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1.
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UNDERSTANDING SERVICES MANAGEMENT
by William J. Glynn,James G. Barnes | Barnes,James G. Material type:  Book Description: xxvi,485.Publisher: John Wiley, Chichester c1995Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658 UN2G] (1).
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2.
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NEW PUBLIC SECTOR MARKETING
by Chapman,David, Cowdell,Theo. Material type: Book; Format:
print
; Literary form:
not fiction
Description: x,390.Publisher: Financial Times Pitman,New Delhi 1998Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.8 C366N] (1).
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3.
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UNDERSTANDING CUSTOMER VALUES AND SATISFACTION
by Woodruff,Robert | Gardial,Sarah F. Material type: Book; Format:
print
; Literary form:
not fiction
Description: xvii,338.Publisher: Infrinity Books, New Delhi 2000Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.812 W26U] (1).
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4.
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INVENTED HERE
by Victor,Bart | Boynton,Andrew C. Material type: Book; Format:
print
; Literary form:
not fiction
Description: xiv,253.Publisher: Harvard University Press, Boston 1998Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.406 V665I] (1).
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5.
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SEVEN SECRETS OF SERVICE STRATEGY
by Horovitz,Jacques. Material type: Book; Format:
print
; Literary form:
not fiction
Description: ix,140.Publisher: Prentice Hall, Harlow 2000Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.812 H785S] (1).
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6.
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CUSTOMER - DRIVEN SERVICE MANAGEMENT
by Balachandran,S. Material type: Book; Format:
print
; Literary form:
not fiction
Description: 333.Publisher: Response Books, New Delhi 1999Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.8120954 B18C] (1).
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7.
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MODI XEROX AND XEL MARKETING
by Gupta,Nirmal K. Material type: Book Description: 6.Publisher: Indian Institute Of Management, Ahmedabad c1999Availability: Items available for reference: PK Kelkar Library, IIT Kanpur [Call number: 658.812 G959M] (1).
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8.
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MODI XEROX AND XEL MARKETING
by Gupta,Nirmal K. Material type: Book Description: 5.Publisher: Indian Institute Of Management, Ahmedabad c1999Availability: Items available for reference: PK Kelkar Library, IIT Kanpur [Call number: 658.812 G959MX] (1).
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9.
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GOWER HANDBOOK OF CUSTOMER SERVICE
by Peter Murley,No | Murley,Peter. Material type: Book Description: xxxiv,611.Publisher: Gower, Aldershot c1997Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.812 G748M] (1).
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10.
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CALL CENTRES AND HUMAN RESOURCE MANAGEMENT
by Deery,Stephen | Kinnie,Nicholas. Material type: Book; Format:
print
; Literary form:
not fiction
Description: xi,295.Publisher: Palgrave Macmillan, New York 2004Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.812 C130] (1).
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11.
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SERVICE QUALITY
by Schneider,Benjamin | White,Susan S. Material type: Book; Format:
print
; Literary form:
not fiction
Description: xiii,185.Publisher: Sage Publications, Thousand Oaks 2004Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.812 SCH58S] (1).
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12.
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DISCOVERING THE SOUL OF SERVICE
by Berry,Leonard L. Material type: Book; Format:
print
; Literary form:
not fiction
Description: xiv,269.Publisher: Free Press, New York 1999Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.812 B459D] (1).
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13.
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THE SERVICE PROFIT CHAIN
by Heskett,James L.,Sasser,W. Earl | Schlesinger,Leonard A. Material type: Book; Format:
print
; Literary form:
not fiction
Description: xvii,300.Publisher: Free Press, New York 1997Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.812 H461S] (1).
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14.
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CUSTOMER-DRIVEN SERVICES MANAGEMENT
by Balachandran,S. Edition: 2d.Material type: Book; Format:
print
; Literary form:
not fiction
Description: 304.Publisher: Response Books, New Delhi 2004Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.8120954 B18C2] (1).
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15.
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BUILDING CUSTOMER LOYALTY
by Linton,Ian. Material type: Book; Format:
print
; Literary form:
not fiction
Description: xvi,208.Publisher: Universities Press (India)Ltd., Hyderbad 1993Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.812 L658B] (1).
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16.
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CUSTOMER-DRIVEN SERVICES MANAGEMENT
by Balachandran,S. Edition: 2d.Material type: Book; Format:
print
; Literary form:
not fiction
Description: 304.Publisher: Response Books, New Delhi 2004Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.8120954 B18C2] (1).
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17.
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SUPPLY CHAIN MANAGEMENT ON DEMAND
by An,Chae | Fromm,Hansjorg. Material type: Book; Format:
print
; Literary form:
not fiction
Description: xviii,331.Publisher: Springer-Verlag,Berlin 2005Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.7 SU76C] (1).
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18.
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RELATIONSHIP MARKETING
by . Material type: Book; Format:
print
; Literary form:
not fiction
Description: xvii,459.Publisher: Springer-Verlag, Berlin 2000Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.812 R279] (1).
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19.
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SERVICE LEADERSHIP
by Gronfeldt,Svafa | Strother,Judith. Material type: Book; Format:
print
; Literary form:
not fiction
Description: xiii,319.Publisher: Sage Publications, Thousand Oaks 2006Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.812 G898S] (1).
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20.
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SERVICES MARKETING MANAGEMENT
by Kasper,Hans,Helsdingen, Piet Van | Gabbott,Mark. Edition: 2ndMaterial type: Book; Format:
print
; Literary form:
not fiction
Description: xviii,554.Publisher: John Wiley And Sons Ltd.,Chichester 2006Availability: Items available for loan: PK Kelkar Library, IIT Kanpur [Call number: 658.8 K153S2] (1).
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