Open Educational Resources

Open educational resources (OER) are teaching, learning, and research resources that, through permissions granted by the copyright holder, allow others to use, distribute, keep, or make changes to them. Open textbooks are openly licensed using a Creative Commons license, and are offered in various e-book formats free of charge, or as printed books that are available at cost.

This textbook has been adapted and remixed from a variety of sources — faculty from the US and Canada who have led the way in creating the first OER resources on the topic of customer service strategy. The primary source of this adaptation was Customer Relations for Managers by Dr. Shawna Coram, a textbook published by Florida State College at Jacksonville, under a a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License, unless otherwise noted. Dr. Coram’s text was adapted from Customer Centric Strategy by Kerri Shields, a textbook published by the eCampusOntario (and BCCampus) under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License, unless otherwise noted.

With this version, I have added chapters on Customer Buying Behavior & Journey Mapping, Customer Behavior Styles & Types, and Service Breakdowns & Recovery.  These chapters contain adaptations from a variety of sources as well as original content. Soon, I plan to include new chapters on Measuring Customer Satisfaction and Customer Service Technology.

OER Sources

The following source materials, licensed as CC-BY-NC were adapted, reused, and remixed to create this textbook:

Coram, Shawna. Customer Relations for Managers. Florida State University at Jacksonville. 2022. https://fscj.pressbooks.pub/man4162/

Shields, Shields. Customer Centric Strategy, 1st Edition. eCampus Ontario. 2021. https://ecampusontario.pressbooks.pub/customercentricstrategy/

Motwani, Dhaval. Sales Leadership Management. Fanshawe College. 2023 https://ecampusontario.pressbooks.pub/salesleadershipmgmt/

Gomez, Maria; Green, Mark; Hoffman, Linda. Principles of Marketing Copyright. 2023 by Rice University.https://openstax.org/books/principles-marketing/pages/3-1-understanding-consumer-markets-and-buying-behavior

Grayson, Rochelle. Foundations in Digital Marketing. BC Campus Open Education. 2023. https://opentextbc.ca/foundationsdigitalmarketing/

NSCC; Clement, Michelle; and Saylor. Selling for Success 3e . Nova Scotia Community College. 2023. https://pressbooks.nscc.ca/nsccpowerofsellingv3/

Retail Management. Lumen Learning. https://courses.lumenlearning.com/wm-retailmanagement/chapter/customer-profiles/

Van Hook, Steven R. and Saylor Academy. Extraordinary Customer-Service Situations

Source: Steven R. Van Hook and Saylor Academy. CUST105: Customer Service. Saylor Academy. 2020. https://learn.saylor.org/course/view.php?id=7&section=7