols Campus Library
HF 5415.5 .T515 2001

Stop, Ask, and Listen: Proven Sales Techniques to Turn Browsers into Buyers

Robertson, Kelley. (Wiley, c2004)
McNichols Campus Library
HF 5438.25 .R6195 2004

Total Access: Giving Customers What They Want in an Anytime, Anywhere World

McKenna, Regis. (Harvard Business School Press, c2002)
McNichols Campus Library
Harvard Business School Press, c2002

The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

Heskett, James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger. (The Free Press, c2003)
McNichols Campus Library
HF 5415.5 .H473 2003

When Customers Talk: -- Turn What They Tell You into Sales

Gross, T. Scott and BIGresearch. (Dearborn Trade Pub., c2005)
McNichols Campus Library
HF 5415.5 .G762 2005

Zingerman's Guide to Giving Great Service

Weinzweig, Ari. (Hyperion, c2004)
McNichols Campus Library
HF 5415.5 .W445 2004

The Service Quality Handbook

Scheuing, Eberhard E.; Christopher, William F. (eds.). (Amacom, c1993)
McNichols Campus Library
HF 5415.5 .S467 1993

Julia L. Eisenstein

Associate Librarian
Reference Services
McNichols Campus Library

eisensjl@udmercy.edu
313-578-0576

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