17 1 10 Suharto Abdul Majid Primary Author mixed material 9789797692773 Jakarta Rajawali Pers. 2009 983214_db2b6e56-9791-47ca-9c4c-50ab78bb948b.jpg.jpg Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits John A. Goodman Primary Author mixed material 9780814413333 AMACOM 2009 Strategic_Customer_Service.png.png James A Fitzsimmons Primary Author Mona J Fizsimmons Additional Author mixed material 007124409 McGraw Hill 2006 Service_Management.png.png managing the service value chain Manfred Bruhn Primary Author Dominik Georgi Additional Author mixed material 9780273681571 Pearson 2006 Services_marketing_managing_the_service_value_chain.png.png What Works (and What Doesn’t) in Customer Loyalty Programs Arthur Middleton Hughes Primary Author mixed material 0071429042 New York McGraw Hill 2003 The_Customer_Loyalty_Solution_What_Works_%28and_What_Doesn%E2%80%99t%29_in_Customer_Loyalty_Programs.png.png Mapping IMPROVING CUSTOMER SATISFACTION J. Mike Jacka Primary Author Paulette J. Keller Primary Author mixed material 9780470444580 Canada John Wiley & Sons Inc. 2009 Business_Process.png.png a handbook for implementing great service in your organization ROBERT SPECTOR Primary Author PATRICK MCCARTHY Additional Author mixed material 0471702862 John Wiley & Sons the_nordstrom_way.png.png Pat Wellington Primary Author mixed material 9780749459987 Kogan Page 2010 effective_customer_care.png.png quick and easy techniques that get great results Second Edition Renée Evenson Primary Author mixed material 9780814416419 AMACOM 2011 cs_training_101.png.png Tony Newby Primary Author Sean McManus Additional Author mixed material 1903776007 management pocketbooks the_cs_pocketbook.png.png