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  1. 1
    Service success ! lesson from a leader on how to turn around a service business Daniel I Kaplan with Carl Rieser..
    by KAPLAN
    Published New York: John Wiley, 1994.
  2. 2
    Delivering quality service : balancing customer perceptions and expectations Valarie A. Zeithaml, A Parasuraman, Leonard L. Berry.
    by ZEITHAML
    Published New York: The Free Press, 1990.
  3. 3
    Improving service quality : achieving high performance in the public and public sectors Michael E.Milakovich..
    by MILAKOVICH
    Published Florida: St.Lucie Press, 1995.
  4. 4
    Uncommon service : how to win by putting customers at the core of your business Frances Frei, Anne Morriss.
    by Frei
    Published Boston, Mass.: Harvard Business Review Press, 2012.