- Strategy & leadership
- Human resource management journal
- TQM magazine
- Sloan management review
- International journal of bank marketing
- Career development international
- International journal of manpower
- International journal of human resource management
- Leadership & organization development journal
- Learning organization
- HR Magazine (Alexandria, Va.)
- Journal of organizational change management
- International journal of public sector management
- Academy of Management journal
- Cornell hotel and restaurant administration quarterly
- International journal of hospitality management
- Managing service quality
- Employee relations
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- Perfect customer care : all you need to get it right first time (2003) / Johns, Ted
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- Product plus : how product plus service = competitive advantage. (1994) / Lovelock, Christopher H.
- Service quality : new directions in theory and practice (1994) / Rust, Roland T.
- Quality : total customer service (1992) / Taylor, Lynda King
- Benchmarking customer service (1994) / Peters, Glen
- Quality: sustaining customer service (1993) / Taylor, Lynda King
- Customer first : a strategy for quality service (1990) / Walker, Denis
- Service quality management in hospitality, tourism, and leisure (2001) / Kandampully, Jay
- Marketing research (2nd ed, 1991) / Parasuraman, A.
- From tin soldiers to Russian dolls : creating added value through services (1993) / Vandermerwe, Sandra
- Equality in managing service delivery. (1998) / Collier, Rohan
- Auditing your customer service : the foundation for success (1994) / Leppard, John
- European human resource management : an introduction to comparative theory and practice (1996) / Clark, Timothy
- Managing projects in hospitality organizations (1992) / Teare, Richard
- Know your customer : new approaches to understanding customer value and satisfaction (1996) / Woodruff, Robert B.
- Customer care. dealing with customers and how different businesses have improved customer care. (1997)
- Customer relationship management : business guide (2000) / Reeves, Joanna
- The one to one future : building relationships one customer at a time (1993) / Peppers, Don
- Managing people across Europe (1994) / Garrison, Terry
- Branded customer service : the new competitive edge (2004) / Barlow, Janelle
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- Competitive customer care : a guide to keeping customers (1992) / Stone, Merlin
- Making customers count : a guide to excellence in customer care (1994) / Clutterbuck, David
- Satisfaction : a behavioral perspective on the consumer (1997) / Oliver, Richard L.
- Human resource issues of the European Union (1998) / Leat, Mike
- Customer care : strategy for the 90s. (1992) / Cardwell, Margaret
- What customers value most : how to achieve business transformation by focusing on processes that touch your customers : satisfied customers, increased revenue, improved profitability (1995) / Brown, Stanley A.
- Customer care : strategy for the 90s. (1994) / Cardwell, Margaret
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- Managing service companies : strategies for success. (1993) / Irons, Ken
- Working in hotels and catering. (2nd ed, 1997) / Wood, Roy C.
- The international hospitality business (1996) / Kotas, Richard
- Total quality service : how organizations use it to gain competitive advantage (1992) / Brown, Stanley A.
- The hotel and restaurant business (6th ed, 1994) / Lundberg, Donald E.
- Customer is king : how to exceed their expectations (2005) / Craven, Robert
- Strategic customer care : an evolutionary approach to increasing customer value and profitability (1999) / Brown, Stanley A.
- Making customer satisfaction happen : a strategy for delighting customers (1994) / McNealy, Roderick M.
- Tourism in South and Southeast Asia : issues and cases (2000) / Hall, Colin Michael
- What customers like about you : adding emotional value for service excellence and competitive advantage (1998) / Freemantle, David
- The economics of the brand : a marketing analysis (1986) / Watkins, Trevor
- The one to one future : building relationships one customer at a time (1st ed, 1993) / Peppers, Don
- Business policy and strategic management. (4th ed, 1984) / Glueck, William F.
- Customer responsive management : the flexible advantage (1996) / Davis, Frank W.
- Strategic hospitality management : theory and practice for the 1990s (1991) / Boer, Andrew
- Service quality in hospitality organizations (1996) / Olsen, Michael D.
- Performance measurement in service businesses (1991) / Fitzgerald, Lin
- Human resource management in the hospitality industry (5th ed, 1992) / Boella, M. J.
- Restaurant management (1993) / Scanlon, Nancy Loman
- Quality management in hospitality : best practice in action (1996) / Lockwood, Andrew
- Human resource management in the hospitality industry (1996) / Go, Frank M.
- Hotel front office management (3rd ed, 2003) / Bardi, James A.
- In charge of customer satisfaction : a competence approach (1997) / Cartwright, Roger
- Managing employee relations in the hotel and catering industry (1995) / Lucas, Rosemary
- Strategic management : a resource-based approach for the hospitality and tourism industries (1993) / Teare, Richard
- Organizations : theory and design (1991) / Bedeian, Arthur G.
- Quality improvement through standards (1991) / Dale, Barrie G.
- European human resource management in transition (1994) / Sparrow, Paul
- International human resource management : managing people in a multinational context (3rd ed, 1999) / Dowling, Peter
- The theory of international trade : With its applications to commercial policy. (1936) / Haberler, Gottfried
- Strategic innovation : an international casebook on strategic management (1995) / Baden-Fuller, C. W. F.
- Managing human resources in the European tourism and hospitality industriy : a strategic approach (1995) / Baum, Tom
- International hospitality management (1996) / Teare, Richard
- International hospitality management (1992) / Teare, Richard
- Consumer behaviour in the food industry : a European perspective (1995) / Bareham, J. R.
- Managing innovation and change : people, technology and strategy (1995) / Clark, Jon
- Globalization strategy in the hotel industry (1995) / Go, Frank M.
- The management of service operations / J. Nevan Wright and Peter Race. (2nd ed, 2004) / Wright, J. Nevan
- Food and beverage management : a selection of readings (1994) / Davis, Bernard
- The Management of foodservice operations (1994) / Jones, Peter
- Strategic decision-making (1992) / Gore, Chris
- Accounting for hospitality, tourism and leisure (2nd ed, 1998) / Owen, Gareth
- International hotels : development and management (1994) / Gee, Chuck Y.
- The management of a multicultural workforce. (1996) / Tayeb, Monir H.
- International hospitality management (1992) / Teare, Richard
- Advertising that pulls response (1990) / McCorkell, Graeme
- Managing people in the hotel and catering industry (1992) / Goss-Turner, Steven
- Marketing tourism, hospitality and leisure in Europe (1996) / Horner, Susan
- Human resource management in the hospitality and tourism industry. (2nd ed, 1996) / Riley, Michael
- Customer care (1999) / Bee, Frances
- Decision making : approaches and analysis (1982) / McGrew, Anthony G.
- Developing hospitality properties and facilities (2000) / Ransley, Josef
- International HRM : contemporary issues in Europe (1999) / Brewster, Chris
- Relationship marketing (1995) / Stone, Merlin
- Empowering service excellence : beyond the quick fix (1997) / Lashley, Conrad
- Marketing management : analysis, planning, implementation and control (9th ed, 1996) / Kotler, Philip
- Total quality management : text, cases and readings (2nd ed, 1994) / Ross, Joel E.
- Research methods for managers (2nd ed, 1997) / Gill, John
- Successful pubs and inns (2nd ed, 1998) / Sargent, Michael
- Empowered teams : creating self-directed work groups that improve quality, productivity, and participation (1991) / Wellins, Richard S.
- Understanding business markets : interaction, relationships and networks (2nd ed, 1997) / Ford, David
- Global directions : new strategies for hospitality and tourism (1997) / Teare, Richard
- Quality (2nd ed, 2002) / Beckford, John
- International marketing : a cultural approach (1993) / Usunier, Jean-Claude
- The management of international tourism (2nd ed, 1995) / Witt, Stephen F.
- Relationship marketing : bringing quality, customer service and marketing together (1991) / Christopher, Martin
- The internationalisation of retailing (1995) / Akehurst, Gary
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