Books by Wirtz Jochen
DESIGNING CUSTOMER SERVICE PROCESSES
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MANAGING PEOPLE FOR SERVICE ADVANTAGE
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MANAGING CUSTOMER RELATIONSHIPS AND BUILDING LOYALTY
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DESIGNING COMPLAINT HANDLING AND SERVICE RECOVERY STRATEGIES
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SERVICE QUALITY AND PRODUCTIVITY MANAGEMENT
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BUILDING A WORLD CLASS SERVICE ORGANIZATION
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POSITIONING SERVICES IN COMPETITIVE MARKETS
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PRICING SERVICES AND REVENUE MANAGEMENT
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DEVELOPING SERVICE PRODUCTS AND BRANDS
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BALANCING CAPACITY AND DEMAND IN SERVICE OPERATIONS
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