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  1. 1
    Taking charge and letting go : a breakthrough strategy for creating and managing the horizontal company Bert A.Spector.
    by SPECTOR
    Published New York: The Free Press, 1995.
  2. 2
    The service profit chain : how leading companies link profit and growth to loyalty, satisfaction and value James L Heskett, W.Earl Sasser and Leonard A. Schlesinger.
    by HESKETT
    Published New York: The Free Press, 1997.
  3. 3
    Customer-focused quality : what to do on monday morning Tom Hinton and Wini Schaeffer.
    by HINTON
    Published New Jersey: Prentice Hall, 1994.
  4. 4
    Leardership and the customer revolution Gary Heil, Tom Parker and Rick Tate.
    by HEIL
    Published New York: International Thomson, 1994.
  5. 5
    Pengurusan khidmat pelanggan petua & teknik Rahmat Ismail
    by RAHMAT Ismail
    Published Kuala Lumpur Utusan Pub. 2002
  6. 6
    Exceptional service, exceptional profit the secrets of building a five-star customer service organization Leonardo Inghilleri and Micah Solomon
    by INGHILLERI
    Published New York AMACOM 2010