References

Background to Service Quality

Thirty Years of Service Design Research – A literature review.
Howard, J., Emergence Conference, Carnegie Mellon University, 2007. http://www.howardesign.com/exp/service/

Best in Customer Service

Customer Service Champs: First-ever ranking of 25 client-pleasing brands.
Business Week, March 5, 2007.
http://www.businessweek.com/magazine/content/07_10/b4024001.htm

Four Seasons Hotels and

Resorts

www.fourseasons.com
Four Seasons: The story of a business philosophy.
Isadore Sharp, Penguin Group (Canada), 2009. ISBN: 0670069217.

Mayo Clinic

www.mayoclinic.com
Management Lessons from Mayo Clinic: Inside one of the world’s most admired service organizations.
Berry, L.L. & Seltman, K.D., McGraw–Hill, 2008. ISBN: 0071590730

McDonalds

www.mcdonalds.com
Getting McSmart: A day in the life at Hamburger University.
Manage Smarter, May 1, 2008. http://www.managesmarter.com/msg/content_display
/training/e3i23b92998b003d5ebe8f28261e3f07972

Nordstrom

www.nordstrom.com
The Nordstrom Way: The inside story of America’s #1 customer service company. Spector, R. & McCarthy, P.D., John Wiley & Sons, Inc., 1996. ISBN: 0471584967

Walt Disney World

www.disney.com
Service Quality, Disney Style
Paton, S.M., Quality Digest, January, 1997.
http://www.qualitydigest.com/jan97/disney.html

Wegmans Food Markets

www.wegmans.com
The Wegmans Way.
Boyle, M., Fortune Magazine, January 24, 2005. http://money.cnn.com/magazines/fortune/fortune_archive/2005/01/24/8234048/index.htm

Southwest Airlines

www.southwest.com
Nuts! Southwest Airlines’ crazy recipe for business and personal success.
Freiberg, K. & Freiberg, J., Broadway Book, 1995. ISBN: 0767901843

Starbucks

www.starbucks.com
The Starbucks Experience: 5 Principles of turning ordinary into extraordinary.
Michelli, J.A., McGraw-Hill, 2007. ISBN: 0071477845