World-Class Courtesy

A Best Practices Report

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Altany, David. "Strategies: Copycats­The Art of Benchmarking." Industry Week 239 (November 5, 1990): 11-18.

Biesada, Alexandra. "Benchmarking: Finding and Implementing Other Firms' Best Practices." FW 160 (September 17, 1981): 28-54.

Whiting, Rick. "What Drives Quality at Intel: Benchmarking ­ Lessons From the Best-in-Class." Electronic Business 17 (October 7, 1991): 128-34.

Best Practices

Hildebrand, Carol. "CIO 100 ­ Best Practices: Service Stars." CIO 8 (August 1995): 90-96.

Jacob, Rahul. "Corporate Reputations." Fortune 131 (March 6, 1995): 54-64.

Schlesinger, Leonard A., and James L. Heskett. "The Service Driven Company." Harvard Business Review 69 (September/October 1991): 71-81.

Spector, Robert, and Patrick D. McCarthy. The Nordstrom Way: The Inside Story of America's #1 Customer Service Company. New York: Wiley, 1995.

Business Etiquette

DuPont, M. Kay. Business Etiquette and Professionalism. Los Altos, CA: Crisp Publications, 1990.

Humphries, Ann Chadwell. "The Right Moves." Business and Economic Review 41 (July-September 1995): 11-15.

Complaint Handling

Finegan, Jay. "The Rigorous Customer-Complaint Form." Inc. 16 (March 1994): 101-03.

Michelsen, Michael W., Jr. "Turning Complaints Into Cash." American Salesman 40 (March 1995): 18-21.

National Performance Review. Serving the American Public: Best Practices in Resolving Customer Complaints. Federal Benchmarking Consortium Study Report. Washington, DC: U.S. Government Printing Office, 1996.

Stewart, Thomas A. "After All You've Done for Your Customers, Why Are They Still Not Happy?" Fortune 132 (December 11, 1995): 178-82.

Consumer Behavior

Bemowski, Karen. "Americans' Nostalgic Affair With Loyalty." Quality Progress 297 (February 1996): 33-36.

Blodgett, Jeffrey G., David L. Wakefield, and James H. Barnes. "The Effects of Customer Service on Consumer Complaining Behavior." Journal of Services Marketing 9 (1995): 31-42.

Customer Service And Satisfaction

Baggett, Byrd. Satisfaction Guaranteed: 236 Ideas to Make Your Customers Feel Like a Million Dollars. Nashville: Rutledge Hill Press, 1994.

Bellamy, Gail, David Farkas, and John Soeder. "Sensational Service." Restaurant Hospitality 78 (July 1994): 63-72.

Berry, Leonard L., A. Parasuraman, and Valarie A. Zeithaml. "Improving Service Quality in America: Lessons Learned." Academy of Management Executive 8 (1994): 22-52.

Bitner, Mary Jo, Bernard H. Booms, and Lois A. Mohr. "Critical Service Encounters: The Employee's Viewpoint." Journal of Marketing 58 (October 1994): 95-106.

Dee, David, and compiled by the editors of Customer's First. Stand-Out Service: Talk Straight, Think Positive, and Smile. Chicago: Dartnell Corp., 1994.

Gross, T. Scott. Positively Outrageous Service: The Ultimate Antidote for Today's Tough Times. New York: Warner Books, 1994.

Harmon, Frederick G. "Implementing Step Four: The Above-and-Beyond Quality Standard." In Playing for Keeps: How the World's Most Aggressive and Admired Companies Use Core Values to Manage, Energize, and Organize Their People and Promote, Advance, and Achieve Their Corporate Image, chapter 13. New York: Wiley, 1996.

Jones, Peter, and Michael Dent. "Improving Service: Managing Response Time in Hospitality Operations." International Journal of Operations and Production Management 14 (1994): 52-58.

Mattsson, Jan. "Improving Service Quality in Person-to-Person Encounters: Integrating Findings From a Multi-Disciplinary Review." Services Industries Journal 14 (January 1994): 45-61.

National Performance Review. Serving the American Public: Best Practices in Telephone Service. Federal Consortium Benchmark Study Report. Washington, DC: 1995.

Pavone, Leo. "Go Beyond Satisfaction or Lose Your Customers." Best's Review 95 (January 1995): 70-72.

Reeves, Carol A., and David A. Bednar. "Quality as Symphony." Cornell Hotel and Restaurant Administration Quarterly 36 (June 1995): 72-79.

Social Security Administration, Office of Public Services and Operations Support. Committed to providing World-Class Courteous Service. SSA Pub. No. 56-001, Washington, D.C. 1994.

Young, Clifford, Lawrence Cunningham, and Moonkyu Lee. "Assessing Service Quality as an Effective Management Tool: The Case of the Airline Industry." Journal of Marketing Theory and Practice 2 (Spring 1994): 76-96.

Zemke, Ron. "Winning Strategies: The 10 Commandments of Customer Service." Incentive 169 (November 1995): 81-83.

Customer Surveys

Cook, Thomas. "Understand Your Customer Before Preparing Forecasts." The Journal of Business Forecasting Methods and Systems 13 (Winter 1994-95): 27-29.

Department of Veterans Affairs. National Customer Feedback Survey. Prepared by the National Customer Feedback Center, Veterans Health Administration. West Roxbury, MA: 1993.

Futrell, David. "Ten Reasons Why Surveys Fail." Quality Progress 27 (April 1994): 65-69.

Santos, Allan. "The Survey Way." American Salesman 40 (July 1995): 16-19.

Weinstein, Jeff. "Feedback Ideas: The Sneakier the Better." Restaurants & Institutions 104 (October 15, 1994): 122.


Spector, Bert A. "The Road to Greatness: How to Put Customers at the Center of Your Business." Success 42 (July/August 1995): 55-62.

St. Onge, Arthur. "Creativity as a Competitive Weapon." Modern Materials Handling 50 (September 1995): 30.

Stalcup, Gean. "Teamwork: A Real Story in Customer Needs at ITW Paslode." Industrial Engineering 25 (November 1993): 59.

Government Service

Moore, Martha T. "Social Security Reengineers. Agency Puts Focus on Its Customers." USA Today (August 30, 1995) Sec: Money 1B.

Shoop, Tom. "From Citizens to Customers." Government Executive 26 (May 1994): 27-30.

Zemke, Ron. "Putting the Service Back Into Public Service." Training 26 (November 1989): 42-49.


Adler, Seymour. "Personality Tests for Salesforce Selection: Worth a Fresh Look." Review of Business 16 (Summer/Fall 1994): 27-31.

Chapman, Elwood N. Attitude: Your Most Priceless Possession, 2nd ed. Los Altos, CA: Crisp Publications, 1990.

Stanton, Neville, and Gerald Matthews. "Twenty-One Traits of Personality: An Alternative Solution for the Occupational Personality Questionnaire." Journal of Management Development 14 (1995): 66-75.


Gottlieb, J.B., et al. "Consumer Satisfaction and Perceived Quality: Complimentary or Divergent Constructs?" Journal of Applied Psychology 79 (December 1994): 875-85.

Klose, Allen, and Todd Finkle. "Service Quality and the Congruency of Employee Perceptions and Customer Expectations: The Case of an Electric Utility." Psychology and Marketing 12 (October 1995): 637-46.


Brown, Tom. "Major Trade Secret Revealed." Industry Week 244 (July 17, 1995): 15.

Cheney, Karen. "The Changing Guard." Restaurants & Institutions 104 (January 1, 1994): 111.

Heise, Steve. "Disney Approach to Managing." Executive Excellence 11 (October 1994): 18-19.

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