References and Copyright

Submitted by Katie.Koukouli… on Wed, 06/28/2023 - 15:12
  1. Arden, Trevor and Edwards, Stephanie. 2009. Best Practice Guides for Customer Service Managers. London: Customer 1st International.
  2. Australian Competition & Consumer Commission. 2014. Our Role. Accessed July 18, 2014 http://www.accc.gov.au/about-us/australian-competition-consumer-commission/about-the-accc#our-purpose
  3. Belk, Russell, Fisher, Eileen and Kozinets, Robert. 2013. Qualitative Consumer Marketing Research. London: Sage.
  4. Hagne, Paul, Hagne, Nick and Morgan, Carol-Ann. 2004. Market Research in Practice. London: Kogan Page Limited.
  5. Hubspot. (2022). [Photograph of four people having a discussion]. https://blog.hubspot.com/service/customer-service-standards
  6. Virgin Australia. 2014. Guest Charter (Customer Service Plan). Accessed July 18, 2014 http://www.virginaustralia.com/au/en/experience/service-experience/customer-service-plan/
  7. Cook, Sarah. 2012. Complaint Management Excellence. New York: Kogan Page Limited.
  8. Farris, Paul, Bendle, Neil, Pfeifer, E and Reibstein, David. 2010. Marketing Metrics: The Definitive Guide to Measuring Marketing Performance. Upper Saddle River, New Jersey: Pearson Education.
  9. Krizan, A.C, Merrier, Patricia, Logan, Joyce and Williams, Karen. 2011. Business Communication. 8th ed. Mason, OH: South Western, Cengage Learning.
  10. Lucas, Robert. 2008. Customer Service - Skills for Success. London: McGraw Hill Higher Education.
  11. OneReach.ai. (2015). [Photograph of a man in a suit shirt and tie holding up a small piece of paper with a smiley face on it]. https://onereach.ai/25-statistics-on-the-power-of-positive-customer-service/
  12. Toister, J. (2012). Service Failure - The Real Reasons Employees Struggle with Customer Service and what you can do about it. New York: AMACOM.
  13. Toporek, A. (2012). How to Create a Customer Service Mindset with One Question. Accessed July 22, 2014. http://customersthatstick.com/blog/customer-service-techniques/how-to-create-a-customer-service-mindset-with-one-question/
  14. Baran, Roger and Galka, Robert. 2013. CRM: The Foundation of Contemporary Marketing Strategy. New York, NY: Routledge.
  15. ermeo. (2020). [Image of a checklist with blue check ticks]. https://www.ermeo.com/en/blog/ermeo-control-checklist/
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