000			01871cam a2200385 a 4500
008			140730s1991 000 0 eng d
010			_a92164121
020			_a0750602589
020			_a9780750602587
020			_a9780750602587 : _cNo price
072		7	_aKJS _2thema
082			_a658.812
100	1		_aChristopher, Martin. _914614
245	1	0	_aRelationship marketing : _bbringing quality, customer service, and marketing together / _cMartin Christopher, Adrian Payne, and David Ballantyne.
260			_aOxford ; _aBoston : _bButterworth-Heinemann, _c1991.
300			_aviii, 204 p. : _bill. ; _c24 cm. ; _epbk.
490	1		_aThe Marketing series
500			_a"Published in association with the Chartered Institute of Marketing."
504			_aIncludes bibliographical references and index.
505	0		_aRelationship 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.
590			_a25.00
650		0	_aRelationship marketing. _99685
650		0	_aCustomer services. _92749
650		0	_aQuality control.
650		7	_aSales & marketing _2thema
653			_aSales and marketing
700	1		_aPayne, Adrian. _924868
700	1		_aBallantyne, David.
710	2		_aChartered Institute of Marketing. _924296
830		0	_aMarketing series (London, England) _921734
902			_a160808
907			_a.b10457227 _bwgen _cg
942			_n0
998			_b0 _c140730 _dm _ea _fg _g0
999			_c43617 _d43617