SHS Collections
Kash, R. (2010). How companies win : profiting from demand-driven business models no matter what business you're in. New York : HarperBusiness. HD58.8.K37 2010
Villegas, V. (2017). Tourism promotion services. Quezon City, Philippines : Vibal Group, Inc., FIL. G155.V55 2017
Cagan, M. (2017). INSPIRED : how to create tech products customers love. Hoboken : Wiley. HF5415.C34 2018
Zeithaml, V. (2018). Services marketing : integrating customer focus across the firm. Dubuque : McGraw-Hill Education. HD9980.5.Z45 2018
Marsh, R. (2019). Customer service and tech support : a career guide. USA : Larsen and Keller Education. HF5415.5.M37 2019
3GE collection on business management : service marketing (2020). USA : 3G E-Learning LCC HD9980.5.C65 2020
XUL Collections
Microsoft Access small business solutions (2010). Indianapolis, IN : Wiley.
Making customers matter. (2010). Boston, Mass. : Les50ns.005.7565 M626 2010
Making customers matter (2010). Boston, Mass. : Les50ns. 658.812 M235 2010
Harvard business review on increasing customer loyalty (2011). Boston, Mass. : Harvard Business Review Press. 658.8343 H339 2011
Lovelock, C. (2011). Services marketing : an Asia-Pacific and Australian perspectives. French Forest : Pearson. HF5415.13.L5883 2011
Lovelock, C. (2011). Services marketing : an Asia-Pacific and Australian perspectives. French Forest : Pearson. HF5415.13.L5883 2011
Focusing on your customer (2011). Boston, Mass. : Harvard Business Review Press. 658 P739foc 2011
Humphrey, D. (2011). Customer service : 21st century business. Australia : South-Western Cengage Learning. HF5415.5.H86 2011
Focusing on your customer : expert solutions to everyday challenges. (2011). Boston, Mass. : Harvard Business Review Press. GRD 658 P739foc 2011
Crane, F. (2013). Marketing for entrepreneurs : concepts and applications for new ventures. Los Angeles : SAGE Publications. HF5415.13.C676 2013
Rezin, A. (2013). Automotive service management : principles into practice. Upper Saddle River, N.J. : Pearson. TL153.R46 2013
Customer service management. (2014). UAE : 3G eLearning. HF5415.5.C87 2014
Adanza, G. (2018). The relationship between the level of customer satisfaction and customer loyalty of XUSHS students towards Burrito. Research Paper (ABM) : Senior High School, Xavier University, Cagayan de Oro City. ABM 5004.A33 2018
Angus, T. (2018). The relationship between Chingkeetea (supplementary and main product) customer service and customer loyalty among XU Senior High School student. Research Paper (ABM) : Senior High School, Xavier University, Cagayan de Oro City. ABM 5004.A54 2018
Barros, C. (2018). The relationship between Jollibee's online advertising and Xavier University Senior High School students' customer loyalty S.Y. 2017-2018. Research Paper (ABM) : Senior High School, Xavier University, Cagayan de Oro City. ABM 5004.B37 2018
Bazar, H. (2018). The relationship between the attributes of 678Chicken to the customer loyalty of Senior High School students of Xavier University. Research Paper (ABM) : Senior High School, Xavier University, Cagayan de Oro City. ABM 5004.B39 2018
Cid, S. (2018). The relationship between price and customer satisfaction of Xavier University Senior High School students towards Chingkee Tea. Research Paper (ABM) : Senior High School, Xavier University, Cagayan de Oro City. ABM 1304.C53 2018
Cristobal, H. (2018). The relationship between the pricing of Artihe Computer Printing and Services towards the level of customer satisfaction of the Senior High School students in Xavier University - Ateneo de Cagayan. Research Paper (ABM) : Senior High School, Xavier University, Cagayan de Oro City. ABM 5004.C75 2018
Abendano, P. (2019). The relationship between customer service and customer satisfaction in Mang Inasal - Ororama. Research Paper (ABM) : Senior High School, Xavier University, Cagayan de Oro City. ABM 1304.A24 2019
Ampong, J. (2019). The relationship between product and service quality and customer satisfaction towards ukay-ukay garments as perceived by the ukay-ukay customers of GGI wholesale and retail center. Research Paper (ABM) : Senior High School, Xavier University, Cagayan de Oro City. ABM 1304.A47 2019
Dablio, N. (2019). The efficacy of Clark and Nikks' product and service quality towards customer satisfaction. Research Paper (ABM) : Senior High School, Xavier University, Cagayan de Oro City. ABM 1304.D33 2019
Journal of Customer Service in Marketing & Management
The Journal of Relationship Marketing is a quarterly journal that publishes peer-reviewed (double-blind) conceptual and empirical papers of original works that make serious contributions to the understanding and advancement of relationship and marketing theory, research, and practice.
Journal of Retailing and Consumer Services
The journal is an international and interdisciplinary forum for research and debate in the rapidly developing - and converging - fields of retailing and services studies. It focuses particularly on consumer behaviour and on policy and managerial decisions, encouraging contributions both from practitioners in the forefront of new developments in retailing and services, and from academics across a wide range of relevant disciplines.
American Marketing Association
The American Marketing Association (AMA), one of the largest professional associations for marketers, has 38,000 members worldwide in every area of marketing. For more than seven decades, the AMA has been an essential resource, providing relevant marketing information that experienced marketers turn to every day.
The Academy of Management (the Academy; AOM) is a leading professional association for scholars dedicated to creating and disseminating knowledge about management and organizations.
Subscribed Online Database
Fischer, M., Shin, H. S., & Hanssens, D. M. (2016). Brand performance volatility from marketing spending. Management Science, 62(1), 197+. https://bit.ly/3DaDITV
Bolumole, Y., Grawe, S. J., Caltagirone, J., & Daugherty, P. J. (2021, July-August). It's time to adopt a customer-centric attitude. Supply Chain Management Review, 25(4), 26+. https://bit.ly/3B0xGDB
Shulman, G. (2013). Simple steps to great customer service: programs can improve retention and outcome through multi-stage activities. Addiction Professional, 11(1), 8+. https://bit.ly/2UBwYgq
Mobile Operators Should Offer More Digital Services and Deliver High-Performing Networks to Keep Customers, Accenture Survey Finds. (2013, June 10). Business Wire. https://bit.ly/2UHcSSa
Schadewald, M. S. (2021). Apportionment Issues: New Jersey Adopts Market-Based Sourcing Regulations. Journal of State Taxation, 39(2), 17+. https://bit.ly/3AYF16H
Danzig, L. (2015, Summer). Delivering cross-agency customer service. The Public Manager, 44(2), 27+. https://bit.ly/3sABjgu
Open Access
James, P. (2019). Services Marketing and Medical Tourism: The Impact on Private Health Services in Bangkok. Journal Of Management Research, 12(1), 37. https://doi.org/10.5296/jmr.v12i1.15819
Mohammad, A. (2020). The effect of customer empowerment and customer engagement on marketing performance: the mediating effect of brand community membership. Business: Theory And Practice, 21(1), 30-38. https://doi.org/10.3846/btp.2020.11617
Madzík, P., Budaj, P., Mikuláš, D., & Zimon, D. (2019). Application of the Kano Model for a Better Understanding of Customer Requirements in Higher Education—A Pilot Study. Administrative Sciences, 9(1), 11. https://doi.org/10.3390/admsci9010011
Martinkenaite, I., Breunig, K., & Fjuk, A. (2019). Capable design or designing capabilities? An exploration of service design as an emerging organizational capability in Telenor. Depot.ceon.pl. Retrieved 29 July 2021, from https://depot.ceon.pl/handle/123456789/14172.
Yadav, R., & Dabhade, N. (2013). Service Marketing Triangle and GAP Model in Hospital Industry. International Letters Of Social And Humanistic Sciences, 8, 77-85. https://doi.org/10.18052/www.scipress.com/ilshs.8.77
Wang, L. (2017). The impact of perceived service quality, customer satisfaction on customer loyalty of MedinBox. Assumptionjournal.au.edu. Retrieved 29 July 2021, from https://bit.ly/3y2ilAw
Local
Mehta, A., & Jha, S. (2010). Subsidized Food Distribution with Endogenous Quality: A Case Study from the Philippines. Escholarship.org. Retrieved 29 July 2021, from https://escholarship.org/uc/item/9ng4c3xf.
Lorenzo, S., Lorenzo, L., & Martinez, I. (2021). A Dynamic Threshold-Based Customer Redirection Rule for Minimizing Customer Transfer Costs in Bike-Sharing Systems. Journals.upd.edu.ph. Retrieved 29 July 2021, from https://bit.ly/383878p
Legaspi, J. (2020). What business strategy does and what management accounting is pursuing : a logistic regression analysis. Um.edu.mt. Retrieved 29 July 2021, from https://bit.ly/2W7gVIh
Juera, W. (2020). Assessment of Customer Satisfaction on Home-Based Catering Business in Cabadbaran City: Basis for Enhancement Program. Papers.ssrn.com. Retrieved 29 July 2021, from https://bit.ly/3gnigS4
Mitra, R. (2013). Leveraging Service Sector Growth in the Philippines. Hdl.handle.net. Retrieved 2 August 2021, from http://hdl.handle.net/10419/109482.
Foreign
Syawaluddin, S., Joni, J., & Erwin, E. (2019). Influence of social media advertising, e-marketing and product quality on the process of purchasing nature cosmetics. International Journal Of Research In Business And Social Science (2147- 4478), 8(5), 316-321. https://doi.org/10.20525/ijrbs.v8i5.491
Doorasamy, M. (2017). Product Portfolio Management Best Practices For New Product Development: A Review Of Models. Foundations Of Management, 9(1), 139-148. https://doi.org/10.1515/fman-2017-0011
Madzík, P., Budaj, P., Mikuláš, D., & Zimon, D. (2019). Application of the Kano Model for a Better Understanding of Customer Requirements in Higher Education—A Pilot Study. Administrative Sciences, 9(1), 11. https://doi.org/10.3390/admsci9010011
Jensen, J., & Tarr, D. (2012). Deep Trade Policy Options for Armenia: The Importance of Trade Facilitation, Services and Standards Liberalization. Economics, 6(1). https://doi.org/10.5018/economics-ejournal.ja.2012-1
Levitt, R., & Eriksson, K. (2016). Developing a governance model for PPP infrastructure service delivery based on lessons from Eastern Australia. Journal Of Organization Design, 5(1). https://doi.org/10.1186/s41469-016-0009-3
Gaiardelli, P., Pezzotta, G., Rondini, A., Romero, D., Jarrahi, F., & Bertoni, M. et al. (2021). Product-service systems evolution in the era of Industry 4.0. Service Business, 15(1), 177-207. https://doi.org/10.1007/s11628-021-00438-9
Mirza, F., Younus, S., Waheed, N., & Javaid, A. (2021). Investigating the impact of product-related and service quality attributes on re-purchase intention. International Journal Of Research In Business And Social Science (2147- 4478), 10(3), 24-35. https://doi.org/10.20525/ijrbs.v10i3.1107
Open Access
Jonker, J., & Faber, N. (2021). Organizing for Sustainability. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-030-78157-6
Schellinger, J., Tokarski, K., & Kissling-Näf, I. (2020). Digitale Transformation und Unternehmensführung. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-26960-9
Serrat, O. (2017). Knowledge Solutions. Springer, Singapore. https://doi.org/10.1007/978-981-10-0983-9
Springer, Dordrecht. (2019). Managing sustainable business. https://doi.org/10.1007/978-94-024-1144-7
Murray, K. (2016). Managing Customer Relationships. In The American Retail Value Proposition: Crafting Unique Experiences at Compelling Prices (pp. 115-129). Toronto; Buffalo; London: University of Toronto Press. Retrieved August 4, 2021, from http://www.jstor.org/stable/10.3138/j.ctvg25275.12
Murray, K. (2016). Customer Loyalty. In The American Retail Value Proposition: Crafting Unique Experiences at Compelling Prices (pp. 147-160). Toronto; Buffalo; London: University of Toronto Press. Retrieved August 4, 2021, from http://www.jstor.org/stable/10.3138/j.ctvg25275.14
Williams, R. (2014). Identifying underlying customer needs using the ITIL warranty processes. In Managing in a Service-Focused World: I, team, stewards and marketplace (pp. 114-119). Ely, Cambridgeshire, United Kingdom: IT Governance Publishing. Retrieved August 4, 2021, from http://www.jstor.org/stable/j.ctt1287h2r.20
Briggs, L. (2013). Citizens, Customers, Clients or Unwilling Clients?: Different and effective strategies for citizen-centric delivery. In Lindquist E., Vincent S., & Wanna J. (Eds.), Putting Citizens First: Engagement in Policy and Service Delivery for the 21st Century (pp. 83-94). ANU Press. Retrieved August 4, 2021, from http://www.jstor.org/stable/j.ctt4cg5sm.11
Czerniachowicz, B. (2019). The HS Company – Restructuring the Processes and Improving Organizational Excellence: Role of Top Management in Strategic Reorientation. In Gąsior A. (Ed.), Pro-ecological Restructuring of Companies: Case Studies (pp. 97-108). London: Ubiquity Press. Retrieved August 4, 2021, from http://www.jstor.org/stable/j.ctvggx1wj.12
Williams, R. (2014). Helping your customers when things go wrong with good incident management. In Managing in a Service-Focused World: I, team, stewards and marketplace (pp. 129-134). Ely, Cambridgeshire, United Kingdom: IT Governance Publishing. Retrieved August 4, 2021, from http://www.jstor.org/stable/j.ctt1287h2r.22
Riposo, J., Weichenberg, G., Duran, C. K., Fox, B., Shelton, W., & Thorsen, A. (2013). Business Process Reengineering. In Improving Air Force Enterprise Resource Planning-Enabled Business Transformation (pp. 19–22). RAND Corporation. http://www.jstor.org/stable/10.7249/j.ctt5hhvgh.12
NNgroup. (2018). Service Design 101 [Video]. Retrieved 2 August 2021, from https://www.youtube.com/watch?v=ojqN3tZqcew.
SME Hub. (2018). 8 tips for delivering excellent customer service [Video]. Retrieved 2 August 2021, from https://www.youtube.com/watch?v=QZ9agwAbUAw.
Shep Hyken: Customer Service & CX Expert. (2017). Manage Customer Expectations: Do Not Over Promise and Under Deliver [Video]. Retrieved 2 August 2021, from https://www.youtube.com/watch?v=D0IrdfD_CaU.
James Marion. (2014). EMGT514: Service and the bottom line [Video]. Retrieved 2 August 2021, from https://www.youtube.com/watch?v=PG-7xGD2a08.
Anthony Miyazaki. (2020). What is Customer Relationship Management? Animated Introduction to CRM / Marketing / Sales [Video]. Retrieved 4 August 2021, from https://www.youtube.com/watch?v=fbNPq-ZLzMM.