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Customer equity : building and managing relationships as valuable assets / Robert C. Blattberg, Gary Getz, Jacquelyn S. Thomas
Boston : Harvard Business School Press , c2001
Books
The Service encounter : managing employee/customer interaction in service businesses / edited by John A. Czepiel, Michael R. Solomon, Carol F. Surprenant
alk. paper. - Lexington, Mass. : Lexington Books , c1985. - (The Advances in retailing series)
Relationship marketing : gaining competitive advantage through customer satisfaction and customer retention / Thorsten Hennig-Thurau, Ursula Hansen, editors
Berlin : Springer , c2000
The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger
New York : Free Press , c1997
Managing customer experience and relationships : a strategic framework / Don Peppers, Martha Rogers
: hardback. - 4th ed. - Hoboken, N.J. : Wiley , c2022
Outside in : the power of putting customers at the center of your business / Harley Manning, Kerry Bodine
Boston : New Harvest : Houghton Mifflin Harcourt , 2012