The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization
(© 2005, John Wiley & Sons), by Robert Spencer and Patricia McCarthy

Leadership for Great Customer Service: Satisfied Patients, Satisfied Employees
(© 2004, HAP) by Thom A. Mayer, Robert J. Cates.

Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation
(© 2001, Adams Media Corp) by Lisa Ford, David McNair, Bill Perry

Monitoring, Measuring, & Managing Customer Service
(© 2000, Josey-Bass) by Gary S. Goodman

BE OUR GUEST : Perfecting the art of customer service
(© 2001, Disney Institute)

At Your Service (Health Executive Magazine, October 2005)
by Grayson Walker