 | Author | Title/Subject | |
|---|
| Happ, Ed | Tour Guide, Senator and Cheer leader (Case Study: The Role of the Service Rep) | |
| Happ, Ed | Customer Service Exercises (CS Seminar Exercises) | |
| Happ, Steve | The Missing Hilton Hotel Coupon (Case Study: No Problem!) | |
| Hawken, Paul | Growing a Business (Responsiveness in...) | |
| Hawken, Paul | Growing a Business (You are the Company) | |
| Hawken, Paul | Growing a Business (Bureaucracy, Rules and Regulations) | |
| Kelley, Mike | The Case of the Runaway Treadmill (Case Study: Joe Rella's Story) | |
| Kelley, Mike | The Conference, and Lesson Plans (Case Studies Exercises) | |
| Kelley, Mike | Connecticut School District #14, School Bond Issue (Case Study 1: School District Bond Issue) | |
| Peppers, Don & Martha Rogers | The One-to-One Future: Building relationships One Customer at a Time (Brochure quote) | |
| Peters, Tom | Thriving on Chaos (Perception is Everything) | |
| Peters, Tom | Thriving on Chaos (Service Pays Handsomely: PIMS & TARP studies) | |
| Peters, Tom | Thriving on Chaos (Case Study: Where Superlative Service is the Norm) | |
| Sewell, Carl | Customers for Life (QTCQ Measures) | |
| Zemke, Ron with Dick Schaaf | The Service Edge (Case Study: The Case of the French Fries) | |
| Zemke, Ron with Dick Schaaf | The Service Edge (Five Fundamental Service Tactics) | |
| Zemke, Ron with Dick Schaaf | The Service Edge (The Case of the Overbooked Hotel) | |
| Zemke, Ron with Dick Schaaf | The Service Edge (Service Recovery) | |
 | Decisions |
| |
| Happ, Ed | Informed Decisions (HPMD Brochure) | |
| Happ, Ed | Leadership and the Organizational Puzzle (Brochure quote) | |
| Jon Huggett and Caitrin Moran
| RAPID Decision-Making: What it is, why we like it, and how to get the most out of it (RAPID Decision-Making) | |
| Design |
| |
| Michelangelo | Setting the figure free (Michelangelo Quote) | |
| Economics |
| |
| Martin, Steve | The Way I see It (Steve Martin on Economic Opportunity) | |
| Empowerment |
| |
| Carlzon, Jan | Moments of Truth (Empowerment analogy) | |
| Carlzon, Jan | Moments of Truth (15 Second Moments of Truth) | |
 | Excellence |
| |