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Recommended professional reading...
Albrecht, K. and Zemke, R. (1985). Service America. New York:
Warner Books Inc.
Bolles, R.N. (2000). What color is your parachute?: Practical
manual for job hunters and career changers. Berkeley Ten Speed
Press.
Brooks, M. (1989). Instant Rapport: The NLP program that creates
intimacy, persuasiveness, power! New York: Warner Books, Inc.
Broom, G., & Dozier, D. (1989). Using research in public
relations: Applications to program management. Engelwood Cliffs,
NJ: Prentice Hall
Bruner II, G.C., James, K.E., Hensel, P.J. (2001). Marketing
scales handbook: A compilation of multi-item measures, volume
iii. Chicago: American Marketing Association.
Buckingham, M., Coffman, C. (1999). First break all the rules:
What the world's greatest managers do differently. New York:
Simon & Schuster.
Cialdini, R. (1993). Influence: the psychology of persuasion.
New York: Quill.
Collins, J. (2001). Good to great: Why some companies make the
leap…and others don't. New York: Harper Collins Publishers.
Dillman, D. (2000). Mail and internet surveys: Tailored design
methods, second edition. New York: John Wiley & Sons, Inc.
Dychtwald, K. (1999). Age power: How the 21st century will be
ruled by the new age. New York: Jeremy P. Tarcher/Putnam.
Fisher, R. and Ury W. (1981). Getting to yes negotiating agreements
without giving in. New York: Penguin Books.
Gladwell, N. (2000). The shipping point: How little things can
make a big difference. Boston: Little, Brown and Co.
Hayes, B., (1991). Measuring customer satisfaction: Development
and use of questionnaires. Milwaukee, WI: ASQC Press.
Hillestad, S., & Berkowitz, E. (1984) Healthcare marketing
plans: From strategy to action. Homewood, IL: Dow-Jones Irwin.
Moore, J. (2001). Assisted living strategies for changing markets.
Fort Worth, Texas: Westridge Publishing.
Myers, J.H. (1996). Segmentation and position for strategic
marketing decisions. Chicago: American Marketing Association.
Nevis, E.C., Lancourt, J., and Vassallo, H.E. (1996). Intentional
revolutions: A seven point strategy for transforming organizations.
San Francisco: Jossey-Bass Publishers.
Rackham, N. (1988). SPIN selling: The best situations, problems,
implications, needs payoff. New York: McGraw-Hill Book Company.
Salant, P., & Dillman, D. (1994). How to conduct your own
survey. New York: John Wiley & Sons.
Seligman, M. (1991) Learned optimism, New York: Knopf.
Trout, J. (2000) Differentiate or die: Survival on our era of
killer competition. New York: John Wiley & Sons.
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