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Relationship marketing : bringing quality, customer service, and marketing together / Martin Christopher, Adrian Payne, and David Ballantyne.

By: Contributor(s): Material type: TextTextSeries: Marketing series (London, England)Publication details: Oxford ; Boston : Butterworth-Heinemann, 1991.Description: viii, 204 p. : ill. ; 24 cm. ; pbkISBN:
  • 0750602589
  • 9780750602587
  • 9780750602587 :
Subject(s): DDC classification:
  • 658.812
Contents:
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.
Holdings
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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