Статья: Система обработки жалоб (service recovery system) в сфере банковских услуг

1. “Business Excellence: What Is To Be Done”. The 6th World Congress for TQM. CD-ROM, 2000.

2. “Measuring Customer Loyalty.” Customer Satisfaction Measurement: 19-21.

3. Mason, Barry J. “The Art of Service Recovery”.

4. “The Wisdom of Complaints: Service Recovery Begins With Customer”.

5. Tax, Stephen S., and Stephen W. Brown. “Recovering and Learning from Service Failure”.

6. Zeithaml, Valarie A., and Mary Jo Bitner. Service Marketing: Integrating Customer Focus Across the Firm. New York: McGraw-Hill, 2000.

7. Zemke, Ron, and Chip Bell. Knock Your Socks Off Service Recovery, 2000.

8. Майдебура, Елена В. Маркетинг Услуг. Киев: ВИРА-Р, 2001.

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