Melbourne Business School

Library
bibliographies

Relationship marketing
(books published after 1990)
Compilation date: September 2007

This bibliography is a selective listing of works held by the MBS Library. The selection reflects the teaching and
research focus of the academic programs at MBS. For a fuller coverage of the subject, please refer to the
catalogue.

Accelerating customer relationships : using
CRM and relationship technologies / Ronald S.
Swift.
Upper Saddle River, NJ : Prentice Hall PTR,
c2000.
Mt Eliza 658.812 SWIF [2000]
Best face forward : why companies must
improve their service interfaces with customers
/ Jeffrey F. Rayport, Bernard J. Jaworski.
Boston, MA : Harvard Business School Press,
c2005.
MBS 658.812 RAYP [2005]

Acquiring, processing, and deploying voice of The breakthrough zone / by Mac Andrews & Roy
the customer / M. Larry Shillito. Langmaid.
Boca Raton, Fla. : St. Lucie Press , c2001. Hoboken, N.J. : John Wiley & Sons, Inc., 2003.
MBS 658.812 SHIL [2001] Mt Eliza 658.4062 ANDR [2004]

Agile competitors and virtual organizations : Building customer-based project organizations

strategies for enriching the customer / Steven / Jeffrey K. Pinto, Pekka Rouhiainen.
L. Goldman, Roger N. Nagel, Kenneth Preiss. New York ; Chichester : John Wiley & Sons,
New York : Van Nostrand Reinhold, c1995. c2001.
MBS 658.812 GOLD MBS 658.404 PINT

Batteries included! / Nigel May Barlow.
London : Random House Business Books, 2000.
MBS 658.812 BARL [2000]
Beans : four principles for running a business
in good times or bad : a business fable taken
from real life / Leslie A. Yerkes, Charles Decker.
San Francisco : Jossey-Bass, c2003.
Mt Eliza 658.0220973 YERK [2003]
Building the customer-centric enterprise : data
warehousing techniques for supporting
customer relationship management / Claudia
Imhoff, Lisa Loftis, Jonathan G. Geiger.
Chichester : Wiley, 2001.
MBS 658.4038 IMHO
Built for use : driving profitability through the
user experience / by Karen Donoghue.
New York : McGraw-Hill, 2002.
MBS and Mt Eliza 658.812 DONO

__________________________________________________________________________________________________
Relationship marketing / September 2007 1
Business process mapping : improving
customer satisfaction / J. Mike Jacka, Paulette J.
Keller.
New York : Wiley, 2002.
Mt Eliza 658.812 JACK [2002]
Citizen marketers : when people are the
message / Ben McConnell and Jackie Huba.
Chicago, IL : Kaplan Pub., c2007.
Mt Eliza 658.812 MCCO [2007]
Competing in a service economy : how to
create a competitive advantage through service
development and innovation / Anders
Gustafsson, Michael D. Johnson.
San Francisco : Jossey-Bass, c2003.
MBS 658.812 GUST [2003]
Connecting with your customers.
Boston, Mass. : Harvard Business School Press,
c2006.
Mt Eliza 658.812 CONN [2006]
Consumers and services / Mark Gabbott and
Gillian Hogg.
Chichester ; New York : J. Wiley, c1998.
MBS 658.812 GABB
Creating a company for customers : how to
build and lead a market-driven organization /
Malcolm McDonald ... [et al.] ; edited by Jane
Simms.
Harlow : Financial Times Prentice Hall, 2001.
Mt Eliza 658.812 CREA [2001]
Creating and sustaining a superior customer
service organization : a book about taking care
of the people who take care of the customers /
Jim Poisant.
Westport, Conn. ; London : Quorum Books, c2002.
MBS 658.812 POIS
Creating loyal profitable customers : 47 ways
to turn your customers into passionate
purchasers / Keith Abraham.
Brisbane, Qld. : People Pursuing A Passion,
c1999.
Mt Eliza 658.812 ABRA [1999]
Creating the customer-focused company.
Melbourne : International Market Assessment,
c1997.
MBS f 658.812 CREA [1997]
Creative business : the making of addictive
stories / Paul Nero, Neeta Patel.
Harlow : Financial Times Prentice Hall, 2003.
MBS 659.1 NERO [2003]
__________________________________________________________________________________________________
Relationship marketing / September 2007
CRM at the speed of light : capturing and
keeping customers in Internet real time / Paul
Greenberg.
Berkeley, Calif. : Osborne, 2001.
MBS 658.812028546 GREE [2001]
The CRM handbook : a business guide to
customer relationship management / Jill Dyché
Boston : Addison Wesley, c2002.
Mt Eliza 658.812 DYCH [2001]
The CRM project management handbook :
building realistic expectations and managing
risk / Michael Gentle.
Sterling, VA : Kogan Page, 2002.
MBS and Mt Eliza 658.812 GENT
CRM unplugged : releasing CRM's strategic
value / Philip Bligh, Douglas Turk.
Hoboken, N.J. : John Wiley, 2004.
MBS 658.812 BLIG [2004]
Cross-selling success : a rainmaker's guide to
professional account development / Ford
Harding.
Avon, Mass. : Adams Media Corp., c2002.
MBS 658.85 HARD [2002]
The customer-centered enterprise : how IBM
and other world-class companies achieve
extraordinary results by putting customers first
/ Harvey Thompson.
New York : McGraw-Hill, c2000.
MBS 658.812 THOM
The customer-centred strategy : thinking
strategically about your customers / Mark
Jenkins.
London : Institute of Management Foundation ;
Pitman Publishing, 1997.
MBS 658.812 JENK
Customer clubs and loyalty programmes : a
practical guide / Stephan A. Butscher.
Aldershot, Hampshire ; Brookfield, VT : Gower,
1998.
MBS 658.812 BUTS
Customer.Community : unleashing the power
of your customer base / Drew Banks and Kim
Daus ; foreword by Scott Cook ; afterword by
Michael Lowenstein.
San Francisco : Jossey-Bass, c2002.
MBS 658.812 BANK
2
Customer connections : new strategies for
growth / Robert E. Wayland, Paul M. Cole.
Boston, Mass : Harvard Business School Press,
c1997.
MBS 658.812 WAYL [1997]
Customer culture : how Fed Ex and other great
companies put the customer first every day /
Michael D. Basch.
Upper Saddle River, NJ : Prentice Hall PTR,
c2002.
MBS and Mt Eliza 658.812 BASC [2002]
The customer differential : the complete guide
to implementing customer relationship
management / Melinda Nykamp.
New York : AMACOM, c2001.
MBS 658.812 NYKA [2001]
Customer equity : building and managing
relationships as valuable assets / Robert C.
Blattberg, Gary Getz, Jacquelyn S. Thomas.
Boston, Mass. ; [Great Britain] : Harvard Business
School Press, c2001.
MBS and Mt Eliza 658.812 BLAT
Customer experience management : a
revolutionary approach to connecting with your
customers / Bernd H. Schmitt.
New York : Wiley, c2003.
MBS 658.812 SCHM
Customer-focused management by projects /
Ronald Vaupel, Gernot Schmolke and Andreas
Krueger.
Basingstoke : Macmillan, 2000.
MBS 658.404 VAUP
The customer marketing method : how to
implement and profit from customer
relationship management / Jay Curry with Adam
Curry.
New York ; London : Free Press, c2000.
MBS 658.812 CURR
Customer relationship management : a
strategic imperative in the world of e-Business
/editor and contributor Stanley A Brown.
New York ; Chichester : Wiley, 2000.
MBS 658.812 CUST [2000]
Customer relationship management : concepts
and tools / Francis Buttle.
Oxford, [England] : Elsevier Butterworth-
Heinemann. 2004.
MBS 658.812 BUTT [2004]
__________________________________________________________________________________________________
Relationship marketing / September 2007
Customer relationship management :
integrating marketing strategy and information
technology / William G. Zikmund, Raymond
McLeod, Faye W. Gilbert.
Hoboken, N.J. ; [Great Britain] : Wiley, c2003.
MBS 658.812 ZIKM
Customer relationship management systems
handbook / Duane E. Sharp.
Boca Raton : Auerbach Publications, c2003.
MBS 658.812 SHAR [2003]
The customer response management
handbook : building, rebuilding and improving
your results / Darlene D. Richard.
Sydney ; London : McGraw-Hill, 2002.
MBS 658.3044 RICH [2002]
Customer responsive management : the
flexible advantage / Frank W. Davis, Karl B.
Mandrodt.
Cambridge, MA : Blackwell Publishers, 1996.
MBS 658.812 DAVI
Customer satisfaction research management :
a comprehensive guide to integrating customer
loyalty and satisfaction metrics in the
management of complex organizations / Derek
R. Allen.
Milwaukee : ASQ Quality Press, c2004.
MBS 658.8343 ALLE [2004]
Customer service : career success through
customer satisfaction / Paul R. Timm.
2nd ed.
Upper Saddle River, N.J. : Prentice Hall, c2001.
MBS 658.812 TIMM [2001]
Customer service : empowerment and
entrapment / edited by Andrew Sturdy, Irena
Grugulis and Hugh Willmott.
Basingstoke : Palgrave, 2001.
MBS 658.812 CUST
Customer service excellence : how
organisations in Australia are exceeding
customer expectations / Brett Whitford.
Coogee, N.S.W. : Beaumont Publishing House,
1998.
MBS 658.8120994 WHIT
Customer service : extraordinary results at
Southwest Airlines, Charles Schwab, Lands'
End, American Express, Staples, and USAA /
edited by Fred Wiersema.
New York, N.Y. : HarperBusiness, c1998.
Mt Eliza 658.812 CUST [1998]
3
The customer service workbook / Neville Lake &
Kristin Hickey.
London : Kogan Page, 2002.
Mt Eliza 658.812 LAKE CF/CD [2002]
The customer service zoo / Catherine DeVrye.
St. Leonards, N.S.W. : Allen & Unwin, 1999.
MBS and Mt Eliza 658.812 DEVR [1999]
Customer share marketing : how the world's
great marketers unlock profits from customer
loyalty / Tom Osenton.
London : Financial Times Prentice Hall, c2002.
MBS 658.812 OSEN
Customer winback : how to recapture lost
customers and keep them loyal / Jill Griffin and
Michael W. Lowenstein ; foreword by Don
Peppers and Martha Rogers.
San Francisco : Jossey-Bass, c2001.
MBS and Mt Eliza 658.812 GRIF [2001]
Customers that count : how to build living
relationships with your most valuable
customers / Tony Cram.
Harlow : Financial Times Prentice Hall, 2001.
Mt Eliza 658.812 CRAM [2001]
Data mining cookbook : modeling data for
marketing, risk and customer relationship
management / Olivia Parr Rud.
New York ; Chichester : Wiley, c2001.
MBS 005.741 RUD
Designing the customer-centric organization : a
guide to strategy, structure, and process / Jay
R. Galbraith.
San Francisco : Jossey-Bass A Wiley Imprint,
c2005.
Mt Eliza 658.812 GALB [2005]
Developing a market orientation / Rohit
Deshpandé, editor.
Thousand Oaks, Calif. : Sage Publications, c1999.
MBS 658.83 DEVE
Discovering the soul of service : the nine
drivers of sustainable business success /
Leonard L. Berry.
New York, NY : Free Press, c1999.
MBS 658.812 BERR
Driving customer equity : how lifetime
customer value is reshaping corporate strategy
/ Roland T. Rust, Valarie A. Zeithaml, Katherine N.
Lemon.
New York : Free Press, 2000.
MBS 658.8 RUST
__________________________________________________________________________________________________
Relationship marketing / September 2007
Emotion marketing : the Hallmark way of
winning customers for life / Scott Robinette and
Claire Brand ; with Vicki Lenz.
New York : McGraw-Hill, c2001.
MBS 658.8 ROBI
Emotional value : creating strong bonds with
your customers / Janelle Barlow and Dianna Maul
; foreword by Michael Edwardson.
San Francisco : Berrett-Koehler Publishers, c2000.
Mt Eliza 658.812 BARL [2000]
Enterprise one-to-one : tools for building
unbreakable customer relationships in the
interactive age / Don Peppers and Martha
Rogers.
London : Judy Piatkus, c1997.
MBS 658.8 PEPP [1997]
The eternal e-customer : how emotionally
intelligent interfaces can create long-lasting
customer relationships / Bryan P. Bergeron.
New York : McGraw-Hill, 2001.
MBS 658.812 BERG
Exceeding customer expectations : what
Enterprise, America's #1 car rental company,
can teach you about creating lifetime
customers / Kirk Kazanjian ; foreword by Andrew
C. Taylor.
New York : Currency Doubleday, c2007.
Mt Eliza 658.812 KAZA [2007]
The experience economy : work is theatre &
every business a stage / B. Joseph Pine II,
James H. Gilmore.
Boston : Harvard Business School Press, c1999.
MBS and Mt Eliza 658.56 PINE
From mind to market : reinventing the retail
supply chain / by Roger D. Blackwell.
New York : HarperBusiness, 1997.
MBS 658.87 BLAC
Fundamentals of customer-focused
management : competing through service /
Joby John.
Westport, Conn. : Praeger, 2003.
MBS 658.812 JOHN [2003]
The future of competition : co-creating unique
value with customers / C.K. Prahalad, Venkat
Ramaswamy.
Boston, Mass. : Harvard Business School Pub.,
c2004.
MBSand Mt Eliza 658.4 PRAH [2004]
4
Good service is good business : 7 simple
strategies for success / Catherine DeVrye.
2nd ed.
Frenchs Forest, N.S.W. : Prentice Hall, 2000.
Mt Eliza 658.812 DEVR [2000]
The handbook of key customer relationship
management : the definitive guide to winning,
managing and developing key account
business / Ken Burnett.
Harlow : Financial Times Prentice Hall, c2001.
Mt Eliza 658.812 BURN [2001]
Handbook of relationship marketing / Jagdish N.
Sheth and Atul Parvatiyar, editors.
Thousand Oaks, Calif. ; London : Sage
Publications, c2000.
MBS 658.8 HAND
Harvard business review on customer
relationship management.
Boston : Harvard Business School Pub, c2001.
MBS 658.812 HARV
How to measure service quality & customer
satisfaction : the informal field-guide for tools
and techniques / Chuck Chakrapani.
Chicago, Ill. : American Marketing Assoc., 1998.
MBS 658.812 CHAK
How to win customers in the digital world :
total action or fatal inaction / Peter Vervest and
Al Dunn ; with contributions by Martijn
Hoogeweegen, Nancy Foy Cameron, and Thomas
Weesing.
New York : Springer-Verlag, 2000.
MBS and Mt Eliza 658.872 HOW [2000]
I-cons : the essential guide to winning and
keeping high-value customers / Ross Honeywill
and Verity Byth.
Milsons Point, N.S.W. : Random House, 2001.
Mt Eliza 658.812 HONE [2001]
IMC, the next generation : five steps for
delivering value and measuring financial
returns using marketing communication / Don
E. Schultz, Heidi F. Schultz.
New York : McGraw-Hill, 2004.
MBS 658.8 SCHU [2004]
Improving customer satisfaction, loyalty, and
profit : an integrated measurement and
management system / Michael D. Johnson,
Anders Gustafsson.
San Francisco : Jossey-Bass, c2000.
MBS 658.812 JOHN [2000]
__________________________________________________________________________________________________
Relationship marketing / September 2007
The innovator's dilemma : when new
technologies cause great firms to fail / Clayton
M. Christensen.
Boston, Mass. : Harvard Business School Press,
c1997.
MBS 658 CHRI
The innovator's solution : creating and
sustaining successful growth / Clayton M.
Christensen, Michael E. Raynor.
Boston, Mass. : Harvard Business School, 2003.
MBS 658.4063 CHRI [2003]
Integrating service level agreements :
optimizing your OSS for SLA delivery / John J.
Lee, Ron Ben-Natan.
Indianapolis, Ind. ; [Great Britain] : Wiley Pub,
c2002.
MBS 004.6068 LEE
Intelligent enterprise : a knowledge and service
based paradigm for industry / James Brian
Quinn ; foreword by Tom Peters.
New York : Free Press ; Toronto : Maxwell
Macmillan Canada ; New York : Maxwell Macmillan
International, c1992.
MBS 658.514 QUIN
International marketing relationships / Sue
Bridgewater and Colin Egan.
New York : Palgrave, 2002.
Mt Eliza 658.84 BRID [2002]
Invented here : maximizing your organization's
internal growth and profitability / Bart Victor,
Andrew C. Boynton.
Boston, Mass : Harvard Business School Press,
c1998.
MBS 658.406 VICT
The invisible customer : strategies for
successful customer service down the wire /
Brian Clegg.
London : Kogan Page, 2000.
MBS 658.812 CLEG [2000]
Knock your socks off service recovery / Ron
Zemke, Chip R. Bell.
New York : AMACOM, 2000.
Mt Eliza 658.812 ZEMK [2000]
The knowledge-based organization : four steps
to increasing sales, profits, and market share /
James A. Alexander, Michael C. Lyons.
Chicago : Irwin Professional Pub., c1995.
MBS 658.812 ALEX
5
Lessons from the Nordstrom way : how
companies are emulating the # 1 customer
service company / Robert Spector.
New York : John Wiley, 2001.
Mt Eliza 658.812 SPEC [2001]
The life belt : the definitive guide to managing
customer retention / John A. Murphy.
Chichester : Wiley, 2001.
MBS 658.812 MURP
Lifestyle and event marketing : building the
new customer partnership / Alfred L. Schreiber,
with Barry Lenson.
New York : McGraw-Hill, c1994.
MBS 659 SCHR
Loyalty.com : customer relationship
management in the new era of Internet
marketing / Frederick Newell.
New York : McGraw-Hill, c2000.
MBS and Mt Eliza 658.812 NEWE
Loyalty rules! : how today's leaders build
lasting relationships / Frederick F. Reichheld.
Boston : Harvard Business School Press, c2001.
MBS and Mt Eliza 658.812 REIC
Magnetic service : secrets for creating
passionately devoted customers / Chip R. Bell
and Bilijack R. Bell.
San Francisco, California : Berrett-Koehler
Publishers, c2003.
Mt Eliza 658.812 BELL [2003]
Making it personal : how to profit from
personalization without invading privacy /
Bruce Kasanoff ; foreword by Don Peppers and
Martha Rogers.
Cambridge, MA : Perseus, 2001.
MBS 658.812 KASA
Making rain : the secrets of building lifelong
client loyalty / Andrew Sobel.
Hoboken, N.J. : Wiley, c2003.
MBS 658.812 SOBE
The management of complex projects : a
relationship approach / edited by Stephen Pryke,
Hedley Smyth.
Oxford ; Malden, MA : Blackwell Pub., 2006.
Mt Eliza 690.0684 MANA [2006]
Managing customer relationships : a strategic
framework / Don Peppers, Martha Rogers.
Hoboken, New Jersey : John Wiley & Sons, c2004.
MBS 658.812 PEPP [2004]
__________________________________________________________________________________________________
Relationship marketing / September 2007
Managing key clients / Kevin Walker ; with Cliff
Ferguson and Paul Denvir.
London ; New York : Continuum, 2000.
MBS 658.812 WALK [2000]
The market driven organization :
understanding, attracting, and keeping
valuable customers / George S. Day.
New York : Free Press, 1999.
MBS 658.8 DAY
Marketbusters : 40 strategic moves that drive
exceptional business growth / Rita Gunther
McGrath, Ian C. MacMillan.
Boston, Mass. : Harvard Business School Press,
c2005.
MBS 658.4012 MCGR [2005]
Marketing 2.0 : strategies for closer
relationships / Gerald Corbae, Jakob B. Jensen,
Dirk Schneider.
New York : Springer, 2003.
Mt Eliza 658.8 CORB [2003]
Marketing high technology services / Colin V.
Sowter.
Aldershot : Gower, 2000.
Mt Eliza 620.00688 SOWT [2000]
Marketing management : a relationship
marketing perspective / Marketing and Logistics
Group, Cranfield School of Management.
Basingstoke : Macmillan, 2000.
MBS 658.802 MARK
Markets of one : creating customer-unique
value through mass customization / edited with
an introduction by James H. Gilmore and B.
Joseph Pine II.
Boston, Mass. : Harvard Business School Press,
c2000.
MBS 670.427 MARK
The marking enterprise : business success and
societal embedding / Jean-Claude Thoenig,
Charles Waldman.
New York : Palgrave Macmillan, 2007.
Mt Eliza 658.8 THOE [2007]
Master data management and customer data
integration for a global enterprise / Alex Berson,
Lawrence Dubov ; [foreword by Aaron Zornes].
New York : McGraw-Hill, c2007.
Mt Eliza 658.8120285 BERS [2007]
Monitoring, measuring, and managing
customer service / Gary S. Goodman.
San Francisco : Jossey-Bass, c2000.
MBS 658.812 GOOD [2000]
6
Net gain : expanding markets through virtual
communities / John Hagel III, Arthur G.
Armstrong.
Boston : Harvard Business School Press, c1997.
MBS 658.800285467 HAGE
Network dynamics in international marketing /
edited by Peter Naudé and Peter W. Turnbull.
Oxford ; New York : Pergamon, 1998.
MBS 658.848 NETW
The new market leaders : who's winning and
how in the battle for customers / Fred
Wiersema.
New York : Free Press, 2001.
MBS 658.812 WIER
Niche envy : marketing discrimination in the
digital age / Joseph Turow.
Cambridge, Mass. : MIT Press, c2006.
MBS 658.834 TURO [2006]
One size fits one : building relationships one
customer and one employee at a time / Gary
Heil, Tom Parker, Deborah C. Stephens.
New York : Van Nostrand Reinhold, c1997.
MBS 658.812 HEIL
The one to one fieldbook : the complete toolkit
for implementing a 1 to 1 marketing program /
Don Peppers, Martha Rogers and Bob Dorf.
Oxford : Capstone, c1999.
MBS 658.812 PEPP [1999]
The one to one future : building business
relationships one customer at a time / Don
Peppers & Martha Rogers.
New York : Currency Doubleday, 1997.
MBS 658.812 PEPP [1997]
Performance-driven CRM : how to make your
customer relationship management vision a
reality / Stanley A. Brown and Moosha Gulycz.
Chichester : Wiley, c2002.
Mt Eliza 658.812 BROW [2002]
Planting flowers, pulling weeds : identifying
your most profitable customers to ensure a
lifetime of growth / Janet Rubio, Patrick Laughlin.
New York : John Wiley & Sons, c2002.
MBS 658.812 RUBI
Product plus : how product + service =
competitive advantage / Christopher Lovelock.
New York : McGraw-Hill, c1994.
MBS 658.812 LOVE
__________________________________________________________________________________________________
Relationship marketing / September 2007
QoS : measurement and evaluation of
telecommunications quality of service / William
C. Hardy.
Chichester ; New York : Wiley, c2001.
MBS 384.043 HARD
The quest for loyalty : creating value through
partnership / edited with an introduction by
Frederick F. Reichheld ; foreword by Scott D.
Cook.
Boston, MA : Harvard Business School Press,
c1996.
MBS 658.812 QUES
Quick response : managing the supply chain to
meet consumer demand / Bob Lowson, Russell
King, Alan Hunter.
Chichester : Wiley, c1999.
MBS 658.5 LOWS
Reaching the interactive customer : integrated
services for the digital world / Mai-lan Tomsen,
Ron Faith.
Cambridge, UK ; New York, NY : Cambridge
University Press, 2003.
MBS 658.84 TOMS
The relationship advantage : information
technologies, sourcing, and management /
Thomas Kern and Leslie P. Willcocks.
Oxford : Oxford University Press, 2001.
MBS 658.723 KERN
Relationship marketing : creating stakeholder
value / Martin Christopher, Adrian Payne, David
Ballantyne.
[2nd ed.]
Oxford : Butterworth-Heinemann, 2002.
MBS 658.812 CHRI
Relationship marketing : dialogue and
networks in the e-commerce era / Richard J.
Varey.
Chichester : Wiley, c2002.
MBS 658.812 VARE
Relationship marketing: strategy and
implementation / Helen Peck ...[et al.].
Oxford : Butterworth-Heinemann, 1999.
MBS 658.8 RELA
Romancing the customer : maximizing brand
value through powerful relationship
management / Paul Temporal and Martin Trott.
Singapore ; New York : Wiley, c2001.
MBS 658.827 TEMP [2001]
7
Scoring points : how Tesco is winning
customer loyalty / Clive Humby and Terry Hunt,
with Tim Phillips.
London : Kogan Page, c2003.
MBS 658.812 HUMB [2003]
Secrets of customer relationship management :
it's all about how you make them feel / by
James G. Barnes.
New York : McGraw-Hill, c2001.
MBS 658.812 BARN
Seducing the vigilante customer : winning
strategies to guarantee the return of happy
customers and healthy profits / Graham Harvey.
Auckland [N.Z.] : Reed, c2002.
Mt Eliza 658.812 HARV [2002]
The service-dominant logic of marketing :
dialog, debate, and directions / Robert F. Lusch
and Stephen L. Vargo, editors.
Armonk, N.Y. : M. E. Sharpe, 2006.
MBS 658.812 SERV [2006]
Service is front stage : positioning services for
value advantage / by James Teboul.
Hampshire [England] ; New York : Palgrave
Macmillan, 2006.
MBS 658.812 TEBO [2006]
Service leadership : the quest for competitive
advantage / Svafa Grönfeldt , Judith Strother.
Thousand Oaks, Calif. : SAGE Publications,
c2006.
MBS 658.812 GRON [2006]
Service management and marketing : a
customer relationship management approach /
Christian Grönroos.
2nd ed.
Chichester ; New York : Wiley, c2000.
MBS 658.8 GRON [2000]
The service management audit : a nine step
assessment to determine the direction and
effectiveness of each service unit in your
business / Colin Armistead and Graham R. Clark.
Cambridge : CSP, [2000?].
MBS f 658.812 ARMI [2000]
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.
MBS and Mt Eliza 658.812 HESK
__________________________________________________________________________________________________
Relationship marketing / September 2007
Service quality : research perspectives /
Benjamin Schneider, Susan S. White.
Thousand Oaks, CA : Sage Publications, c2004.
MBS 658.812 SCHN [2004]
Services marketing : a European perspective.
London : Prentice Hall Europe, c1999.
MBS 658.802 LOVE
Services marketing : a managerial perspective /
Rod McColl, Bill Callaghan, Adrian Palmer.
Sydney : McGraw-Hill, 2000.
Mt Eliza 658.8 MCCO [2000]
Services marketing : an Asia-Pacific and
Australian perspective / Christopher Lovelock,
Paul Patterson, Rhett Walker.
3rd ed.
Frenchs Forest, N.S.W. : Prentice Hall, 2004.
MBS and Mt Eliza 658.800994 LOVE [2004]
Services marketing : integrating customer
focus across the firm / Valarie A. Zeithaml, Mary
Jo Bitner.
2nd ed.
Boston ; London : Irwin/McGraw-Hill, c2000.
MBS 658.8 ZEIT [2000]
Services marketing management : an
international perspective / by Kans Kasper, Piet
van Helsdingen, Wouter De Vries, Jr.
New York : John Wiley, 1999.
MBS 658.8 KASP
The seven myths of customer management :
how to be customer-driven without being
customer-led / John Abram, Paul Hawkes.
Hoboken, N.J. : Wiley, c2003.
MBS 658.812 ABRA [2003]
The shape of things to come : seven
imperatives for winning in the new world of
business / Richard W. Oliver.
New York : McGraw-Hill, c1999.
Mt Eliza 658.049 OLIV [1999]
Simplicity marketing : end brand complexity,
clutter, and confusion / Steven M. Cristol, Peter
Sealey.
New York : Free Press, c2000.
MBS 658.8 CRIS
Six sigma for financial professionals / D.H.
Stamatis.
Hoboken, N.J. : John Wiley & Sons, 2003.
MBS 658.4013 STAM [2003]
8
Six Sigma : SPC and TQM in manufacturing
and services / Geoff Tennant.
Aldershot, England ; Burlington, VT : Gower. 2001.
MBS 658.562 TENN [2001]
Strategic relationship marketing / Søren
Hougaard, Mogens Bjerre.
New York : Springer, 2002.
MBS 658.812 HOUG [2002]
Strategic Six sigma : best practices from the
executive suite / Dick Smith and Jerry Blakeslee ;
with Richard Koonce.
Hoboken, N.J. : John Wiley, c2002.
MBS 658.4 SMIT
Successful customer relationship marketing :
new thinking, new strategies, new tools for
getting closer to your customers / Bryan Foss &
Merlin Stone.
London : Kogan Page, 2001.
MBS 658.812 FOSS
The ten demandments / by P. Kelly Mooney with
Laura Bergheim.
New York : McGraw-Hill, c2002.
MBS and Mt Eliza 658.812 MOON [2002]
Total access : giving customers what they want
in an anytime, anywhere world / Regis McKenna.
Boston, Mass. : Harvard Business School Press,
2002.
MBS 658.812 MCKE
Total relationship marketing : marketing
strategy moving from the 4Ps-- product, price,
promotion, place-- of traditional marketing
management to the 30Rs-- the thirty
relationships-- of a new marketing paradigm /
Evert Gummesson.
2nd ed.
Oxford ; Boston, MA : Butterworth-Heinemann,
2002.
MBS 658.812 GUMM
The ultimate question : driving good profits
and true growth / Fred Reichheld.
Boston, Mass. : Harvard Business School Press,
2006.
MBS 658.1554 REIC [2006]
Up close and personal? : customer relationship
marketing @ work / Paul R. Gamble, Merlin
Stone and Neil Woodcock.
London : Kogan Page, 1999.
MBS and Mt Eliza 658.8 GAMB [1999]
__________________________________________________________________________________________________
Relationship marketing / September 2007
Using smart cards to gain market share /
Aneace Haddad.
Aldershot : Gower, c2000.
MBS 658.883 HADD
The value profit chain : treat employees like
customers and customers liked [i.e. like]
employees / James L. Heskett, W. Earl Sasser,
Leonard A. Schlesinger.
New York, NY : The Free Press, c2003.
MBS 658.812 HESK
ValueSpace : winning the battle for market
leadership : lessons from the world's most
admired companies / Banwari Mittal, Jagdish N.
Sheth.
New York : McGraw-Hill, c2001.
MBS 658.8 MITT [2001]
Viewpoint on customer relationship
management / PA Consulting Group.
London : PA Consulting Group, 1999.
MBS Careers 658.812 VIEW
When customers think we don't care : ending
actions that self-destruct companies, customer
service and jobs / Richard W. Buchanan.
Sydney : McGraw-Hill, c2002.
Mt Eliza 658.812 BUCH [2002]
Why CRM doesn't work : how to win by letting
customers manage the relationship / Frederick
Newell.
London : Kogan Page, 2003.
Mt Eliza 658.812 NEWE [2003]
Winning at service : lessons from service
leaders / Waldemar Schmidt, Gordon Adler, Els
van Weering.
Chichester : Wiley, c2003.
MBS 658.812 SCHM
Winning the service game / Benjamin Schneider,
David E. Bowen.
Boston, Mass. : Harvard Business School Press,
c1995.
MBS and Mt Eliza 658.812 SCHN
Working in partnership : best practice in
customer-supplier relations / [edited by] Bernard
Burnes and Barrie Dale.
Aldershot : Gower, 1998.
MBS 658.8 WORK
Zero Time : providing instant customer value--
every time, all the time / Raymond Yeh, Keri
Pearlson, George Kozmetsky.
New York : Wiley, c2000.
MBS 658.812 YEH
9