Sources for Focusing on Your Customer

The following sources aided in development of this book:

Duran, Nicole. “Airlines Change to Better Service.” South Bend Tribune, October 14, 1999.

———. “United Airlines Dumps Feeder for Air Wisconsin.” South Bend Tribune, November 18, 1999.

Heskett, James L., Thomas O. Jones, Gary W. Loveman, W. Earl Sasser Jr., and Leonard A. Schlesinger. “Putting the Service-Profit Chain to Work.” Harvard Business Review, March–April 1994.

Heskett, James L., and Jeffrey Rayport. “Breakthrough Service Management.” An Interactive Internet Course. Module 3: Building Loyalty. San Francisco: Pensare, and Boston: Harvard Business School Publishing, 1999.

Heskett, James L., W. Earl Sasser Jr., and Leonard A. Schlesinger. The Service-Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value. New York: The Free Press, 1997.

How to Really Deliver Superior Customer Service. 2nd ed. Boston: Inc. magazine, 1996.

Reichheld, Frederick F. An interview in Management Science, March 1997.

———. “Loyalty-Based Management.” Harvard Business Review, March–April 1993.

Reichheld, Frederick F., and W. Earl Sasser Jr. “Zero Defections—Quality Comes to Services.” Harvard Business Review, September–October 1990.

Service Success. The Interactive Manager Series. An interactive CD-ROM. Boston: Harvard Business School Publishing, 1998.

Sewell, Carl, and Paul B. Brown. Customers for Life: How to Turn That One-Time Buyer Into a Lifetime Customer. New York: Currency, 1998.