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BA 212 Customer Service Essentials: Week 2 - Service Culture & Strategies

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E-Books

Customer relationship marketing : To inspire good customer service behaviour, we must be able to measure customer experiences meaningfully by Hawkins, J.
ISBN: 9781633481084

Publication Date: 2019

Available through ProQuest
Designing service processes to unlock value by Field, J.M.
ISBN: 9781953349262

Publication Date: 2020

Available through iGLibrary Plus
Lead with your customer by Mark D.J.; J. Jeff K.
ISBN: 9781947308848

Publication Date: 2019

Available through EBSCOhost

Articles

Trust theory and customer services research: Theoretical review and synthesis by Isaeva, N.; Gruenewald, K.; Saunders, M.N.K.
The Service industries journal, (2020), 40 (15-16), 1031-1063
Available through EBSCOhost
Who is fit to serve? Person–job/organization fit, emotional labor, and customer service performance by Lam, W.; Huo, Y.; Chen, Z.
Human resource management, (2018), 57(2), 483-497
Available through EBSCOhost

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