Appendix: books on hospitality and services.
Albrecht, Karl. 1992. The Only Thing That Matters: Bring the Power of the Customer to the Center of Your Business. New York: Harper Business.
Albrecht, Karl, and Lawrence J. Bradford. 1990. The Service Advantage: How to Identify and Fulfill Customer Needs. Homewood, IL: Dow Jones-Irwin.
Albrecht, Karl, and Ron Zemke. 1985. Service America! Doing Business in the New Economy. Homewood, IL: Dow Jones-Irwin.
Anton, Jon. 1996. Customer Relationship Management: Making Hard Decisions with Soft Numbers. Upper Saddle River, NJ: Prentice Hall.
Barlow, Janelle, and Claus Moller. 1996. A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool. San Francisco: Berrett-Koehler.
Bateson, John E. G. 1995. Managing Services Marketing, 2nd ed. Fort Worth, TX: Dryden Press.
Berry, Leonard L. 1999. Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success. New York: The Free Press.
Berry, Leonard L. 1995. On Great Service. New York: The Free Press.
Berry, Leonard L., and A. Parasuraman. 1991. Marketing Services: Competing through Quality. New York: The Free Press.
Bitner, M. J., and L. A. Crosby, eds. 1989. Designing a Winning Service Strategy. Chicago: American Marketing Association.
Blumberg, Donald. 1991. Managing Service as a Strategic Profit Center. New York: McGraw-Hill.
Bowen, David E., Richard B. Chase, and Thomas G. Cummings, eds. 1990. Service Management Effectiveness: Balancing Strategy, Organization and Human Resources, Operations and Marketing. San Francisco: Jossey-Bass.
Brown, Stephen W., et al., eds. 1991. Service Quality: Multidisciplinary and Multinational Perspectives. Lexington, MA: Lexington Books.
Collier, David A. 1994. The Service/Quality Solution: Using Service Management to Gain Competitive Advantage. Milwaukee: American Society for Quality Press.
Edmondson, B. 1996. Hospitality Leadership. Ithaca, NY: Cornell Hotel School.
Fitzsimmons, James A., and Mona J. Fitzsimmons. 1994. Service Management for Competitive Advantage. New York: McGraw-Hill.
Gale, Bradley T., and Robert C. Wood. 1994. Managing Customer Value: Creating Quality and Service That Customers Can See. New York: The Free Press.
Glynn, William, and James Barnes. 1995. Understanding Services Management. New York: John Wiley & Sons.
Go, F., and R. Pine. 1996. Globalization Strategy in the Hotel Industry. London: Routledge.
Go, F., M. Monachello, and T. Baum. 1996. Human Resource Management in the Hospitality Industry. New York: Wiley.
Goodman, R., Jr. 1995. The Management of Service for the Restaurant Manager, 2nd ed. Burr Ridge, IL: Irwin.
Gronroos, Christian. 1990. Service Management and Marketing: Managing the Moments of Truth in Service Competition. Lexington, MA: Lexington Books.
Gutek, Barbara A. 1995. The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions. San Francisco: Jossey-Bass.
Harris, Elaine. 1996. Customer Service: A Practical Approach. Upper Saddle River, NJ: Prentice Hall.
Hayes, Bob. 1998. Measuring Customer Satisfaction. Milwaukee: ASQC Quality Press.
Heskett, James L. 1986. Managing in the Service Economy. Boston: Harvard Business School Press.
Hinton, Thomas. 1991. The Spirit of Service: How to Create a Customer-Focused Culture. Dubuque, IA: Kendall-Hunt.
Jones, Peter. 1993. The International Hospitality Industry: Organizational and Operational Issues. New York: Wiley.
Lele, Milind, and Jagdish Sheth. 1991. The Customer Is Key. New York: John Wiley & Sons.
Lewis, R. C., and R. E. Chambers. 1989. Marketing Leadership in Hospitality. New York: Van Nostrand Reinhold.
Lockwood, A., M. Baker, and A. Ghillyer. 1996. Quality in Hospitality: Best Practice in Action. London: Cassell.
Lovelock, Christopher H. 1992. Managing Services: Marketing, Operations, Human Resources, 2nd ed. Englewood Cliffs, NJ: Prentice Hall.
Marriott, J. Willard, and Kathi Ann Brown. 1997. The Spirit to Serve: Marriott's Way. New York: Harperbusiness.
Martin, C., A. Payne, and D. Ballantyne. 1993. Relationship Marketing: Bringing Quality, Customer Service, and Marketing Together. Oxford, England: Butterworth Heinemann.
McCarthy, Dennis G. 1997. The Loyalty Link: How Loyal Employees Create Loyal Customers. New York: John Wiley & Sons.
Mullins, L. 1992. Hospitality Management: A Human Resources Approach. London: Pitman.
Nebel, E. 1991. Managing Hotels Effectively: Lessons from Outstanding General Managers. New York: Van Nostrand Reinhold.
O'Connor, P. 1995. Using Computers in Hospitality Management. London: Cassell.
Olsen, M. D., E. C. Tse, and J. J. West. 1992. Strategic Management in the Hospitality Industry. New York: Van Nostrand Reinhold.
Palmer, Adrian. 1994. Principles of Services Marketing. Maidenhead, Berkshire: McGraw-Hill.
Peppers, D., and M. Rogers. 1993. The One to One Future: Building Relationships One Customer at a Time. New York: Currency Doubleday.
Rust, Roland T. 1994. Service Quality: New Directions in Theory and Practice. Thousand Oaks, CA: Sage Publications.
Teare, R., and Olsen, M. D., eds. 1992. International Hospitality Management: Corporate Strategy in Practice. London: Pitman.
Teare, Richard, Luiz Moutinho, and Neil Morgan, eds. 1990. Managing and Marketing Services in the 1990s. London: Cassell.
Technical Assistance Research Programs Institute. 1986. Consumer Complaint Handling in America: An Update Study. Washington, DC: Technical Assistance Research Programs Institute.
Timm, Paul. 1998. Customer Service: Career Success through Customer Satisfaction. Upper Saddle River, NJ: Prentice Hall.
Vavra, Terry. 1995. After Marketing: How to Keep Customers for Life through Relationship Marketing. Homewood, IL: Irwin Professional Publications.
Vavra, Terry. 1997. Improving Your Measurement of Customer Satisfaction. Milwaukee: American Society for Quality Press.
Wilson, J. R. 1994. Word-of-Mouth Marketing. New York: Wiley.
Zeithaml, Valarie A., A. Parasuraman, and Leonard L. Berry. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press