Customer first : a strategy for quality service / Walker, Denis.

-- Example of a communication strategy.

-- 3. Listening to customers -- 4. Implementing a service excellence strategy -- 5. Empowerment and

growth? -- Managing the strategy development process -- There is good money, and there is bad money.

: Focus or Falter / William H. Davidow and Bro Uttal -- Beyond Products: Services-Based Strategy / James

superior customer services really is -- What your strategy must do -- Designing the future -- What counts