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 | Title | |
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| 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
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| Keillor, Garrison | |
| Kelley, Mike | |
| Kepner-Tregoe | |
| Kidder, Tracy | |
| LaPlante, Alice | |
| Maister, David | |
| Malone, Tom | |
| Martin, Steve | |
| Michelangelo | |
| Mintzberg, Henry | |
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