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Print Material

Title Keeping customers / edited, with an introduction by John J. Sviokla and Benson P. Shapiro.

Imprint

Boston, MA : Harvard Business School Press, c1993.

Copies

Location	Call No.	OPAC Message	Status
Axe 2nd Floor Stacks	658.812 K255	---	Available

Description	xx, 384 p. : ill. ; 25 cm.
Series	Harvard business review book series
Note	Articles originally published in the Harvard business review, 1968-1992.
	Companion volume to: Seeking customers.
Bibliography	Includes bibliographical references and index.
Contents	Put the customer at the heart of your business -- What the hell is " market oriented"? / B. P. Shapiro -- Maarketing is everything / R. McKenna -- After the sale is over / T. Levitt -- Manage the business from the customer's point of view / Staple yourself to an order / B. P. Shapiro, V. K. Rangan, and J. J. Sviokla -- Designing services that deliver / G. L. Shostack -- How to manage customer service / W. M. Hutchison, Jr. and J. F. Stolle -- Execute with quality -- Competing on the eight dimensions of quality / D. A. Garvin -- Quality is more than making a good product / H. Takeuchi and J. A. Quelch -- The power of unconditional service guarantees / C. W. L. Hart -- Keep the relationship vibrant / Make sure your customers keep coming back / F. S. DeBrulcker and G. L. Summe -- Exploit your product's service life cycle / G. W. Potts -- Good product support is smart marketing / M. M. Lele and U. S. Karmarkar -- The case of the tech service tangie / B. P. Shapior -- Turn sows' ears into silk purses -- The case of the complaining customer / D. Finkelman and T. Goland -- The profitable art of service recovery / C. W. L. Hart, J. L. Heskett, W. E. Sasser, Jr. -- Convert customer satisfaction into profits -- Manage customers for profits (not just sales) / B. P. Shapior -- Suppliers - manage your customers / R. Myer -- Zero defections : quality comes to services / F. F. Reichheld and W. E. Sasser, Jr. -- Measure what matters -- How to measure yourself against the best / F. G. Tucker , S. M. Zivan, and R. C. Camp -- Measure costs right : make the right decisions / R. Cooper and R. S. Kaplan -- The performance measurement manifesto / R. G. Eccles.
Subject	Customer services
	Consumer satisfaction
Added Author	Sviokla, J. J.
	Shapiro, Benson P.
Added Title	Harvard business review.
ISBN	0875843336 (acid-free paper) : $29.95