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References - Pg. 185

185 REfEREnCEs Aspect Customer Service Trends (2011) [Online] www.customerservicetrends.com Gallwey, T (1986) The Inner Game of Tennis, Pan Global Call Centre Project Report [Online] www.ilr.cornell.edu/ globalcallcenter/upload/GCC-Intl-Rept-UK-Version.pdf Global coaching survey (2006) Fortune Magazine, October Institute of Customer Service Survey [Online] www.instituteofcustomerservice.com/1844/ UK-Customer-Satisfaction-Index-results.html Rucci, A, Kim, S and Quinn, R (1998) The employee­customer profit chain at Sears, Harvard Business Review, January, pp 10­26 Spitzer, D (1995) SuperMotivation, ANACOM Technical Assistance Research Program (TARP) Studies 1979­2010 [Online] www.tarp.com Tripp, T and Gregoire, Y (2011) When unhappy customers strike back on the internet, MIT Sloan Management Review, Spring, 52 (3), pp 36­44 Whitmore, J (2009) Coaching for Performance: GROWing Human Potential and Purpose ­ The principles and practice of coaching and leadership, Nicholas Brearley