Page 109 - Delivering Authentic Customer Experiences

References

ICS - Institute of Customer Service www.instituteofcustomerservice.com
UK Customer Service Index Executive Summary – (January 2016), results
based on 39,000 survey responses.
BSI – British Standards Institution
FSB - The Federation of Small Businesses www.fsb.org.uk
CIPD – Chartered Institute of Personnel and Development www.cipd.co.uk
European Commission - http://ec.europa.eu/growth/smes/business-friendly-
environment/sme-definition_en
Jonathan Winchester www.shopperanonymous.co.uk
Zendesk - www.zendesk.com/resources/the-impact-of-customer-service
Peter Thompson www.peterthomson.com
Brian Mayne - www.brianmayne.com
The Rater Model - Parasuraman et al. 1988 -
www.mindtools.com/pages/article/rater.htm
Bain and Company - www.bain.com/about/press/press-releases/companies-
earn-bad- profits-from-onethird-of.aspx
Nominet - www.nominet.uk/about/
Journal of Applied Behavioural Science - http://jab.sagepub.com/ Oxford
Dictionaries - www.oxforddictionaries.com/
Stephen Covey – 7 Habits of highly effective people
Robert Cialidini – Influence, Science and practice
Daniel Kahneman – Thinking fast and slow
Liggy Webb – Resilience
Richard B. Chase & Douglas M Stewart - Mistake-Proofing: Designing Errors
Out
Carol Dweck – Mindset www.mindsetonline.com/whatisit/about/index.html

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