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© 2007 Scott Degraffenreid
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“Measuring Customer Satisfaction” by Bob E. Hayes published by ASQC Quality Press, 1997.

 

“The Individualized Corporation” by Sumantra  Ghoshal & Christopher A. Bartlett published by HarperBusiness, 1997.

 

“Customer Retention Through Quality Leadership” by Deborah G. Fliehman & David D. Auld published by ASQC Quality Press, 1997.

 

“Influence Without Authority” by Allan R. Cohen & David L. Bradford published by John Wiley & Sons, Inc. 1991.

 

“The Dilbert Future” by Scott Adams published by HarperBusiness, 1997.

 

“The Dilbert Principle” by Scott Adams published by HarperBusiness, 1996.
More Great Reading (in our opinion)
Recommended Articles

"Putting the Service Profit Chain to Work," Haskett, J.L., Jones, T.O., Loveman, G.W., Sasser, Jr., W.E., Schlesinger, L.A., Harvard Business Review, March-April 1994.

"The New Deal: What Companies and Employees Owe One Another," O'Reilly, Brian, Fortune, June 13, 1994.

"Some Companies Cut Costs Too Far, Suffer Corporate Anorexia," Wysocki, Bernard, The Wall Street Journal, July 5, 1995.

"A Power Producer Is Intent on Giving Power to It's People," Markels, Alex, The Wall Street Journal, July 3, 1995.

"Quality Is Not What You Think It is," Benson, Tracy E., Industry Week, October 5, 1992.

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"A Whole New Mind - Moving from the Information Age to the Conceptual Age" by Daniel H. Pink published by the Penguin Group, 2005.

 

“Bringing Out the Best in People" by Aubrey C. Daniels published by McGraw Hill, Inc., 1994.

 

“The Customer Comes Second” by Hal F. Rosenbluth published by William Morrow and Company, Inc., 1992.

 

“The Service Profit Chain” by James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger, published by The Free Press, 1997.

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