Publications

You Can’t Win A Fight With Your Clients: And 49 Other Rules for Providing Great Service

Tom Markert, 2007
Collins
ISBN 0061228559

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Loyalty Myths

Timothy L. Keiningham, Terry G. Vavra, Lerzan Aksoy, Henri Wallard, 2005
Wiley
ISBN 0471743151

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Customer Satisfaction Measurement Simplified

Terry G. Vavra, 2001
American Society for Quality, Milwaukee, WI; 800-246-1948
ISBN 0873895002
Also available in Spanish and Mandarin editions.

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The Customer Delight Principle

Timothy L. Keiningham and Terry G. Vavra, 2001
The American Marketing Association and McGraw-Hill, New York
ISBN 0658010042
Also available in a Mandarin edition.

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Improving Your Measurement Of Customer Satisfaction

Terry G. Vavra, 1997
American Society for Quality, Milwaukee, WI; 800-246-1948
ISBN 0873894057

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Aftermarketing: How to Keep Customers for Life through Relationship Marketing

Terry G. Vavra, 1992 and 1995
McGraw-Hill
ISBN 0786304057
Also available in Spanish, Korean, Japanese and Portuguese editions.

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