This page has been automatically translate with Google from the Italian language.
Bibliography
Blockheads. Marketing, creation of value and understood them customer. Giappichelli Publisher, Turin 2003.
Busacca. To construct the fidelity: to design and to realize an effective strategy of customer loyalty. Publisher The Sun 24 Hours, Milan 1998.
Conca, Pamploni Shoe. Vision 2000 for the small and average enterprise. Like measuring and increasing the customer satisfaction. Publisher The Sun 24 Hours, Milan 2003.
Costabile. The relational understood one them: management of the relations and the customer loyalty. Publisher McGraw-Hill, Milan 2001.
De Vincentiis. The perfect one customer satisfaction. Lupetti Publisher, 2002.
Fedel. Thanks for the claim! Like transforming the insoddisfatti customers in faithful customers. Frank Publisher Angels, Milan 1998.
He swears. Thesis of Bachelor: Internet applications to the function supplyings: from the SCM to the E-procurement. University of the Studies of Pisa, Faculty of Business Economy. Pisa 2001.
Gramma. Customer Satisfaction. To measure and to manage the satisfaction of the customer. Publisher ISEDI, Turin 1993.
Greenberg. CRM customer relationship management. Publisher Apogee, Milan 2002.
Gerson. Like measuring the satisfaction of the customer. Frank Publisher Angels, Milan 1995.
Itami. The invisibili resources. Publisher GEA Isedi, Turin 1988.
Johnson, Gustafsson. Customer satisfaction. An integrated system of appraisal and management in order to increase the satisfaction of the customer, the fidelity and the profit. Guerini publisher and Associates to you, Milan 2003.
Marvulli. The questionnaires. Giappichelli Publisher, Turin 1985.
Norm UNI EN ISO 9000. Systems of management for the quality. Foundations and terminology. Publisher UNI, Milan 2000.
Norm UNI EN ISO 9001. Systems of management for the quality. Requirement. Publisher UNI, Milan 2000.
Norm UNI EN ISO 9004. Systems of management for the quality. Lines guide for the improvement of the performances. Publisher UNI, Milan 2000.
Santolin. Thesis of Bachelor: New approaches to the management of the supplies: the Unitec case. University "Cą Foscari" of Venice, Faculty of Economy. Venice 2000.