Selected Readings

This is the "Selected Readings" page(s) from our programs such as "The Basics", "Frontline Service" and "Service Leadership." This page will be kept updated frequently so check back often! Whenever possible we've included a link (if the item is a book) to Amazon.com to make purchasing easy for you.

K. Albrecht, At America's Service, Dow Jones-Irwin, 1995.

K. Albrecht, Service Within, Dow Jones-Irwin, 1990.

K. Albrecht and R. Zemke, Service America!, Dow Jones-IRwin, 1995.

W. Bennis and B. Nanus, Leader's Strategies for Taking Charge, Harper & Row, 1997.

K. Blanchard and S. Johnson, The One Minute Manager, Morrow, 1993.

J. Carlzon, Moments of Truth, Ballinger, 1989.

C. Coonradt and L. Nelson, The Game of Work, Liberty, 1999.

P. Crosby, Quality Without Tears, Signet, 1989.

R. Desatnich, Managing to Keep the Customer, Jossey Bass, 1993.

P. Glen, It's Not My Department!, Morrow, 1992.

J. Guaspari, I Know It When I See It, Amacom, 1991.

P. Hawken, Growing A Business, Fireside, 1988.

G. Heil and R. Tate, Legendary Service, BTD, 1989.

J. Heskett, W. Sasser, Jr. and C. Hart, Service Breakthroughs, Free Press, 1990.

W. Johnston, and A. Packer, Workforce 2000, Hudson Institute, 1987.

R. Kriegel and L. Patler, If It Ain't Broke... Break It!, Warner, 1992.

M. LeBoeuf, How to Win Customers and Keep Them for Life, G. Putnam, 1989.

H. Mackay, Swim With The Sharks, Morrow, 1996.

T. Peters, Thriving on Chaos, Knopf, 1987.

T. Peters and N. Austin, A Passion for Excellence, Random House, 1989.

M. Porter, Competitive Advantage, Free Press, 1998.

R. Schonberger, Building A Chain of Customers, Free Press, 1990.

V. Seithaml, A. Parasuraman and L. Berry, Delivering Quality Service, Free Press, 1990.

C. Sewell and P. Brown, Customers For Life, Doubleday, 1998.

R. Whiteley, The Customer Driven Company, Forum, 1991.

R. Zemke, The Service Edge, New American Library, 1989.