| 1 | Brandpromise : how costco, ketel one, make-a-wish, tourism vancouver, and other leading brands make and keep the promise that guarantees success! Knapp, Duane E. | |
| 2 | Customer service : career success through customer loyalty Timm, Paul R. | |
| 3 | How to get new business in 90 days and keep it forever Evans, Wendy | |
| 4 | New gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton hotel company Michelli, Joseph A. | |
| 5 | Services marketings : integrating customer focus across the firm Zeithaml, Valarie A. |