- Customer care management (1991) / Brown, Andrew
- Service quality : new directions in theory and practice (1994) / Rust, Roland T.
- Customer care : strategy for the 90s. (1994) / Cardwell, Margaret
- Competitive customer care : a guide to keeping customers (1992) / Stone, Merlin
- Quality: sustaining customer service (1993) / Taylor, Lynda King
- Marketing research : an applied orientation (1993) / Malhotra, Naresh K.
- The customer service planner. (1992) / Christopher, Martin
- Applied marketing research (1992) / Moutinho, Luiz
- Know your customer : new approaches to understanding customer value and satisfaction (1996) / Woodruff, Robert B.
- Delivering quality service : balancing customer perceptions and expectations (1990) / Zeithaml, Valarie A.
- Strategy safari : a guided tour through the wilds of strategic management (1998) / Mintzberg, Henry