References

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J. W. Boudreau, and P. M. Ramstad Beyond HR: The New Science of Human Capital. Boston: Harvard Business School Press, 2007.

S. M Brooks, J. W. Wiley, and E. L. Hause "Using Employee and Customer Perspectives to Improve Organizational Performance." In L. Fogli (ed.), Customer Service Delivery: Research and Best Practices. San Francisco: Jossey-Bass, 2006.

J. L. Heskett, and others. "Putting the Service-Profit Chain to Work." Harvard Business Review, Mar.-Apr. 1994, pp. 164-174.

A. C. Higgs, and S. D. Ashworth "Organizational Surveys: Tools for Assessment and Change." ...

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