search query: @indexterm SERVICE MANAGEMENT / total: 228
references: 172-181 / 228
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172.
Understanding customer expectations of service
Sloan Management Review
1991 : SPRING, VOL. 32:3, p. 39-48
 1991 Parasuraman, A.
Berry, L. L.
Zeithaml, V. A.
173.
Breaking the cycle of failure in services (!Customer contact)
Sloan Management Review
1991 : SPRING, VOL. 32:3, p. 17-28
 1991 Schlesinger, L. A.
Heskett, J. L.
174.
La mesure de la qualit dans les socits de service
Banque
1991 : JAN, 512, p. 20-22
 1991 Schrambach, G.
175.
Planning in service organizations
Advanced Management Journal
1990 : SUMMER, VOL. 55:3, p. 7-12
 1990 Austin, M. J.
176.
The Market Power is in the Services: Because the Value is the Results
European Management Journal
1990 : DEC, VOL. 8:4, p. 464-473
 1990 Vandermerwe, S.
177.
Los servicios, componentes del valor anadido, como llave estrategica.
Harvard-Deusto Business Review
1990 : OCT-DEC, 44, p. 97-106
 1990 Quinn, J. B.
Doorley, T. L.
Paquette, P. C.
178.
Customer care : a "bottom-up" view of a "top-down" policy. (!Customer service)
European Journal of Marketing
1990 : VOL. 24:12, p. 22-34
 1990 Boggis, F.
179.
Service-Management - absatzpolitische Vorteile durch gezielten "Dienst am Kunden".
Fortschrittliche Betriebsführung und Industrial Engineering
1990 : JUN, VOL. 39:3, p. 125-131
 1990 Frisch, W.
180.
Five imperatives for improving service quality
Sloan Management Review
1990 : SUMMER, VOL. 31:4, p. 29-38
 1990 Berry, L. L.
Zeithaml, V. A.
Parasuraman, A.
181.
The profitable art of service recovery.
Harvard Business Review
1990 : JUL-AUG, VOL. 68:4, p. 148-156
 1990 Hart, C. W. L.
Heskett, J. L.
Sasser, W. E.
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