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101.
Services marketing : integrating customer focus across the firm / Alan M. Wilson ... [et al.]. by
Edition: 2nd European ed.
Material type: Text Text; Format: print
Publication details: Maidenhead [etc.] : McGraw-Hill Education, cop., 2012
Availability: Items available for loan: UMK Kampus Kota (2)Call number: HD9980.5 .S47 2012, ... Items available for reference: UMK Kampus Kota: Not for loan (1)Call number: HD9980.5 .S47 2012.

102.
Customer service : a practical approach / Elaine K. Harris. by
Edition: 6th ed.
Material type: Text Text; Format: print
Publication details: Boston : Pearson, c2013
Availability: Items available for loan: UMK Kampus Jeli (1)Call number: HF5415.5 .H38 2013. UMK Kampus Kota (1)Call number: HF5415.5 .H38 2013.

103.
What's the future of business? : changing the way businesses create experiences / Brian Solis. by
Material type: Text Text; Format: print
Publication details: Hoboken, N.J. : Wiley, c2013
Availability: Items available for loan: UMK Kampus Kota (1)Call number: HF5415.5 .S622 2013. Not available: UMK Kampus Kota: In Processing(Cataloging) (1).

104.
Project stakeholder management / Pernille Eskerod and Anna Lund Jepsen. by Series: Fundamentals of project management
Material type: Text Text; Format: print
Publication details: Burlington, VT : Gower, [2013]
Availability: Items available for loan: UMK Kampus Kota (1)Call number: HD69.P75 E845 2013.

105.
Design like Apple : seven principles for creating insanely great products, services, and experiences / John Edson. by
Material type: Text Text; Format: print
Publication details: Hoboken, N.J. : Wiley, 2012
Availability: Items available for loan: UMK Kampus Bachok (1)Call number: HD9696.2.U64 A673 2012. UMK Kampus Kota (1)Call number: HD9696.2.U64 A673 2012.

106.
The innovator's dilemma : the revolutionary book that will change the way you do business / Clayton M. Christensen. by
Edition: 1st Harper Business pbk
Material type: Text Text; Format: print
Publication details: New York : Harper Business, c2011,c2000
Availability: Items available for loan: UMK Kampus Kota (1)Call number: HD53 .C49 2011.

107.
Transformasi RHB Bank Berhad ke arah meningkatkan keyakinan pelanggan / Hussin Abdullah, Jamal Ali. by
Material type: Text Text; Format: print
Publication details: Sintok, Kedah : UUM Press, 2012
Availability: Items available for loan: UMK Kampus Kota (1)Call number: HG3300.6 .H87 2012.

108.
Successful enquiry answering every time / Tim Buckley Owen. by
Edition: Sixth Edition.
Material type: Text Text; Format: print
Publisher: London : Facet, 2012Copyright date: ©2012
Availability: Items available for loan: UMK Kampus Bachok (1)Call number: Z711 .O98 2012. Not available: UMK Kampus Kota: Damaged (1).

109.
Uncommon service : how to win by putting customers at the core of your business / Frances Frei, Anne Morriss. by
Material type: Text Text; Format: print ; Literary form: Not fiction
Publication details: Boston, Mass. : Harvard Business Review Press, c2012
Availability: Items available for loan: UMK Kampus Kota (1)Call number: HF5415.5 .F728 2012.

110.
Customer service : NVQ level 2 / by Sarah Pilbeam. by
Material type: Text Text; Format: print
Publication details: London : Hodder Education, 2012
Availability: Items available for loan: UMK Kampus Kota (1)Call number: HF5415.5 .P55 2012.

111.
Customer service in tourism and hospitality / Simon Hudson, Louise Hudson. by
Material type: Text Text; Format: print
Publication details: Oxford : Goodfellow Publishers Lim, c2013
Availability: Items available for loan: UMK Kampus Kota (1)Call number: TX911.3 .C8 H83 2013. Not available: UMK Kampus Kota: Damaged (1).

112.
Superior customer value : strategies for winning and retaining customers / Art Weinstein. by
Edition: 3rd ed.
Material type: Text Text; Format: print
Publication details: Boca Raton, FL : CRC Press, c2012
Availability: Items available for loan: UMK Kampus Kota (4)Call number: HF5415.5 .W442 2012 AV, ...

113.
The Apple experience : the secrets of delivering insanely great customer service / by Carmine Gallo. by
Material type: Text Text; Format: print ; Literary form: Not fiction
Publication details: New York : McGraw-Hill, 2012
Availability: Items available for loan: UMK Kampus Kota (1)Call number: HF5415.5 .G356 2012.

114.
Reshaping retail : why technology is transforming the industry and how to win in the new consumer driven world / Stefan Niemeier, Andrea Zocchi, and Marco Catena. by
Material type: Text Text; Format: print
Publication details: ©2013 ; Chichester, West Sussex ; Hoboken, NJ : Wiley, [2013]
Availability: Items available for loan: UMK Kampus Kota (1)Call number: HF5429 .N486 2013.

115.
Flip the funnel : how to use existing customers to gain new ones / Joseph Jaffe. by
Material type: Text Text; Format: print
Publication details: Hoboken, N.J. : Wiley, c2010
Availability: Not available: UMK Kampus Kota: Damaged (1).

116.
Delivering effective social customer service : how to redefine the way you manage customer experience and your corporate reputation / Carolyn Blunt and Martin Hill-Wilson ; cover design by Andrew Ward. by
Material type: Text Text; Format: print
Publication details: Chichester, England : Wiley, 2013
Availability: Items available for loan: UMK Kampus Bachok (1)Call number: HF5415.335 .B58 2013. UMK Kampus Kota (1)Call number: HF5415.335 .B58 2013.

117.
Open services innovation : rethinking your business to grow and compete in a new era / Henry Chesbrough. by
Edition: 1st ed.
Material type: Text Text; Format: print
Publication details: San Francisco, CA : Jossey-Bass, c2011
Availability: Items available for loan: UMK Kampus Kota (1)Call number: HF5415.5 .C475 2011.

118.
Service-ability : create a customer centric culture and gain competitive advantage / Kevin Robson. by
Material type: Text Text; Format: print
Publication details: Chichester, U.K. : Wiley, 2013
Availability: Items available for loan: UMK Kampus Kota (1)Call number: HF5415.5 .R628 2013. Not available: UMK Kampus Kota: Damaged (1).

119.
The power of understanding people : the key to strengthening relationships, increasing sales, and enhancing organizational performance / Dave Mitchell. by
Material type: Text Text; Format: print
Publication details: Hoboken, New Jersey : Wiley, [2014]
Availability: Items available for loan: UMK Kampus Kota (2)Call number: HF5415.5 .M578 2014, ...

120.
The relationship edge : the key to strategic influence and selling success / Jerry Acuff with Wally Wood. by
Edition: 3rd ed.
Material type: Text Text; Format: print
Publication details: Hoboken, N.J. : Wiley, c2011
Availability: Items available for loan: UMK Kampus Kota (1)Call number: HF5415.5 .A3 2011.

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