How to Win Friends & Influence People
Author: Dale Carnegie
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Good to Great: Why Some Companies Make the Leap... and Others Don't
Author: Jim Collins
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Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant
Author: W. Chan Kim
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The Leadership Challenge, 4th Edition
Author: James M. Kouzes
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Raving Fans: A Revolutionary Approach To Customer Service
Author: Ken Blanchard
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The Leadership Challenge, 4th Edition
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The HR Scorecard: Linking People, Strategy, and Performance
Author: Brian E. Becker
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Whale Done! : The Power of Positive Relationships
Author: Kenneth Blanchard
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Strategy Maps: Converting Intangible Assets into Tangible Outcomes
Author: Robert S. Kaplan
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Seeing What's Next: Using Theories of Innovation to Predict Industry Change
Author: Clayton M. Christensen
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The Hr Value Proposition
Author: David Ulrich
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Employee Selection (with InfoTrac )
Author: Lilly M. Berry
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The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
Author: Frederick F. Reichheld
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Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers
Author: Bernd H. Schmitt
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Managing the Customer Experience: Turning customers into advocates (Financial Times Series)
Author: Shaun Smith
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Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
Author: Leonard L. Berry
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The Future of Competition: Co-Creating Unique Value with Customers
Author: C. K. Prahalad
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The Future of Human Resource Management: 64 Thought Leaders Explore the Critical HR Issues of Today and Tomorrow
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Loyalty Rules: How Today's Leaders Build Lasting Relationships
Author: Frederick F. Reichheld
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The Service Profit Chain
Author: James L. Heskett
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Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
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Winning the Service Game
Author: Benjamin Schneider
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Building Profit Through Building People: Making Your Workforce the Strongest Link in the Value-Profit Chain
Author: Ken Carrig
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Services Marketing (5th Edition)
Author: Christopher Lovelock
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Managing Customers as Investments: The Strategic Value of Customers in the Long Run
Author: Sunil Gupta
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Delivering Quality Service
Author: Valarie A. Zeithaml
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Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
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Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs
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Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, Second Edition
Author: Bob E. Hayes
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Connective Leadership: Managing in a Changing World
Author: Jean Lipman-Blumen
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How Industries Evolve: Principles for Achieving and Sustaining Superior Performance
Author: Anita M. McGahan
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On Great Service: A Framework for Action
Author: Leonard L. Berry
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Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
Author: Jeffrey F. Rayport
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Service Is Front Stage: Positioning Services for Value Advantage (Insead Business Press)
Author: James Teboul
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Service Breakthroughs: Changing the Rules of the Game
Author: James L. Heskett
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Restructuring Health Care: The Patient-Focused Paradigm (Jossey Bass/Aha Press Series)
Author: J. Philip Lathrop
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Service Breakthroughs
Author: James L. Heskett
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Putting the Service-Profit Chain to Work (HBR OnPoint Enhanced Edition)
Author: James L. Heskett
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The Real Heroes of Business : ...and Not a Ceo Among Them
Author: Len Schlesinger
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Zero Defections: Quality Comes to Services (HBR OnPoint Enhanced Edition)
Author: Frederick F. Reichheld
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Customer Satisfaction Toolkit for ISO 9001:2000
Author: Sheila Kessler
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Managing Service in Food And Beverage Operations
Author: Ronald F. Cichy
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Whale Done! The Power of Positive Relationships
Author: Kenneth Blanchard
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Putting the Service-Profit Chain to Work (HBR Classic)
Author: James L. Heskett
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