2023

Cerebral : response to service failures in a booming digital mental health market

Pellegrin, Karen, author

London : SAGE Publications: SAGE Business Cases Originals, 2023

 

2023

Corporate image repair : communicating apologies after customer service meltdowns

Thum, Stephanie, author

London : SAGE Publications: SAGE Business Cases Originals, 2023

 

2023

Customer experience governance : structuring a company-wide customer survey policy

Thum, Stephanie, author

London : SAGE Publications: SAGE Business Cases Originals, 2023

 

2023

State of Vermont : a case study on leadership and the link between customer and employee experience

Thum, Stephanie, author

London : SAGE Publications: SAGE Business Cases Originals, 2023

 

2023

Voice of the customer : how to use client interviews to understand B2B client experiences, identify business risks, and spot opportunities

Thum, Stephanie, author

London : SAGE Publications: SAGE Business Cases Originals, 2023

 

2023

Consumer co-creation for the revival of a retro brand

Filieri, Raffaele, author

London : SAGE Publications: SAGE Business Cases Originals, 2023

 

2023

Incorporating inclusivity to positively impact customer experience outcomes and organizational culture

Day, Aileen, author

London : SAGE Publications, Ltd., 2023

 

2023

Why printers are the worst

Baskin, Ernest, author

London : National Public Radio Planet Money, 2023

 

2022

Rashid : crafting behaviour for financial inclusion

Panchasara, Manish, author

London : SAGE Publications: SAGE Business Cases Originals, 2022

 

2020

Stranger Things have happened : digital marketing lessons from the Eggo-Netflix collaboration

O'Donnell, Rebecca Hemmert, author

London : SAGE Publications: SAGE Business Cases Originals, 2020

 

2020

Case studies on food experiences in marketing, retail, and events

 

2019

Implications of pricing decisions in the luxury sector : the Mulberry case

Filieri, Raffaele, author

London : SAGE Publications: SAGE Business Cases Originals, 2019

 

2019

Overbooking debacle at United Airlines, Inc.

Teo, Thompson, author

London : SAGE Publications: SAGE Business Cases Originals, 2019

 

2018

Pick n Pay : challenges faced in gaining market share by a South African retailer

Bentinck, Daniel, author

London : Graduate School of Business, University of Cape Town, 2018

 

2017

Retaining competitive advantage in commodities

Mohapatra, Sanjay, author

Bingley, U.K. : Emerald Publishing Limited, 2017

 

2017

Caterpillar : a service brand for customer peace of mind

Goffin, Keith.



 

2017

KLM Airlines : from crisis to social media success

Kurtzke, Simone, (Robert Gordon University, UK)



 

2016

Ranjan and platinum card

Ramamoorthy, Ravichandran, author

[London] : SAGE, 2016

 

2016

Managing online service recovery at iMAGE Telecom

Crisafulli, Benedetta, author

[London] : SAGE, 2016

 

2015

The development of responses to social media reviews in the lodging industry

Bagnera, Suzanne Markham, author

London : International CHRIE, 2015

 

2013

Nordstrom : focusing on a culture of service

Perepu, Indu, author

Hyderabad, Andhra Pradesh : IBS Center for Management Research, [2013]

 

2012

Zappos' values-based culture

Khan, Syed Mohammad Muzaffar, author

Hyderabad, Andhra Pradesh : IBS Center for Management Research, [2012]

 

2011

The now revolution : 7 shifts to make your business faster, smarter, and more social

Baer, Jay, 1969-



 

2009

Who's your Gladys? : how to turn even the most difficult customer into your biggest fan

Suttle, Marilyn.



 

2008

Schultz's return to Starbucks : to fend off rivals?

Vakhariya, Shital, author

Hyderabad, Telangana : IBS Case Development Centre, [2008]

 

2007

User-centered design stories : real-world UCD case files

Amsterdam ; Boston : Elsevier/Morgan Kaufman, [2007]

 

2007

User-Centered Design Stories : Real-World UCD Case Studies

Righi, Carol



 

2006

Customer focus at Neiman Marcus : "We report to the client"

Dewar, Robert D.



 

2024

Artificial intelligence and transforming digital marketing

Cham : Springer, [2024]

 

2023

Creating value for leaders : balancing the interests of customers, employers, investors, and the marketplace

Mahajan, Gautam, 1946-

New York : Productivity Press, 2023

 

2023

SALESFORCE END-TO-END IMPLEMENTATION HANDBOOK a practitioner's guide for setting up programs and projects to deliver superior business outcomes

Jørgensen, Kristian Margaryan, author
1st edition


 

2023

Marketing to manage customer experience : the case of Nykaa

Chakraborty, Uttam, active 2023, author

London : SAGE Publications: SAGE Business Cases Originals, 2023

 

2023

POWER OF HUMILITY IN LEADERSHIP influencing as a role model

Frank, Franziska.



 

2023

B2B customer engagement strategy : an introduction to managing customer experience

Prior, Daniel D., author

Cham, Switzerland : Palgrave Macmillan, 2023

 

2023

Customer behaviour in ecommerce : case studies from the online grocery market

Cham, Switzerland : Springer, [2023]

 

2023

Human-centered service design for healthcare transformation : development, innovation, change

Cham : Springer, 2023

 

2023

Brand storytelling : put customers at the heart of your brand story

Rodriguez, Miri, author
Second edition
London ; New York, NY : Kogan Page, 2023

Request It 

2023

The book of business awesome : how engaging your customers and employees can make your business thrive

Stratten, Scott, author.
[First edition]
[Place of publication not identified] : Ascent Audio, 2023

 

2023

Salesforce AppExchange success blueprint

Stefaniak, Jakub, author
1st edition
Birmingham, UK : Packt Publishing Ltd., 2023

 

2023

Paradigm shift in business : critical appraisal of agile management practices

Cham : Palgrave Macmillan, [2023]

 

2023

Walmart blockchain usage in the supply chain

Zhelezniak, Tanya, (IT and Digital Marketing Consultant, Business Strategy Educator, Israel)



 

2022

The unstoppable sales machine : how to connect, convert, and close new customers

Casemore, Shawn, author
1st
New York : Productivity Press, 2022

 

2022

39 Bakers : roadmap to profitability through customer management

Jha, Suchita, author

Bingley, U.K. : Emerald Publishing Limited, [2022]

 

2022

Customer Experience : A New Responsibility for U.S. Federal Government Administrative Leaders

Thum, Stephanie, author

London : SAGE Publications: SAGE Business Cases Originals, 2022

 

2022

Nielsen

Elias, Jaan, author

London : Yale School of Management, 2022

 

2022

CloudMagic.

Sugathan, Praveen, author

London : Indian Institute of Management, Kozhikode, 2022

 

2022

Virtual tourism a case study of the Aliathon Resort

Buhalis, Dimitrios.



 

2022

Fashion marketing in emerging economies.

 

2022

Cyberattack at Cosmos Bank : regaining customer trust

Deshpande, Kalyani, author

London : SAGE Publications : SAGE Business Cases Originals, 2022

 

2021

National bank of Fujairah's digital platform "NBF Connect"

Jegerson, Devid, author

Bingley, U.K. : Emerald Publishing Limited, 2021