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 | Author | Title/Subject | |
|---|
| Peters, Tom | Thriving on Chaos (Service Pays Handsomely: PIMS & TARP studies) | |
| Peters, Tom | Thriving on Chaos (Case Study: Where Superlative Service is the Norm) | |
| Sewell, Carl | Customers for Life (QTCQ Measures) | |
| Zemke, Ron with Dick Schaaf | The Service Edge (Case Study: The Case of the French Fries) | |
| Zemke, Ron with Dick Schaaf | The Service Edge (Five Fundamental Service Tactics) | |
| Zemke, Ron with Dick Schaaf | The Service Edge (The Case of the Overbooked Hotel) | |
| Zemke, Ron with Dick Schaaf | The Service Edge (Service Recovery) | |
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