(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.

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 the design and 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 a proven solution to break the 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.

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 and 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.

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. Author identifies 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. Authors debunk  53 of the most common beliefs about customer loyalty.

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 and company profitability.

Frederick Newell (2000). Loyalty.com: 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 the 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.

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.

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LINKS

gethuman.com                                                       www.gethuman.com                                                                              A consumer movement started by Paul English (chief technical officer at kayak.com, 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.