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 | Title | |
|---|
 Cotton, Jim | |
| Cringeley, Robert X. | |
| Drucker, Peter | |
| Finney, Paul Burnham | |
| Fritz, Jerry | |
| Gide, André | |
| Griesing, David | |
 Happ, Ed | |
| Customer Service Exercises (CS Seminar Exercises) | |
| Goal of Customer Service (Brochure Quote: CS) | |
| House calls for kids shoes (Case Study: Nordstrom kid's shoes) | |
| Informed Decisions (HPMD Brochure) | |
| Leadership and the Organizational Puzzle (Brochure quote) | |
| More Impersonal than an ATM (Case Study: The Local A&P) | |
| Perfection and Procrastination (Perfection and Procrastination) | |
| The Case of the Cajun Popcorn (Case Study: on service flexibility) | |
| The Dry Cleaner with the Rich Memory (Case Study: New Canaan Cleaners) | |
| The Key to Product Management Success (Brochure quote) | |
| The One Stop OK (Empowerment) | |
| The Team and The Fans (Case Study: The Stadium Analogy) | |
| Tour Guide, Senator and Cheer leader (Case Study: The Role of the Service Rep) | |
| What's Strategy? (Brochure quote) | |
| Your Car Will be Ready at Noon (Case Study: The Car Repair Story) | |
| Happ, Steve | |
| Harrar, George | |
| Hawken, Paul | |
| IW/Virtual Organization Inc. | |
Jon Huggett and Caitrin Moran
| |
| Keillor, Garrison | |
| Kelley, Mike | |
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