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Understanding services management : integrating marketing, organisational behaviour, operations, and human resource management / edited by William J. Glynn and James G. Barnes. by

Glynn, William J
Barnes, James G

Material type:

Text

Publication details: Chichester ; New York : Wiley, c1995

Availability: Items available for loan: Indian Institute Of Management, Shillong (1)Call number: 658.8 GLY [ Shelf 67 ]. Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 658.8 GLY [ Shelf 67 ].

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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: 4th ed.

Material type:

Text

Publication details: Boston : McGraw-Hill/Irwin, c2006

Online resources:

Click here to access online
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Availability: Items available for loan: Indian Institute Of Management, Shillong (4)Call number: 658.8 ZEI [ Shelf 67 ], ...

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Customer service : career success through customer Loyalty / Paul R. Timm. by

Timm, Paul R

Edition: 4th ed.

Material type:

Text

Publication details: Upper Saddle River, N.J. : Pearson Education Ltd., 2007

Online resources:

Click here to access online

Availability: Items available for loan: Indian Institute Of Management, Shillong (1)Call number: 658.812 TIM [ Shelf 69 ]. Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 658.812 TIM [ Shelf 69 ].

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Implementing CRM : from technology to knowledge / David Finnegan, Leslie P. Willcocks. by

Finnegan, David
Willcocks, Leslie

Series: John Wiley series in information systems

Material type:

Text

Publication details: Hoboken, NJ : John Wiley & Sons, Inc., c2007

Online resources:

Click here to access online
Click here to access online
Click here to access online

Availability: Items available for loan: Indian Institute Of Management, Shillong (4)Call number: 658.812 FIN [ Shelf 69 ], ... Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 658.812 FIN [ Shelf 69 ].

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Customer service and the human experience : we, the people, make the difference / Rosanne D'Ausilio and Jon Anton. by

D'Ausilio, Rosanne
Anton, Jon

Material type:

Text

Publication details: Delhi : Macmilan, 2008

Availability: Items available for loan: Indian Institute Of Management, Shillong (1)Call number: 658.812 D'AU [ Shelf 69 ]. Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 658.812 D'AU [ Shelf 69 ].

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Meeting customer needs / Ian Smith. by

Smith, Ian, 1953-

Series: [Institute of Management series]

Edition: 3rd ed.

Material type:

Text

Publication details: Oxford ; Boston : Butterworth-Heinemann, 2003

Availability: Items available for loan: Indian Institute Of Management, Shillong (1)Call number: 658.834 SMI [ Shelf 70 ]. Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 658.834 SMI [ Shelf 70 ].

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Supply chain management : strategy, planning, and operation / Sunil Chopra, Peter Meindl. by

Chopra, Sunil, 1960-
Meindl, Peter, 1970-

Edition: 3rd ed.

Material type:

Text

Publication details: Upper Saddle River, N.J. : Prentice Hall, c2007

Online resources:

Click here to access online

Availability: Items available for loan: Indian Institute Of Management, Shillong (4)Call number: 658.7 CHO [ Shelf 65 ], ... Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 658.7 CHO [ Shelf 65 ].

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E-Service : new directions in theory and practice / edited by Roland T. Rust and P.K. Kannan. by

Rust, Roland T
Kannan, P. K

Material type:

Text

Publication details: Armonk, N.Y. : M.E. Sharpe, c2002

Other title:

EService : new directions in theory and practice

Availability: Items available for loan: Indian Institute Of Management, Shillong (4)Call number: 658.872 RUS [ Shelf 71 ], ... Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 658.872 RUS [ Shelf 71 ].

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Data mining : modeling data for marketing, risk and customer relationship management / Olivia Parr Rud and Michael J. A. Berry. by

Rud, Olivia Parr
Berry, Michael J. A

Material type:

Text

Publication details: New York : Wiley, c2001

Availability: Items available for loan: Indian Institute Of Management, Shillong (4)Call number: 006.312019 RUD [ Shelf 12 ], ... Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 006.312019 RUD [ Shelf 12 ].

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10.

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A complaint is a gift : using customer feedback as a strategic tool / Janelle Barlow and Claus M�ller. by

Barlow, Janelle, 1943-
M�ller, Claus, 1942-

Material type:

Text

Publication details: San Francisco : Berrett-Koehler Publishers, c1996

Online resources:

Click here to access online

Availability: Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 658.812 BAR [ Shelf 80].

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11.

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The innovator's dilemma : when new technologies cause great firms to fail / Clayton M. Christensen. by

Christensen, Clayton M

Series: The management of innovation and change series

Material type:

Text

Publication details: Boston, Mass. : Harvard Business School Press, c1997

Availability: Items available for loan: Indian Institute Of Management, Shillong (1)Call number: 658 CHR [ Shelf 77].

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12.

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Building great customer experiences / Colin Shaw and John Ivens. by

Shaw, Colin, 1928-
Ivens, John

Material type:

Text

Publication details: Houndmills, Basingstoke, Hampshire ; New York : Palgrave, 2002

Availability: Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 658.812 SHA [ Shelf 80].

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13.

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Key account management in financial services : tools and techniques for building strong relationships with major clients / Peter Cheverton ... [et al.]. by

Cheverton, Peter

Material type:

Text

Publication details: London ; Philadelphia : Kogan Page, 2008 (2005 printing)

Online resources:

Download File.

Availability: Items available for loan: Indian Institute Of Management, Shillong (1)Call number: 332.10688 CHE [ Shelf 3 ]. Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 332.10688 CHE [ Shelf 3 ].

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14.

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Service management and marketing : customer management in service competition / Christian Gronroos. by

Gronroos, Christian, 1947-

Edition: 3rd ed.

Material type:

Text

Publication details: Chichester, West Sussex, England ; Hoboken, NJ : J. Wiley & Sons, c2007

Availability: Items available for loan: Indian Institute Of Management, Shillong (1)Call number: 658.8 GRO [ Shelf 67 ]. Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 658.8 GRO [ Shelf 67 ].

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15.

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Bangalore tiger : how Indian tech upstart Wipro is rewriting the rules of global competition / Steve Hamm. by

Hamm, Steve

Material type:

Text

Publication details: New York : McGraw-Hill, c2007

Availability: No items available.

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16.

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Service chain management : technology innovation for the service business / [edited by] Christos Voudouris ... [et al.]. by

Voudouris, Christos

Material type:

Text

Publication details: Berlin : Springer, c2008

Availability: Not available: Indian Institute Of Management, Shillong: Checked out (1).

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17.

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Demystifying six sigma : a company-wide approach to continuous improvement / Alan Larson. by

Larson, Alan

Material type:

Text

Publication details: New York : Amacom, c2003

Availability: Items available for loan: Indian Institute Of Management, Shillong (2)Call number: 658.4013 LAR [ Shelf 52 ], ... Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 658.4013 LAR [ Shelf 52 ].

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18.

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The innovator's solution : creating and sustaining successful growth / Clayton M. Christensen, Michael E. Raynor. by

Christensen, Clayton M
Raynor, Michael E

Material type:

Text

Publication details: Boston, Mass. : Harvard Business School Press, c2003

Availability: Items available for loan: Indian Institute Of Management, Shillong (1)Call number: 658.4063 CHR [ Shelf 60 ]. Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 658.4063 CHR [ Shelf 60 ].

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19.

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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-

Material type:

Text

Publication details: Upper Saddle River, N.J. : Wharton School Pub., c2008

Availability: Items available for loan: Indian Institute Of Management, Shillong (2)Call number: 387.70683 PAR [ Shelf 3 ], ... Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 387.70683 PAR [ Shelf 3 ].

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20.

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-

Material type:

Text

Publication details: Upper Saddle River, N.J. : Wharton School Pub., c2008

Availability: Items available for loan: Indian Institute Of Management, Shillong (2)Call number: 658.044 LIB [ Shelf 3 ], ... Items available for reference: Indian Institute Of Management, Shillong: Not for loan (1)Call number: 658.044 LIB [ Shelf 3 ].

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