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BA 212 Customer Service Essentials: Week 11 - Customer Centricity & Satisfaction

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E-Books

Customer centric strategy by Shields, K.
Publication Date: 2021

Available through Open Text Library
Customer-centricity: The new path to product innovation and profitability by Gimenez, J.F.V.
ISBN: 9781527515871

Available through ProQuest

Articles

Are they telling the truth? Revealing hidden traits of satisfaction with a public bike-sharing service by Manzi, G.; Saibene, G.
International journal of sustainable transportation, (2018), 12 (4), 253-270
Available through EBSCOhost
Customer service well-being: Scale development and validation by Falter, M.; Hadwich, K.
The Service industries journal, (2020), 40 (1-2), 181-202
Available through EBSCOhost
The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation by Özkan, P.; Süer, S.; Keser, İ.K.; Kocakoç, İ.D.
International journal of bank marketing, (2020), 38 (2), 384-405
Available through ProQuest

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