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001 | keepingcustomers00svio | ||
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005 | 20140120101332.0 | ||
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008 | 921016s1993 maua b 001 0 eng | ||
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_a0875843336 (acid-free paper) : _c$29.95 |
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020 | _a9780875843339 (acid-free paper) | ||
035 | _a(OCoLC)27012902 | ||
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_aHF5415.5 _b.K45 1993 |
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_aKeeping customers / _h[electronic resource] _cedited, with an introduction by John J. Sviokla and Benson P. Shapiro. |
260 |
_aBoston, MA : _bHarvard Business School Press, _cc1993. |
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300 |
_axx, 384 p. : _bill. ; _c25 cm. |
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440 | 4 | _aThe Harvard business review book series | |
500 | _aArticles originally published in the Harvard business review, 1968-1992. | ||
500 | _aCompanion volume to: Seeking customers. | ||
504 | _aIncludes bibliographical references and index. | ||
505 | 0 | _aPut the customer at the heart of your business -- What the hell is "market oriented"? / Benson P. Shapiro -- Marketing is everything / Regis McKenna -- After the sale is over / Theodore Levitt -- Manage the business from the customer's point of view -- Staple yourself to an order / Benson P. Shapiro, V. Kasturi Rangan, and John J. Sviokla -- Designing services that deliver / G. Lynn Shostack -- How to manage customer service / William M. Hutchison, Jr. and John F. Stolle -- Execute with quality -- Competing on the eight dimensions of quality / David A. Garvin -- Quality is more than making a good product / Hirotaka Takeuchi and John A. Quelch -- The power of unconditional service guarantees / Christopher W.L. Hart -- Keep the relationship vibrant -- Make sure your customers keep coming back / F. Stewart DeBruicker and Gregory L. Summe -- Exploit your product's service life cycle / George W. Potts -- Good product support is smart marketing / Milind M. Lele and Uday S. Karmarkar -- The case of the tech service tangle / Benson P. Shapiro -- | |
505 | 0 | _aTurn sows' ears into silk purses -- The case of the complaining customer / Dan Finkelman and Tony Goland -- The profitable art of service recovery / Christopher W.L. Hart, James L. Heskett, and W. Earl Sasser, Jr. -- Convert customer satisfaction into profits -- Manage customers for profits (not just sales) / Benson P. Shapiro ... [et al.] -- Suppliers-- manage your customers / Randy Myer -- Zero defections : quality comes to services / Frederick F. Reichheld and W. Earl Sasser, Jr. -- Measure what matters -- How to measure yourself against the best / Frances Gaither Tucker, Seymour M. Zivan, and Robert C. Camp -- Measure costs right : make the right decisions / Robin Cooper and Robert S. Kaplan -- The performance measurement manifesto / Robert G. Eccles. | |
650 | 0 |
_aCustomer services _zUnited States. |
|
650 | 0 |
_aConsumer satisfaction _zUnited States. |
|
650 | 6 |
_aService à la clientèle _zÉtats-Unis. |
|
650 | 6 |
_aConsommateurs _xSatisfaction _zÉtats-Unis. |
|
650 | 0 | 7 |
_aAufsatzsammlung. _2swd |
650 | 0 | 7 |
_aKundenmanagement. _2swd |
700 | 1 | _aSviokla, J. J. | |
700 | 1 | _aShapiro, Benson P. | |
730 | 0 | _aHarvard business review. | |
856 | 4 | 1 |
_uhttp://www.archive.org/details/keepingcustomers00svio _zFree eBook from the Internet Archive |
856 | 4 | 2 |
_uhttp://www.openlibrary.org/books/OL1734379M _zAdditional information and access via Open Library |
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