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Last updated on 11 August 2015
CUSTOMER SERVICE MANAGEMENT
 
  1. Asia Pacific Customer Service Consortium. (2015). Certificate in customer service management. Retrieved from http://www.apcsc.com/

  2. ATCEN. (2014). Certified contact center manager. Kuala Lumpur, Malaysia: ATCEN.

  3. Bergevin, R. (2005). Call centres for dummies: Your guide to profitable call center management. Ontario, Canada: John Wiley & Sons Canada.

  4. Celcom Axiata Berhad. (2014). Celcom’s brand vision. Retrieved from https://www.celcom.com.my/corporate/aboutus/vision-and-mission?pid=1360826483353

  5. Committee, I. (2007). ISO 10003:2007 Quality management- customer satisfaction-Guidelines for dispute resolution external to organization. International Organisation for Standardisation.

  6. Edwards, S. (2006). Best practice guide for customer service professionals. London, England: Customer 1st International.

  7. Elmuti, D., Jia, H., & Gray, D. (2009). Customer relationship management strategic application and organizational effectiveness: An empirical investigation. Journal of Strategic Marketing, 17(1), 75-96.

  8. Farris, P. W., Neil, T. B., Phillip, E. P., & David, J. R.(2010). Marketing metrics: The definitive guide to measuring marketing performance. Upper Saddle River, NJ: Pearson Education.

  9. Fluss, D. (2005). The realtime contact center: Strategies, tactics, and technologies for building a profitable service and sales operation. New York, NYAMACOM.

  10. Fresno, P. L.(2013). Customer complaints management: From dissatisfaction to loyalty. Spain.

  11. Grigoroudis, E., & Siskos, Y. (2010). Customer satisfaction evaluation, methods for measuring and implementing service quality. Springer Science+Business Media.

  12. International Organisation for Standardisation (ISO). (2004). ISO 10002: Quality management - Customer satisfaction - Guidelines for complaints handling in organizations. Geneva, Switzerland: International Organisation for Standardisation.

  13. Ireland, L. (2011). Customer satisfaction and customer experience are NOT the same. Retrieved from http://www.businessinsider.com/customersatisfaction-and-customer-experience-2-very-different-things-2011-2

  14. Lloyd, S. (2010). Shadow shopper, keeping an eye on business; how to set up a mystery shopping program. Solon Community Network. Retrieved from http://www.shadowshopper.com.au/assets/reportwhymysteryshopping.pdf

  15. Malaysia Airlines. (2010). Gearing for growth. Retrieved from http://ir.chartnexus.com/mas/website_HTML/attachments/attachment_18589_1321341095.pdf

  16. Mendoza, L. E., Marius, A., Perez, M., & Griman, C. (2007). Critical success factors for a customer relationship management strategy. Information and Software Technology, 49(8), 913-945.

  17. Schmitt, B. H.(2003). Customer experience management: A revolutionary approach to connecting with your customers .Hoboken, NJ: John Wiley & Sons.

  18. Shadow Shopper P/L. (2010). Why have a mystery shopping program? Retrieved from http://www.shadowshopper.com.au/assets/reportwhymysteryshopping.pdf

  19. Shanker, A. (2012). Q&A: What is customer value and how do you deliver it? Technology Innovation Management Review, 2(2), 32-33. Retrieved from http://timreview.ca/article/525

  20. Soudagar, R., Iyer, V., & Hildebrand, D. V.(2012). The customer experience edge: Technology and techniques for delivering an enduring, profitable, and positive experience to your customers. New York, NY: McGraw-Hill.

  21. Syarikat Air Johor. (2012). Vision, mission and values. Retrieved from http://www.saj.com.my/V2/Content.php?content_id=33

  22. Tenaga Nasional Berhad. (2015). TNB shared values: Customer focus. Retrieved from http://www.tnb.com.my/about-tnb/tnb-code-of-ethics.html

  23. Ward, S. (2014). How to write a mission statement: Write a mission statement in 3 easy steps by small business: Canada expert (about money). Retrieved from http://sbinfocanada.about.com/od/businessplanning/a/writemission.htm


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Latest updated: 23th July 2013

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