Customer Service Menu
    Bentley Group, The (1996) Building a World Class Help Desk/Support Centre.
Bentley Group, The (1997) Achieving World Class Service.
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 Don’t Do It. CSM June
Bruton, N. (1997) Internal Vs External Helpdesks.. Bruton Consultancy
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 Unpublished Licentiates Thesis, Helsinki University of Technology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