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1

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Building a successful customer-service culture : A guide for Library and Information managers

Published 2002

2

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Emotional value : creating strong bonds with your customers

by Barlow, Janelle, 1943-
Published 2000

3

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Total quality service : a simplified approach to using the Baldrige Award criteria

by Kessler, Sheila
Published 1996

4

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Courtesy under pressure : games customers / customer services people play.

5

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The power of customer service

by Timm, Paul R
Published 1989

6

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Quality customer service.

Published 1990