SERVICE MANAGEMENT

Ομάδα Συγγραφέων της Lifeskills International Ltd., Building a service culture, ``Πρώτοι στην εξυπηρέτηση του πελάτη’’, Εκδόσεις Κριτική, 2002, Αθήνα, ISBN 978-960-218-290-1, (Κωδικός Βιβλίου στον Εύδοξο: 11761). Main textbook: Fitzsimmons, James A. and Mona J. Fitzsimmons, (2010) 7th ed., Service Management, McGraw-Hill, New York.

1. Barlow, Janelle, (2009), A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong, 2nd ed., Berrett-Koehler, San Francisco 2. Barnes, Cindy, Helen Blake and David Pinder, (2009),Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit, Kogan Page 3. Buttle, Francis, (2008), Customer Relationship Management, 2nd edition, Butterworth-Heinemann 4. Edvardsson, Bo and Bo Enquist, (2008), Values Based Service for Sustainable Business: Lessons from IKEA, Routledge. 5. Ford. David, Lars Erik-Gadde, Hakan Hakansson, Ivan Snehota (2011), Managing Business Relationships, 3rd ed., Wiley, Chichester 6. Gronfeldt, Svata and Judith Banks Strother, (2006), Service Leadership: The Quest for Competitive Advantage, Sage Publications 7. Gronroos, Christian, (2007), Service Management and Marketing, 3rd ed., Wiley, Chichester, England 8. Gummesson, Evert, (2008), Total Relationship Marketing, 3rd ed., Butterworth Heinemann, Oxford 9. Gungor, Huseyin, (2007), Emotional Satisfaction of Customer Contacts, Vossiuspers UvA 10. Gustafsson, Anders and Michael D. Johnson, (2008), Competing in a Service Economy, Jossey-Bass, San Francisco 11. Heskett, James L, W Earl Sasser, and Joe Wheeler, (2008) Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage, Harvard Business 12. Heskett, James L., W. Earl Sasser and Leonard A. Schlesinger (1997), The service Profit Chain, Free Press, New York 13. Johnston, Robert and Graham Clark (2008), Service Operations Management, 3rd Edition, FT Prentice Hall, Harlow, England 14. Kandampully, J. (2012), (Ed.) Service Management : The New Paradigm in Retailing, Springer. 15. Lovelock, Christopher H. and Jochen Wirtz (2010), Services Marketing: People Technology and Strategy, 7th Ed., Pearson/Prentice Hall, New Jersey 16. Maglio, P. P., Kieliszewski, C. A. and Spohrer, J. C. (eds.): Handbook of Service Science (Service Science: Research and Innovations in the Service Economy), Springer, 2010. 17. Sampson, Scott E. (2005), Understanding Service Businesses, 2nd ed, Wiley 18. Schmidt, Waldemar, Gordon Adler and Els van Weering (2003), Winning at Service, John Wiley & Sons Ltd., Chichester 18. Shaw, Colin, Qaalfa Dibeehi and Steven Walden, (2010), Customer Experience: Future Trends and Insights, Palgrave Macmillan 19. Spath, Dieter and Klaus-Peter Fahnrich (eds) (2007), Advances in Services Innovations, Springer, Berlin 19. Wright, J. Nevan and Peter Race (2005), The Management of Service Operations, 2nd ed, Thomson, London