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 Tipping 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.