References

Barber, Allison. 2009. Interview with the vice president of talent management for Starwood Hotels & Resorts by one of the authors, December.

Barlow, Janelle, and Paul Stewart. 2004. Branded Customer Service: The New Competitive Edge. San Francisco: Berrett-Koehler.

Barrett, Colleen. 2008. Talking Southwest Culture. Spirit Magazine, May.

Berkun, Scott. 2005. How to Learn from Your Mistakes. Essay 44. July 17. http://www.scottberkun.com/essays/44-how-to-learn-from-your-mistakes/.

Clark, Margaret M. 2004. A Jury of Their Peers: Giving Employees a Say in Resolving Each Other's Workplace Disputes Can Pay Big Cultural Dividends—Employee Relations. HR Magazine, January. http://findarticles.com/p/articles/mi_m3495/is_1_49/ai_112799813.

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