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001 keepingcustomers00svio
003 CaSfIA
005 20140120101332.0
007 cr||||
008 921016s1993 maua b 001 0 eng
010 _a 92039229
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020 _a0875843336 (acid-free paper) :
_c$29.95
020 _a9780875843339 (acid-free paper)
035 _a(OCoLC)27012902
043 _an-us---
050 0 0 _aHF5415.5
_b.K45 1993
082 0 0 _a658.8/12
_220
084 _a85.40
_2bcl
084 _aQP 620
_2rvk
245 0 0 _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.
300 _axx, 384 p. :
_bill. ;
_c25 cm.
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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