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BEST PRACTICE - Complaint handling - Why complaints are often badly handled and actions that can improve customer relations.
Cook, Sarah; Macaulay, Steve - In: ADMAP : for decisionmakers in advertising, marketing, … (2013), pp. 44-45
Persistent link: https://www.econbiz.de/10010068959
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Customer service: What's a smile got to do with it?
Cook, Sarah; Macaulay, Steve - In: Managing service quality : MSQ ; an international journal 7 (1997) 5, pp. 248-252
Persistent link: https://www.econbiz.de/10007197691
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Practical steps to empowered complaint management
Cook, Sarah; Macaulay, Steve - In: Managing service quality : MSQ ; an international journal 7 (1997) 1, pp. 39-42
Persistent link: https://www.econbiz.de/10007201130
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Problems and Pitfalls of Customer Service Initiatives
Macaulay, Steve; Cook, Sarah - In: Managing service quality : MSQ ; an international journal 4 (1994) 4, pp. 32-35
Persistent link: https://www.econbiz.de/10007213541
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Problems and Pitfalls of Customer Service Initiatives
Macaulay, Steve; Cook, Sarah - In: Managing service quality : MSQ ; an international journal 4 (1994) 4, pp. 32-35
Persistent link: https://www.econbiz.de/10007217956
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Drawing up a new careers contract - Software company SCO has abandoned traditional practice in favour of employee self-development
Macaulay, Steve; Harding, Nigel - In: People management : the magazine for professionals in … 2 (1996) 7, pp. 34-35
Persistent link: https://www.econbiz.de/10006066691
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Creating a customer-focused culture: Some practical frameworks and tools
Macaulay, Steve; Clark, Graham - In: Managing service quality : MSQ ; an international journal 8 (1998) 3, pp. 183-188
Persistent link: https://www.econbiz.de/10007192854
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BOOK REVIEWS - The Chinese Economy Under Transition
Cook, Sarah; Yao, Shujie; Zhuang, Juzhong; Zhu, Lijing - In: Journal of economic literature 40 (2002) 1, pp. 208-210
Persistent link: https://www.econbiz.de/10006828260
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The Challenge of Informality: Perspectives on China's Changing Labour Market
Cook, Sarah - In: IDS bulletin 39 (2008) 2, pp. 48-56
Persistent link: https://www.econbiz.de/10008066371
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Economic Growth, Social Protection and 'Real' Labour Markets: Linking Theory and Policy
Cook, Sarah; Heintz, James; Kabeer, Naila - In: IDS bulletin 39 (2008) 2, pp. 1-10
Persistent link: https://www.econbiz.de/10008066376