REFERENCES

 

 

Apter, Terri, & Josselson, Ruthellen. Best Friends. Santa Clarita, CA: Crown Publishing, 1998.

Barlow, Jane, & Moller, Claus. A Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong. San Francisco: Berrett-Koehler, 2008.

Blackshaw, Pete. Satisfied Customers tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today’s Consumer Driven World. New York: Doubleday, 2008.

Blau, Peter. Exchange and Power in Social Life. New Brunswick, NJ: Transaction Publishers, 2008.

Brainy Quotes. Accessed February 16, 2009, from www.brainyquote.com/words/in/ insolence179199.html.

Buckingham, Marcus, & Clifton, Donald. Now, Discover Your Strengths. New York, NY: The Free Press, 2001.

Buckingham, Marcus. Go Put Your ...

Get 10 Steps to Successful Customer Service now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.