01330nam a2200361 a 4500 TVCDKTCT11775 Thư viện trường Cao đẳng Kỹ thuật Cao Thắng 20091001000000 091001 Thư viện Trường CĐ Kỹ Thuật Cao Thắng RG_1 #1 eb0 i1 vie 658.812 / S200R-k Albert Karl The Service Advantage: How to Identify and Fulfill Customer Needs / Albert Karl, J. Bradford Lawrence In lần thứ 1 U.S.A : Dow Jones - Irwin , 1990 240tr. ; 23 cm Contents: 1. Know your customer 2. Moments of truth 3. Anatomy of the service customer of the 1990s 4. The custumser report card: Blueprint for excellence 5. Custumer perception research : Putting on your customers glasses 6. Start with the obvious 7. The face to face advantage 8. Surveys : When , why and how 9. Create your customer report card 10. Building a service quality measurement system 11. Closing the loop Customer service Consumers-research J. Bradford Lawrence