Management Links

"Profitability is the Key to Value. If You've Got it, Flaunt It. If You Don't Have It, Get It (business strategy). If You Can't Get It, Get Out (capital strategy)."

--- Bill Fruhan, Professor of Finance, Harvard Business School, author of: Financial Strategy: Studies in the Creation, Transfer, and Destruction of Shareholder Value.

"There is only one valid definition of business purpose: to create a customer. The customer is the foundation of a business and keeps it in existence" - Peter Drucker (Practice of Management, 1954). 

(FedEx), Michael Basch (2002). Customer Culture: How Fed Ex and Other Great Companies Put the Customer First Every Day. (Upper Saddle River, NJ: Prentice Hall PTR, 274 p.). Corporate culture; Organizational effectiveness; Quality of work life; Customer loyalty; Corporate culture--Case studies; Organizational effectiveness--Case studies.

(Harrah's), Robert L. Shook (2002). Jackpot: Harrah's Winning Secrets for Customer Loyalty. (New York, NY: Wiley, p.). Harrah's Casinos (Memphis, Tenn.); Casinos--United States--Marketing; Customer loyalty--United States.

(Nordstrom), Robert Spector (2001). Lessons from the Nordstrom Way: How Companies Are Emulating the # 1 Customer Service Company. (New York, NY: Wiley, 226 p.). Customer services--United States.

(Nordstrom), Robert Spector and Patrick D. McCarthy (2000). The Nordstrom Way: The Inside Story of America's #1 Customer Service Company. (New York, NY: Wiley, 244 p. [2nd ed.]). Nordstrom (Firm); Customer services--United States; Department stores--United States.

Karl Albrecht (1992). The Only Thing That Matters: Bringing the Power of the Customer into the Center of Your Business. (New York, NY: HarperBusiness, 240 p.). Customer services; Customer relations.

Karl Albrecht; [introduction by J.W. Marriott, Jr.] (1992). At America's Service: How Your Company Can Join the Customer Service Revolution. (New York, NY: Warner Books, 241 p. [orig. pub. 1988]). Service industries--United States--Management; Customer services--United States--Management.

Kristin Anderson and Ron Zemke (1998). Tales of Knock Your Socks Off Service: Inspiring Stories of Outstanding Customer Service. (New York, NY: AMACOM, 193 p.). Customer services--United States--Case studies; Consumer satisfaction--United States--Case studies.

Lior Arussy (2005). Passionate and Profitable: Why Customer Strategies Fail and Ten Steps To Do Them Right. (Hoboken, NJ: Wiley, 204 p.). Founder and President of Strativity Group, Inc. Customer services--Management; Customer relations; Strategic planning; Consumer satisfaction. Unleash their passion for customers, increase profitability and sales.

Sue Barlow, Stephen Parry, and Mike Faulkner (2005). Sense and Respond: The Journey to Customer Purpose. (New York, NY: Palgrave Macmillan, 208 p.). Customer services--Management; Customer relations--Management; Consumer satisfaction. Customer can have an impact on design, delivery of products and processes. 

Jonathan D. Barsky (1995). World-Class Customer Satisfaction. (Burr Ridge, IL: Irwin Professional Pub., 229 p.). Consumer satisfaction--Case studies; Customer services--Case studies. 

Jonathan Barsky; foreword by George M.C. Fisher (1999). Finding the Profit in Customer Satisfaction: Translating Best Practices into Bottom-Line Results. (Lincolnwood, IL: Contemporary Books, 160 p.). Customer services; Customer relations.

Patrick Barwise, Seán Meehan (2004). Simply Better: Winning and Keeping Customers by Delivering What Matters Most. (Boston, MA: Harvard Business School Press, 216 p.). Professor of Management and Marketing (London Business School); Martin Hilti Professor of Marketing and Change Management (IMD, Lausanne, Switzerland). Consumer satisfaction -- Evaluation; Marketing. Relentless focus on basic customer needs.

Diane Berenbaum, Tom Larkin (2007). How To Talk to Customers: Create a Great Impression Every Time with MAGIC. (San Francisco, CA: Jossey-Bass, 209 p.). Senior Vice President and Owner of Communico Ltd.; Senior Vice President and Owner of Communico Ltd. Customer relations; Interpersonal relations. MAGIC - Make A Great Impression on the Customer: customer service training program of assessment,  training, consulting.

Leonard L. Berry, A. Parasuraman (1991). Marketing Services: Competing Through Quality. (New York, NY: Free Press, 212 p.). Customer services; Service industries--Marketing.

Leonard L. Berry (1995). On Great Service: A Framework for Action. (New York, NY: Free Press, 292 p.). Customer services -- Quality control; Customer services -- United States -- Management -- Case studies.

--- (1999). Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success. (New York, NY: Free Press, 269 p.). Professor (Texas A & M). Customer services--Management; Customer services--Management--Case studies; Service industries.  .

Roger D. Blackwell, Paul W. Miniard, James F. Engel (2001). Consumer Behavior. (Ft. Worth, TX: Harcourt College Publishers, 570 p. [9th ed.]). Consumer behavior; Marketing research.

Robert C. Blattberg, Gary Getz, Jacquelyn S. Thomas (2001). Customer Equity: Building and Managing Relationships as Valuable Assets. (Boston, MA: Harvard Business School Press, 228 p.). Blattberg-Polk Brothers Distinguished Professor of Retailing at the Kellogg School of Management (Northwestern University). Relationship marketing; Customer services--Marketing; Customer relations; Customer loyalty.

Jeanne Bliss (2006). Chief Customer Officer: Getting Past Lip Service to Passionate Action. (Hoboken, NJ: Wiley, 320 p.). Manager of Customer Satisfaction (Land's End, Allstate Corporation, Coldwell Banker Corporation, Microsoft Corporation, Mazda). Customer relations--Management; Industrial management. Even great corporations can deliver mediocrity to customers, offers proven solution to break cycle. 

Stanley A. Brown (1995). What Customers Value Most: How To Achieve Business Transformation by Focusing on Processes That Touch Your Customers: Satisfied Customers, Increased Revenue, Improved Profitability. (New York, NY: Wiley, 304 p.). Consumer satisfaction; Customer services; Industrial management; Organizational effectiveness; Quality of products.

Barbara E. Bund (2005). The Outside-in Corporation: How To Build a Customer-Centric Organization for Breakthrough Results. (New York, NY: McGraw-Hill, 339 p.). Senior Lecturer at Sloan School of Management (MIT). Customer relations--Management; Success in business. Company-wide initiatives must be based on customer needs.

Joe Calloway (2005). Indispensable: How To Become the Company that Your Customers Can’t Live Without. (Hoboken, NJ: Wiley, 226 p.). Customer loyalty; Customer loyalty--Case studies.  Five Drivers of fierce customer loyalty.

Jim Champy (2009). Inspire!: Why Customers Come Back. (Upper Saddle River, NJ: FT Press, 192 p). Chairman of Consulting for Perot Systems. Marketing; Consumer education; Customer relations --Management; Authenticity (Philosophy). How to define consistent value proposition customers will be passionate about, stay passionate about; how to engage new generation of customers who value transparency, authenticity; how to reinvigorate company.

William J. Cusick (2009). All Customers Are Irrational: Understanding What They Think, What They Feel, and What Keeps Them Coming Back. (New York, NY: Amacom, 240 p.). CEO of Vox. Consumers; Consumers --Attitudes. Impulses, motivations that attract, retain consumers; customer behavior doesn’t always make sense; tend to base decisions on more subconscious, emotional desires than on rational, practical choices; can't tell you accurately why they do what they do; how subconscious part of brain drives decisions, behavior of every customer on daily basis; why businesses must change approach to attracting, retaining customers; ways to alter strategies; focus on what customers actually doing instead of saying.

George S. Day (1999). The Market Driven Organization: Understanding, Attracting, and Keeping Valuable Customers. (New York, NY: Free Press, 285 p.). Geoffrey T. Boisi Professorship in the Department of Marketing (Wharton). Marketing--Management; Sales management; Consumer satisfaction; Customer relations.

Chris Denove and James D. Power (2006). Satisfaction: How Every Great Company Listens to the Voice of the Customer. (New York, NY: Portfolio, 288 p.). Vice President, Executive Vice President at J. D. Power and Associates. Consumer satisfaction; Marketing research; Customer relations. Strong connection between customer satisfaction, profitability.

Steve Diller, Nathan Shedroff, Darrel Rhea (2008). Making Meaning: How Successful Businesses Deliver Meaningful Customer Experiences. (Berkeley, CAs: New Riders, 146 p.). Marketing; Strategic planning; Consumer goods --Purchasing --Psychological aspects; Service industries --Marketing --Psychological aspects; Consumer satisfaction; Relationship marketing. Meaningful customer experience reinforces or transforms customer’s sense of purpose, significance; innovation process centered on meaning; how to bring R&D, design, marketing together to create deeper, richer experiences for customers; plan of action, attributes of meaning-centric innovation team. 

Karen Donoghue (2002). Built for Use: Driving Profitability through the User Experience. (New York, NY: McGraw-Hill, 262 p.). Customer services--Management; Customer relations--Management; Consumer satisfaction; Strategic planning.

Claes Fornell (2007). The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference. (New York, NY: Palgrave Macmillan, 256 p.). Donald C. Cook Professor of Business at the Stephen M. Ross School of Business, Director of the National Quality Research Center (University of Michigan). Consumer satisfaction; Consumers’ preferences; Customer relations. In service economy, most important asset is intangible: company's relationship with its customers; unheralded value of customer satisfaction; surprising conclusions about outreach strategy (exceeding customer's expectations is risky, increasing customer complaints can be good); how to quantify, increase value of firm's customer relationships (Customer Asset).

Bill Fromm and Len Schlesinger (1993). The Real Heroes of Business-- and Not a CEO Among Them. (New York, NY: Doubleday, 337 p.). Customer services--Management; Employees--Recruiting.

Bradley T. Gale with Robert Chapman Wood (1994). Managing Customer Value: Creating Quality and Service That Customers Can See. (New York, NY: Free Press, 424 p.). Quality of products--Evaluation; Consumer satisfaction--Evaluation; Marketing--Management.

Sunil Gupta, Donald R. Lehmann (2005). Managing Customers as Investments: The Strategic Value of Customers in the Long Run. (Upper Saddle River, NJ: Wharton School Pub., 205 p.). Relationship marketing; Customer relations; Marketing--Management.

John Hagel III, Marc Singer (1999). Net Worth: Shaping Markets When Customers Make the Rules. (Boston, MA: Harvard Business School Press, 313 p.). Infomediaries; Consumers--Information services; Privacy, Right of; Online information services.

James L. Heskett, W. Earl Sasser, Jr., Christopher W.L. Hart (1990). Service Breakthroughs: Changing the Rules of the Game. (New York, NY: Free Press, 306 p.). Customer services; Sales management.

James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger (1997). The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. (New York, NY: Free Press, 301 p.). Customer services; Consumer satisfaction; Employee loyalty; Industrial productivity.

James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger (2003). The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees. (New York, NY: Free Press, p.). Customer services; Consumer satisfaction; Organizational effectiveness; Communication in marketing; Employee loyalty.

Robert Hiebeler, Thomas B. Kelly, and Charles Ketteman (1998). Best Practices: Building Your Business with Customer-Focused Solutions. (New York, NY: Simon & Schuster, 240 p.). Customer services--Management--Case studies; Customer services--Quality control--Case studies; Industrial management--Case studies.

Jacques Horovitz, Michele Jurgens Panak (1994). Total Customer Satisfaction: Putting the World's Best Programs to Work. (Burr Ridge, IL: Irwin Professional, 300 p.). Customer services--Management.

Joseph Jaffe (2007). Join the Conversation: How To Engage Marketing-Weary Consumers with the Power of Community, Dialogue, and Partnership. (Hoboken, NJ: Wiley, 320 p.). President and founder of crayon, LLC. Customer relations; Business communication; Relationship marketing; Marketing. Balance of power has shifted from marketer to individual; changing role of consumer, how marketers must adapt to become welcome, invited part of dialogue, how to leverage, integrate resulting partnership into win-win situations.

Steve Kaplan (2005). Bag the Elephant!: How To Win & Keep Big Customers. (Austin, TX: Bard Press, 208 p.). Consumer satisfaction; Success in business; Target marketing. Three basic business paths.

Timothy L. Keiningham and Terry G. Vavra (2001). The Customer Delight Principle: Exceeding Customers' Expectations for Bottom-Line Success. (Chicago, IL: NTC Books. Consumer satisfaction; Success in business.

Timothy L. Keiningham, Terry G. Vavra, Lerzan Aksoy, Henri Wallard (2005). Loyalty Myths: Hyped Strategies That Will Put You Out of Business. (Hoboken, N: Wiley, 272 p.). Senior Vice President and Head of Consulting for Ipsos Loyalty; Chairman Emeritus of Ipsos Loyalty; Assistant Professor of Marketing (Koç University in Istanbul); CEO of Ipsos. Customer loyalty; 53 of most common beliefs about customer loyalty debunked.

V. Kumar (2008). Managing Customers for Profit: Strategies To Increase Profits and Build Loyalty. (Indianapolis, IN: Wharton School Pub., 320 p.). ING Chair Professor of Marketing, and Executive Director, ING Center for Financial Services in the School of Business (University of Connecticut). Customer relations--Management; Profit. Customer-centric approach: link investments to business value, maximize lifetime value of every customer (Customer Lifetime Value), target customers with higher profit potential; allocate marketing resources for maximum effectiveness; determine when customer is likely to leave, whether to intervene; manage multi-channel shopping; calculate customer's referral value.

Milind M. Lele with Jagdish N. Sheth (1987). The Customer Is Key: Gaining an Unbeatable Advantage Through Customer Satisfaction. (New York, NY: Wiley, 260 p.). Consumer satisfaction.

George Loewenstein (2007). Exotic Preferences: Behavioral Economics and Human Motivation. (New York, NY: Oxford University Press, 671 p.). Herbert A. Simon Professor of Economics and Psychology (Carnegie Mellon University). Consumers’ preferences. Selection of papers on "exotic preferences"-- disparate motives that drive human behavior.

James J. Lynch (1992). The Psychology of Customer Care: A Revolutionary Approach. (Houndmills, Basingstok, Hampshire: Macmillan, 274 p.). Customer services--Psychological aspects; Consumer behavior.

Ben McConnell and Jackie Huba (2006). Citizen Marketers: When People Are the Message. (Chicago, IL: Kaplan Pub., 224 p.). Customer relations; Social media; Social media--Economic aspects; Internet--Social aspects; Interactive marketing. Ramifications of social media; "user-generated media" of blogs, online bulletin boards, podcasts, photos, songs, animations influence companies' customer relationships, product design, marketing campaigns.

Regis McKenna (1999). Real Time: Preparing for the Age of the Never Satisfied Customer. (Boston, MA: Harvard Business School Press, 224 p.). Real-time data processing; Technology--Sociological aspects.

Banwari Mittal, Jagdish N. Sheth (2001). ValueSpace: Winning the Battle for Market Leadership: Lessons from the World's Most Admired Companies. (New York, NY: McGraw-Hill, 265 p.). Consumer satisfaction; Customer relations.

J. A. Murphy ... [et al.] (2005). Converting Customer Value: From Retention To Profit. ( Hoboken, NJ: Wiley, 388 p.). Customer relations--Management; Business planning; Relationship marketing. Direct link between customer management, company profitability.

Frederick Newell (2000). Customer Relationship Management in the New Era of Internet Marketing. (New York, NY: McGraw-Hill, 325 p.). Internet marketing; Customer relations.

Don Peppers and Martha Rogers (1999). The One to One Manager: Real-World Lessons in Customer Relationship Management. (New York, NY: Doubleday, 268 p.). Customer relations--Management; Consumers' preferences; Relationship marketing.

--- (2005). Return on Customer: Creating Maximum Value from Your Scarcest Resource. (New York, NY: Doubleday/Currency, 296 p.). Customer equity--Management; Customer relations--Management; Customer loyalty. 

Bill Price, David Jaffe. (2008). The Best Service Is No Service: How To Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs. (San Francisco, CA: Jossey-Bass, 312 p.). President of Driva Solutions (North American arm of LimeBridge); Consulting Director of Australia's Leading Customer Experience Improvement Company. Consumer satisfaction; Customer services--Management; Service industries--Customer services; Service industries--Management. Reduce customer contacts, treat service as datapoint of dysfunction, figure out how to eliminate demand - better system that self-corrects.

Vivek Ranadive (2006). The Power To Predict: How Real-Time Businesses Anticipate Customer Needs, Create Opportunities, and Beat the Competition. (New York, NY: McGraw-Hill, 239 p.). founder, Chairman and CEO of TIBCO Software Inc. Real-time data processing--Management; Business--Data processing--Management; Selling; Customer services; Consumer satisfaction. Impact of predictive business on mainstream companies, break new ground, gain fresh competitive advantage.

Jeffrey F. Rayport, Bernard J. Jaworski (2005). Best Face Forward: Why Companies Must Improve Their Service Interfaces with Customers. (Boston, M: Harvard Business School Press, 262 p.). Chairman and Founder of Marketspace LLC (subsidiary of Monitor Group); Vice-Chairman of Marketspace LLC. Customer services--Management; Service industries--Technological innovations--Management; Competition. 

Ross R. Reck (1991). Turn Your Customers into Your Sales Force: The Art of Winning Repeat and Referral Customers. (New York, NY: Prentice-Hall, 119 p.). Sales management; Consumer satisfaction.

Frederick F. Reichheld (2001). Loyalty Rules!: How Today's Leaders Build Lasting Relationships. (Boston, MA: Harvard Business School Press, 213 p.). Director, Bain & Co. Customer loyalty; Customer relations; Employee loyalty; Leadership.

--- (2006). The Ultimate Question: Driving Good Profits and True Growth. (Boston, MA: Harvard Business School Press, 211 p.). Director Emeritus and Fellow at Bain & Co. Customer relations; Consumer satisfaction; Customer loyalty; Employee motivation; Employee loyalty; Leadership; Success in business. "Net Promoter Score" - single most reliable indicator of a company’s ability to grow.

Frederick F. Reichheld with Thomas Teal (2001). The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. (Boston, MA: Harvard Business School Press, 323 p.). Director, Bain & Co. Customer relations; Consumer satisfaction; Job satisfaction; Labor productivity; Loyalty.

Robert Rodin with Curtis Hartman (1999). Free, Perfect, and Now: Connecting to the Three Insatiable Customer Demands: A CEO's True Story. (New York, NY: Simon & Schuster, 254 p.). Customer services--United States; Consumer satisfaction--United States; Customer relations--United States.

Roland T. Rust, Valarie A. Zeithaml, Katherine N. Lemon (2000). Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy. (New York, NY: Free Press, 292 p.). Customer services; Customer relations; Marketing; Strategic planning.

Richard J. Schonberger (1990). Building a Chain of Customers: Linking Business Functions To Create the World Class Company. (New York, NY: Free Press, 349 p.). Organizational effectiveness; Industrial management.

Richard J. Schonberger, Edward M. Knod, Jr. (1994). Synchroservice!: The Innovative Way To Build a Dynasty of Customers. (Burr Ridge, IL: Irwin, 279 p.). Customer services; Total quality management.

Robert Scoble and Shel Israel (2006). Naked Conversations: How Blogs Are Changing the Way Businesses Talk with Customers. (Hoboken, NJ: Wiley, 251 p.). Helps run Microsoft’s Channel 9 Web site (top-ranking business blog among Technorati's Top 100). Weblogs; Business communication; Internet--Social aspects. Efficient, more credible method of business communication.

Carl Sewell and Paul B. Brown (1990). Customers for Life: How To Turn That One-Time Buyer into a Lifetime Customer. (New York, NY: Doubleday, 175 p.). Customer services; Automobile industry and trade--Customer services--United States; Automobile dealers--United States.

Jaynie L. Smith with William G. Flanagan (2006). The New Competitive Advantage: Why Customers Should Choose You Over Your Competitors. (New York, NY: Currency/Doubleday, 240 p.). Founder of ICS Marketing; Writer and Editor. Competition; Success in business; Industrial management. Identify competitive advantages, trumpet them to marketplace.

Paul Temporal and Martin Trott (2001). Romancing the Customer: Maximizing Brand Value Through Powerful Relationship Management. (New York, NY: Wiley, 211 p.). Relationship marketing; Brand name products--Marketing.

Harvey Thompson (2000). The Customer-Centered Enterprise: How IBM and Other World-Class Companies Achieve Extraordinary Results by Putting Customers First. (New York, NY: McGraw-Hill, 247 p.). International Business Machines Corporation--Customer services; Customer services; Customer relations; Success in business.

Kevin Thomson (1998). Emotional Capital: Capturing Hearts and Minds To Create Lasting Business Success. (Oxford, U: Capstone, 340 p.). Employee motivation; Personnel management--Psychological aspects; Psychology, Industrial.

Dean Tjosvold (1993). Teamwork for Customers: Building Organizations That Take Pride in Serving. (San Francisco, CA: Jossey-Bass, 193 p.). Customer services--Management; Teams in the workplace; Customer relations--Management; Consumer satisfaction--Management.

Joe Vitale (1998). There's a Customer Born Every Minute: P.T. Barnum's Secrets to Business Success. (New York, NY: AMACOM, 217 p.). Barnum, P. T. (Phineas Taylor), 1810-1891; Success in business; Marketing--United States.

Joel Waldfogel (2007). The Tyranny of the Market: Why You Can’t Always Get What You Want. (Cambridge, MA: Harvard University Press, 204 p.). Professor of Business and Public Policy (The Wharton School, University of Pennsylvania). Consumers’ preferences; Majorities; Supply and demand; Social choice; Free enterprise. Why you can't always get what you want,  consequences for consumers with atypical preferences; evidence from restaurants, air travel, pharmaceuticals, media (radio broadcasting, newspapers, television, bookstores, libraries,  Internet).

Robert E. Wayland, Paul M. Cole (1997). Customer Connections: New Strategies for Growth. (Boston, MA: Harvard Business School Press, 265 p.). Customer relations.

ed. Fred Wiersema (1998). Customer Service: Extraordinary Results at Southwest Airlines, Charles Schwab, Lands' End, American Express, Staples, and USAA. (New York, NY: HarperBusiness, 234 p.). Customer services--Case studies.

Fred Wiersema (2001). The New Market Leaders: Who's Winning and How in the Battle for Customers. (New York, NY: Free Press, xxx p.). Customer relations--Longitudinal studies; Consumers' preferences--Longitudinal studies; Consumers--Attitudes--Longitudinal studies; Marketing--Planning.

Ron Willingham (1992). Hey, I'm the Customer: Front Line Tips for Providing Superior Customer Service. (Englewood Cliffs, NJ: Prentice Hall, 200 p.). Customer services; Customer relations.

James P. Womack and Daniel T. Jones (2005). Lean Solutions: How Companies and Customers Can Create Value and Wealth Together. (New York, NY: Free Press, 355 p.). Customer relations; Value added; Industrial efficiency; Organizational effectiveness.  6 requests customers implicitly demand from their vendors.

Emily Yellin (2009). Your Call Is (Not That ) Important to Us. (New York, NY: Free Press, 320 p.). Longtime Contributor to The New York Times. Customers--history; Customer service. Multibillion-dollar customer service industry, its surprising inner-workings - how companies treat their customers, how customers treat people who serve them, how technology, globalization, class, race, gender, culture influence these interactions (from outsourced IT helpdesks in India to Mormon housewives taking reservations for JetBlue to corporate boardrooms where policies that make customer service experiences so frustrating are made - interminable hold times, outsourced agents who can't speak English, multitude of buttons to press, automated voices to listen to before reaching a human); Americans make more than 43 billion customer service calls each year.

Valerie A. Zeithaml, A. Parasuraman, Leonard L. Berry (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. (New York, NY: Free Press, 226 p.). Customer services; Service industries--Quality control--Mathematical models.

ed. Ron Zemke and John A. Woods (2000). Best Practices in Customer Service. (New York, NY: AMACOM, 414 p.). Customer services.

Ron Zemke with Dick Schaaf (1989). The Service Edge: 101 Companies that Profit from Customer Care. (New York, NY: New American Library, 584 p.). Customer services--United States; Service industries--United States--Management.

James T. Ziegenfuss, Jr. (2007). Customer Friendly: The Organizational Architecture of Service. (Lanham, MD: University Press of America, 236 p.). Professor of Management & Health Care Systems in the Graduate Programs in Health & Public Administration, School of Public Affairs (Pennsylvania State University at Harrisburg). Customer services; Customer relations.



A consumer movement started by Paul English (chief technical officer at, to change the face of customer service; most popular part of the website is the gethuman database of secret phone numbers and codes to get to a human when calling a company for customer service.

National Quality Research Center (University of Michigan)                                                                                                                           

A research and teaching center focusing on the measurement of customer satisfaction and the study of its relationships to quality, customer retention, profitability, and productivity for private and public sector organizations, for specific industries, and for national economies.

Yale Center for Customer Insights                                                                                                                                                                                         

Provides superior insight and understanding of customers to enhance business and society. YCCI integrates initiatives of leading marketing executives with academic scholars from the Yale School of Management’s unique multidisciplinary and global perspective to deliver valuable customer understandings.

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