Relationship marketing : bringing quality, customer service, and marketing together / Martin Christopher, Adrian Payne, and David Ballantyne.
Material type: TextSeries: Marketing series (London, England)Publication details: Oxford ; Boston : Butterworth-Heinemann, 1991.Description: viii, 204 p. : ill. ; 24 cm. ; pbkISBN:- 0750602589
- 9780750602587
- 9780750602587 :
- 658.812
Item type | Current library | Call number | Copy number | Status | Date due | Barcode |
---|---|---|---|---|---|---|
General Lending | Wexford Campus Library Wexford General Lending | 658.812 (Browse shelf(Opens below)) | 1 | Available | 75199 |
"Published in association with the Chartered Institute of Marketing."
Includes bibliographical references and index.
Relationship marketing -- Developing a relationship strategy -- Quality as a competitive strategy -- Monitoring service quality performance -- The transition to quality leadership -- Managing relationship marketing -- Case 1. Just another Cambridge hi-tech company? -- Case 2. The shift to 'customer orientation' in retail banking -- Case 3. Involving senior managers in the quality improvement process at Johnson Matthey -- Case 4. Achieving real culture change at Ilford -- Case 5. From 'crisis' to quality leadership at Rank Xerox.
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