Recommended reading

The experts at ServTrans have found the following publications helpful in staying abreast of the science and thinking about customer-centric companies. The diamond symbol (♦) indicates the rating by Doug Morse, ServTrans Chief Inspiration Officer.


Branded Customer Service

Author(s): Janelle Barlow, Paul Stewart

San Francisco: Berrett-Kohler Publishers Inc. (2004)


Bulls Don’t Blush Bears Don’t Lie

Author(s): Barry Asmus

♦ ♦ ♦ — Ameripress (2006)


Chief Customer Officer: Getting Past Lip Service to Passionate Action

Author(s): Jeanne Bliss

♦ ♦ ♦ ♦ — Jossey-Bass (2006)


Clued In: How to Keep Customers Coming Back Again and Again

Author(s): Lewis P. Carbone

Upper Saddle River, NJ: FT Prentice Hall (2004)


Crossroads the Great American Experiment: the Rise, Decline, and Restoration of Freedom and the Market Economy

Author(s): Barry Asmus, Donald B. Billings

University Press of America (1984)


Customer-Centric Blueprint

Author(s): Doug Leather


Discovering the Soul of Service

Author(s): Leonard L. Berry

New York: Free Press (1999)


Great Employees Only: How Gifted Bosses Hire and De-Hire their way to Success

Author(s): Dale Dauten

Hoboken, NJ: John Wiley & Sons, Inc. (2006)


Influence, Science and Practice, 4th Edition

Author(s): Robert Ciadini

♦ ♦ — Allyn & Bacon (2000)


Management Lessons from the Mayo Clinic

Author(s): Kent D. Seltman, Leonard L. Berry

♦ — McGraw-Hill (2008)


S-Business: Reinventing the Services Organization

Author(s): James Alexander, Mark Hordes

♦ ♦ — Select Books: 1st Edition (2003)


Service Excellence in Management: Interdisciplinary Contributions

Out of Print – For more information

Author(s): Anders Gustafsson, Bo Edvardsson, Robert Johnston, Stephen W. Brown

Karlstad, Sweden: University of Karlstad, Center for Service Research (2004)


Turned On: Eight Vital Insights to Energize your People, Customers and Profits

Author(s): Roger Dow

Harper Business (1997)