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Bangalore tiger : how Indian tech upstart Wipro is rewriting the rules of global competition / Steve Hamm.
by Hamm, Steve. Publisher: New York ; London : McGraw-Hill, c2007Availability: Items available for loan: SKOLKOVO Library [Call number: HD2900.12.W56 H35] (1).
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Building the value machine : transforming your business through collaborative customer partnerships / Peter Cheverton.
by Cheverton, Peter. Publisher: London ; Philadelphia : Kogan Page, 2010Online access: Contributor biographical information | Publisher description | Table of contents only Availability: Items available for loan: SKOLKOVO Library [Call number: HD57.7 .C488] (1).
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Chocolates on the pillow aren't enough : reinventing the customer experience / Jonathan M. Tisch ; with Karl Weber.
by Tisch, Jonathan M. Publisher: Hoboken, N.J. : John Wiley & Sons, Inc., c2007Online access: Table of contents only | Contributor biographical information | Publisher description Availability: Items available for loan: SKOLKOVO Library [Call number: TX911.3.C8 T57] (1).
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Customer care excellence : how to create an effective customer focus / Sarah Cook.
by Cook, Sarah, 1955-. Edition: 5th ed., Fully updated.Publisher: London ; Philadelphia : Kogan Page, 2008Online access: Table of contents only | Contributor biographical information Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.5 .C6635] (1).
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Do the right thing : how dedicated employees create loyal customers and large profits / James F. Parker.
by Parker, James F. (James Francis), 1947-. Publisher: Upper Saddle River, N.J. : Wharton School Pub., c2008Online access: Table of contents only Availability: Items available for loan: SKOLKOVO Library [Call number: HE9803.S68 P37] (1).
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The experience economy : work is theatre & every business a stage / B. Joseph Pine II, James H. Gilmore.
by Pine, B. Joseph | Gilmore, James H, 1959-. Publisher: Boston, MA : Harvard Business School Press, c1999Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.15 .P56] (1).
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Flip the funnel : how to use existing customers to gain new ones / Joseph Jaffe.
by Jaffe, Joseph, 1970-. Publisher: Hoboken, N.J. : John Wiley & Sons, c2010Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.5 .J33] (1).
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The innovator's dilemma : when new technologies cause great firms to fail / Clayton M. Christensen.
by Christensen, Clayton M. Publisher: Boston, Mass. : Harvard Business School Press, c1997Availability: Items available for loan: SKOLKOVO Library [Call number: HD53 .C49 1997] (24). Checked out (1). Lost (3).
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The multichannel challenge : integrating customer experiences for profit / Hugh Wilson, Rod Street and Lindsay Bruce.
by Wilson, Hugh, 1962- | Street, Rod | Bruce, Lindsay. Publisher: Oxford ; Boston : Butterworth-Heinemann, 2008Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.129 .W55] (1).
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Niche envy : marketing discrimination in the digital age / Joseph Turow.
by Turow, Joseph. Publisher: Cambridge, MA : MIT Press, c2006Other title: Marketing discrimination in the digital age.Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.32 .T95] (1).
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Cram101 textbook outlines to accompany Services marketing : people, technology, strategy, Christopher H. Lovelock, Jochen Wirtz, 6th ed.
by Lovelock, Christopher H. Services marketing | Academic Internet Publishers (AIPI). Publisher: [S.l. : Academic Internet Publishers (AIPI)], c2010Other title: Outlines & highlights for Services marketing : people, technology, strategy by Christopher H. Lovelock, Jochen Wirtz.Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.13 .C73] (1).
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The ownership quotient : putting the service profit chain to work for unbeatable competitive advantage / James L. Heskett, W. Earl Sasser, Joe Wheeler.
by Heskett, James L | Sasser, Earl W | Wheeler, Joe. Publisher: Boston, Mass. : Harvard Business Press, c2008Online access: Table of contents only Availability: Items available for loan: SKOLKOVO Library [Call number: HF5827.95 .H47] (1).
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Service leadership : the quest for competitive advantage / Svafa Grönfeldt , Judith Strother.
by Grönfeldt, Svafa | Strother, Judith B. Publisher: Thousand Oaks : SAGE Publications, c2006Online access: Table of contents only | Publisher description | Contributor biographical information Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.5 .G756] (1).
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Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
by Zeithaml, Valarie A | Bitner, Mary Jo | Gremler, Dwayne D. Edition: 5th ed.Publisher: Boston : McGraw-Hill Irwin, c2009Online access: Contributor biographical information | Publisher description | Table of contents only Availability: Items available for loan: SKOLKOVO Library [Call number: HD9980.5 .Z45] (1).
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Strategic customer management : strategizing the sales organization / Nigel F. Piercy and Nikala Lane.
by Piercy, Nigel | Lane, Nikala. Publisher: Oxford ; New York : Oxford University Press, 2009Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415 .P54] (1).
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Unleashing excellence : the complete guide to ultimate customer service / Dennis Snow, Teri Yanovitch.
by Snow, Dennis | Yanovitch, Teri. Edition: 2nd ed.Publisher: Hoboken, N.J. : John Wiley, c2010Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.5 .S66] (1).
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We are smarter than me : how to unleash the power of crowds in your business / Barry Libert &, Jon Spector ; and thousands of contributors.
by Libert, Barry | Spector, Jon, 1956-. Publisher: Upper Saddle River, N.J. : Wharton School Pub., c2008Online access: Table of contents only Availability: Items available for loan: SKOLKOVO Library [Call number: HD69.S8 L53] (1).
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Who's your Gladys? : how to turn even the most difficult customer into your biggest fan / Marilyn Suttle and Lori Jo Vest.
by Suttle, Marilyn | Vest, Lori Jo. Publisher: New York : American Management Association, c2009Other title: Who is your Gladys?.Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.5 .S885] (1).
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The discipline of market leaders : choose your customers, narrow your focus, dominate your market / Michael Treacy and Fred Wiersema.
by Treacy, Michael | Wiersema, Frederik D. (Frederik Derk). Edition: [Expanded ed.].Publisher: Reading, Mass. : Addison-Wesley Pub. Co., c1997Online access: Table of contents | Contributor biographical information | Publisher description Availability: Items available for loan: SKOLKOVO Library [Call number: HD41 .T67] (1).
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Great customer connections : simple psychological techniques that guarantee exceptional service / Richard S. Gallagher.
by Gallagher, Richard S. Publisher: New York : AMACOM, c2006Availability: Items available for loan: SKOLKOVO Library [Call number: HF5415.5 .G348] (1).
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