Links | ||
Bentley Group, The (1996) Building
a World Class Help Desk/Support Centre. http://www.bentleyco.com/html/wcrev3.html Bentley Group, The (1997) Achieving World Class Service. http://www.bentleyco.com/html/helpwp.html BROETZMAN, S. KEMP, J. ROSSANO, M. MARWAHA, J. (1995) Customer Satisfaction lip service or management tool? Managing Service Quality Vol 5 No 5 BROETZMAN, S. KEMP, Nicolson, J. (1995) Customer Service Call Centres Do It Right Or Dont Do It. CSM June Bruton, N. (1997) Internal Vs External Helpdesks.. Bruton Consultancy http://www.ibmpcug.co.uk/~bruton/pages/con9709.htm Bruton, N. (1998) Seeds of Destruction. Bruton Consultancy Call centres A nation of Telephonists. (1997) The Economist 1 Nov 1997 CooperLeaf Communications (1997) The Outsourcing Advantage: Optimising Sales And Marketing Performance A report for Zacson Corporation CREAGH, M. (1997) Call Centres The New Assembly Lines? Management Focus issue 10 EDGETT, S. Parkinson, S. (1993) Marketing for Service Industries A Review The Service Industries Journal Vol 13 No 3 GOODMAN, J. (1994) Push 1 Push 2 Push 3 May Push Your Telephone Customers Over the Edge. On Achieving Excellence June 1994 GRÖNROOS, C. (1979) An Applied Theory for Marketing Industrial Services. Industrial Marketing management Vol 8 GRÖNROOS, C. (1980) Designing a Long Range Marketing Strategy for Services Long Range Planning Vol 13 no 2 Lahtovaara, M. (1997) The Impact of Information and Communication Technology on Business Performance. Unpublished Licentiates Thesis, Helsinki University of Technology Leopard, J and Molyneux, L. (1994) Auditing Your Customer Service. Routledge MIDDLETON, I. and Marcella, R. (1995) Key Factors in Help Desk Success. British Library R&D Report number 6247 1996 Nicolson, J. Kemp, J. Linell, P. (1995) The 10 Pitfalls Of Establishing A Customer Service Centre. Call Centre Focus Vol 2 no 2 Peters. T (1989) Thriving on Chaos. London: Pan Books Pitt, L. Nel, D. Berthon, P. Robson, M. (1992) Service Quality to Internal Customers: Assessing the Provider Gaps. Marketing Without Borders Manchester Metropolitan University Webster,F. (1994) Executing the New Marketing Concept. Marketing Management Vol 3 No 1 Zeithaml, V. (1981) How Consumer Evaluation Processes Differ Between Goods and Services. Marketing of Services Zeithaml, V. BITNER, M (1996) Services Marketing. McGraw-Hill Zeithaml, V. PARASURMAN, A. BERRY, L. (1985) Problems and Strategies in Services Marketing. Journal of Marketing Vol 49 (Spring) Zeithaml, V. PARASURMAN, A. BERRY, L. (1990) Delivering Quality Service. Free Press |
||