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Qualitätsmanagement für Dienstleistungen: Handbuch für ein erfolgreiches Qualitätsmanagement. Grundlagen – Konzepte – Methoden
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Relationship Marketing: Das Management von Kundenbeziehungen (Vahlens Handbücher der Wirtschafts- und Sozialwissenschaften)
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Handbuch Kundenbindungsmanagement: Strategien und Instrumente für ein erfolgreiches CRM
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Handbuch Kundenbindungsmanagement: Strategien und Instrumente für ein erfolgreiches CRM
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Integrierte Kundenorientierung: Implementierung einer kundenorientierten Unternehmensführung (Schweizerische Gesellschaft für Organisation und Management)
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Relationship Marketing: Das Management von Kundenbeziehungen
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