Bibliography

We have compiled a list of books that may be valuable resources, as well as good reading.
 

   Title    Author Date Publisher
1 Service Breakthroughs   Heskett, Sasser & Hart 1990 The Free Press, New York
2 Delivering Quality Service   Zeithaml, Parasuraman & Berry 1991 The Free Press, New York
3 Service Management and Marketing   Christian Gronroos 1990 Lexington Books, Lexington, MA
4 Total Customer Service: The Ultimate Weapon   Davidow and Uttal 1989 Harper Perennial, New York
5 Service America!   Albrecht and Zemke 1985 Warner Books, New York
6 The Change Masters   Rosabeth Moss Kanter 1983 Touchstone Books, New York
7 The Service Edge   Zemke & Schaaf 1989 New American Library, New York
8 Marketing to Win   Frank K. Sonnenberg 1990 Harper & Row, New York
9 People Skills   Robert Bolton 1979 Simon & Schuster,  New York
10 The 7 Habits of Highly Effective People   Stephen R. Covey 1990 Simon & Schuster, New York
11 Non-Manipulative Selling   Alessandra,Wexler & Barrera 1989 Prentice Hall Press, New York
12 The Customer Driven Company   Richard Whiteley 1991 Addison Wesley Publishing & The Forum Corp. Reading, MA
13 Are You Communicating?   Donald Walton 1989 McGraw Hill, New York
14 In Search of Excellence   Thomas J. Peters 1982 Harper & Row, New York
15 A Passion For Excellence   Thomas J. Peters 1985 Random House, New York
16 Thriving On Chaos   Thomas J. Peters 1987 Knope, New York
17 Leaders, The Strategies for Taking Charge   Warren Bennis & Burt Nanus 1985 Harper & Row, New York
18 The Terrible Truth About Lawyers   Mark H. McCormack 1987 Avon, New York
19 The Conative Connection   Kathy Kolbe 1990 Addison- Wesley Publishing Company, Inc., New York
20 Getting To Yes   Roger Fisher & William Ury 1981 Penguin Group, New York
21 Winning with Difficult People   Arthur H. Bell and Dayle M. Smith 1991 Barron's Educational Series, Inc., New York
22 Making Presentations with Confidence   Vivian Buchan 1991 Barron's Educational Series, Inc., New York
23 Strategic Selling   Miller and Heiman 1987 Warner Books, Berkeley, CA
24 Conceptual Selling   Miller and Heiman 1987 Warner Books, Berkeley, CA
25 Major Account Sales Strategy   Neil Rackham 1989 McGraw Hill, New York
26 What They Don't Teach At Harvard Business School   Mark H. McCormack 1984 Bantam Books, New York
27 Presentations Plus   David A. Peoples 1988 Wiley & Sons Inc., New York
28 Professional Sales Management   Anderson and Hair 1988 McGraw Hill, New York
29 The Psychology of Call Reluctance   Dudley and Goodson 1986 Behavioral Science Research Press, Dallas, Texas
30 Relationship Selling   Jim Cathcart 1990 Putnam Publishing Group, New York
31 The Business Presentations Workbook   Clark Lambert 1988 Prentice Hall, New Jersey
32 Talking & Listening   Naomi W. Pertlta 1990 Institute of Financial Education, Chicago, Il
33 Listening: The Forgotten Skill   Madelyn Burley-Allen 1982 Wiley & Sons, New York
34 Non Verbal Selling Power   Gerhard Gschwandtner 1985 Prentice Hall, New Jersey
35 You Just Don't Understand   Deborah Tannen 1990 William Morrow and Company, New York, New York
36 Increasing Your Leadership Confidence   Bob Biehl 1989 Questar Publishers, Sisters, OR
37 Why Leaders Can't Lead   Warren Bennis 1989 Jossey-Bass Publishers, Los Angeles, CA
38 Win-Win Negotiating   Fred E. Jandt 1985 Wiley & Sons, New York
39 What They Really Teach at Harvard Business School   Francis & Heather Kelly 1986 Warner Books, New York
40 Marketing   Richard L. Sandhuasen 1987 Barron, New York
41 You Are The Message   Roger Ailes 1988 Doubleday, New York
42 The Fifth Discipline   Peter M. Senge 1990 Doubleday, New York
43 The Fifth Discipline Fieldbook   Peter M. Senge 1994 Doubleday, New York
44 Successful Large Account Management   Miller and Heiman 1991 Henry Holt Co., New York
45 Quality Or Else   Dobyns & Crawford-Mason 1991 Houghton Mifflin Company, Boston
46 The Art of Managing   Hunsaker & Alessandra, 1990 Touchstone Book, Simon & Schuster, New York
47 Principle-Centered Leadership   Stephen R. Covey 1990 Summit Books, New York
48 Successful Team Building   Thomas L. Quick 1992 AMACOM, American Management Association, New York
49 Power Learning   Donald J. Lofland, Ph.D. 1992 Longmeadow Press, Stamford
50 The Power of Business Rapport   Dr. Michael Brooks 1991 Harper Collins Publishers, New York
51 The Wisdom of Teams   Jon R. Katzenbach and Douglas K. Smith 1993 Harvard Business School Press, Boston, MA
52 Men Are From Mars, Women Are From Venus   John Gray, Ph.D 1992 HarperCollins Publishers, Inc., New York, New York
53 Talking From 9 To 5   Deborah Tannen, Ph.D. 1994 William Morrow and Company, New York, New York
54 The Discipline of Market Leaders   Michael Treacy & Fred Wiersema 1995 Addison-Wesley Publishing, New York
55 Emotional Intelligence   Daniel Goleman 1995 Bantam Books, New York, New York
56 Leading Change   John P. Kotter 1996 Harvard Business School Press, Boston, Massachusetts
57 The Corporate Mystic   Gay Hendricks Ph.D. and Kate Ludeman, Ph.D. 1996 Bantam Books, New York, New York
58 Solution Selling   Michael T. Bosworth 1995 Irwin Professional Publishing, Burr Ridge, Illinois
59 TQM For Sales and Marketing Management   James W. Cortada 1993 McGraw-Hill, Inc., New York
60 Getting Into Your Customer's Head   Kevin Davis 1996 Times Business, New York
61 Team Talk   Anne Donnellon 1996 Harvard Business School Press, Boston, MA
62 Managing The Professional Service Firm   David H. Maister 1993 The Free Press, New York
63 The One To One Future   Don Peppers and Martha Rogers 1993 Doubleday, New York
64 The One To One Enterprise   Don Peppers and Martha Rogers 1997 Doubleday, New York
65 Getting Partnering Right   Neil Rackham, Lawrence Friedman, Richard Ruff 1996 McGraw-Hill, Inc., New York
66 Managing Major Sales   Neil Rackham and Richard Ruff 1991 HarperBusiness, New York
67 Advanced Selling Strategies   Brian Tracy 1995 Fireside, New York
68 Customer-Centered Growth   Richard Whiteley and Diane Hessan 1996 Addison-Wesley Publishing Company, Reading, MA
69 Selling The Invisible   Harry Beckwith 1997 Warner Books, New York
70 Learned Optimism   Martin E.P. Seligman, Ph.D. 1990 Alfred A. Knopf, Inc., New York, NY
71 Managing With Power   Jeffrey Pfeffer 1992 Harvard Business School Press, Boston, MA
72 On Negotiating   Mark H. McCormack 1995 Dove Books, Beverly Hills, CA
73 How to Master the Art of Selling   Tom Hopkins 1980 Warner Books, New York, NY
74 The Ben Franklin Factor: Selling One to One   James C. Humes 1992 William Morrow & Company, Inc., New York, NY
75 A Force For Change   John P. Kotter 1990 The Free Press, New York, NY
76 Selling To VITO: The Very Important Top Officer   Anthony Parinello 1994 Bob Adams, Inc., Holbrook, MA
77 Roger Dawson’s Secrets of Power Negotiating   Roger Dawson 1995 Career Press, Hawthorne, NJ
78 Consultative Selling   Mack Hanan 1995 AMACOM, New York, NY
79 Relationship Marketing   Regis McKenna 1991 Addison-Wesley Publishing Company, Reading, MA
80 The Goal   Eliyahu M. Goldratt and Jeff Cox 1992 North River Press, Great Barrington, MA
81 Technotrends   Daniel Burrus with Roger Gittines 1993 HarperBusiness, New York, NY
82 Working With Emotional Intelligence   Daniel Goleman 1998 Bantam Books, New York
83 Kotler of Marketing   Philip Kotler 1999 The Free Press, New York
84 Why People Don't Buy Things   Harry Washburn and Kim Wallace 1999 Perseus Books, New York
85 The Book of Leadership Wisdom   Peter Krass 1998 John Viley & Sons, Inc., New York
86 The Power of Nice   Ronald M. Shapiro and Mark A. Jankowski 1998 John Wiley & Sons, Inc., New York
87 Rembrandts in the Attic   Kevin G. Rivette and David Kline 2000 Harvard Business School Press, Boston, MA
88 Best Practices   Robert Hiebeler, Thomas B. Kelly, and Charles Ketterman 1998 Simon & Schuster, New York
89 Dangerous Company   James O'Shea and Charles Madigan 1997 Times Business, New York
90 The Anatomy of Persuasion   Norbert Aubuchon 1997 AMACOM, New York
91 Human Capital   Thomas O. Davenport 1999 Jossey-Bass Publishers, San Francisco, CA
92 Executive's Guide to Information Technology   James Cox 1999 John Wiley & Sons, Inc., New York
93 Lawyers Are From Mercury, Clients Are From Pluto   Peter D. Zeughauser 1999 ClientFocus, Newport Beach, CA
94 The Complete Guide To Marketing Your Law Firm   Hollis Hatfield Weishar and James A. Durham 1999 American Bar Association, Chicago, IL
95 The Knowing-Doing Gap   Jeffrey Pfeffer and Robert I. Sutton 2000 Harvard Business School, Boston, MA
96 The Invisible Touch: The Four Keys to Modern Marketing   Harry Beckwith 2000 Warner Books, New York
97 The . Indisputable Laws of Teamwork   John C. Maxwell 2001 Thomas Nelson Publishers, Nashville
98 Good To Great   Jim Collins 2001 HarperCollins Publishers, Inc., New York
99 Built to Last   James C. Collins and Jerry I. Porras 2002 Harper Business Essentials, New York
100 NLP - First Directions   Joseph O'Connor and Ian McDermott 2001 Thorsons, HarperCollins Publishers, Inc., London
101 Both Sides Win! The 3 Secrets For Success in Customer Negotiations   Logan Loomis 2004 HBL Publishing
102 Communicate Clearly   Robert Heller 1998 DK Publishing, Inc., New York
103 The Platinum Rule   Tony Alessandra, Ph.D. and Michael J. O'Connor, Ph.D. 1998 Warner Books, Inc., New York
104 How To Make People Like You in . Seconds Or Less   Nicholas Boothman 2000 Workman Publishing Company, Inc., New York
105 The Five Dysfunctions of a Team: A Leadership Fable   Patrick Lencioni 2002 Jossey-Bass, San Francisco
106 The 8th Habit: Effectiveness to Greatness   Stephen R. Covey 2004 Simon & Schuster, New York
107 A Whole New Mind - Why Right-Brainers Will Rule the Future   Daniel H. Pink 2005 Penguin Group Inc., New York
108 The Definitive Book of Body Language   Allan and Barbara Pease 2006 Bantam Dell, New York
109 The Wisdom of Crowds   James Surowiecki 2004 Doubleday, New York
110 It's Your Ship:  Management Techniques from the Best Damn Ship in the Navy   Captain D. Michael Abrashoff 2002 Warner Business Books, New York
111 Execution - The Discipline of Getting Things Done   Larry Bossidy & Ram Charan 2002 Crown Business, New York
112 The Trusted Advisor   David H. Maister, Charles H. Green & Robert M. Galford 2000 Touchstone, New York
113 Practice What Your Preach:  What Managers Must Do To Create A High Achievement Culture   David H. Maister 2001 The Free Press, New York
114 True Professionalism:  The Courage to Care About Your People, Your Clients, and Your Culture   David H. Maister 1997 Touchstone, New York
115 First Among Equals:  How To Manage A Group Of Professionals   David H. Maister and Patrick J. McKenna 2002 The Free Press, New York
116 Managing The Professional Service Firm   David H. Maister 1997 The Free Press, New York
117 The Tipping Point: How Little Things Can Make A Big Difference   Malcolm Gladwell 2000 Little Brown & Company
118 Blink: The Power of Thinking Without Thinking   Malcolm Gladwell 2005 Little Brown & Company, Time Warner Book Group
119 Strategy And The Fat Smoker   David H. Maister 2008 The Spangle Press, Boston, MA
120 Law of Connection   Michael J. Losier 2009 Wellness Central Hachett Book Group
121 What the Dog Saw & Other Adventures   Malcolm Gladwell 2009 Little Brown & Company Hachette Book Company
122 How The Mighty Fall: And Why Some Companies Never Give In   Jim Collins 2009 Harper Business, New York
123 The Lure of Global Branding   David A. Aaker and Erich Joachimsthaler 1999 Harvard Business Review
124 Good Communication That Blocks Learning   Chris Argyris 1994 Harvard Business Review
125 Teaching Smart People How to Learn   Chris Argyris 1991 Harvard Business Review
126 The Strategic Power of Saying No   Susan Bishop 1999 Harvard Business Review
127 The Inside Scoop On Outside Counsel   Randall A. Burrows 1999 Harvard Business Review
128 Off-Sites That Work   Bob Frisch and Logan Chandler 2006 Harvard Business Review
129 What Makes a Leader?   Daniel Goleman 1998 Harvard Business Review
130 Whirlpool's Objective Beauty Contest   Zan Hale 1995 Corporate Legal Times
131 Why Some Teams Succeed (and So Many Don't)   Harvard Management Update 2000 Harvard Business School Publishing
132 The Discipline of Teams   Jon R. Katzenbach and Douglas K. Smith 1993 Harvard Business Review
133 Negotiating with a Customer You Can't Afford to Lose   Thomas C. Keiser 1988 Harvard Business Review
134 The Nut Island Effect:  When Good Teams Go Wrong   Paul F. Levy 2001 Harvard Business Review
135 Listening to People   Ralph G. Nichols and Leonard A. Stevens 1954 Harvard Business Review
136 Covert Leadership:  Notes on Managing Professionals   Henry Mintzberg 1998 Harvard Business Review
137 The Smart-Talk Trap   Jeffrey Pfeffer and Robert I Sutton 1999 Harvard Business Review
138 Barriers and Gateways to Communication   Carl R. Rogers and F.J. Roethlisberger 1991 Harvard Business Review
139 Small Company, Big Law Firm   Mark Rollinson 1985 Harvard Business Review
140 The Power of Talk:  Who Gets Heard and Why   Deborah Tannen 1995 Harvard Business Review
141 Customer Intimacy and Other Value Disciplines   Michael Treacy and Red Wiersema 1993 Harvard Business Review
142 The Leadership Lessons of Mount Everest   Michael Useem 2001 Harvard Business Review
143 How You Slice It - Smarter Segmentation For Your Sales Force   Ernest Waaser, Marshall Dahneke, Michael Pekkarinen and Michael Weissel 2004 Harvard Business Review
144 The Team That Wasn't   Suzy Wetlaufer 1994 Harvard Business Review
145 Attorney Advertising on the Internet:  From Arizona to Texas - Regulating Speech on the Cyber-Frontier   Mitchel L. Winick 1996 Texas Tech Law Review, Volume . Number 4
146 Promise-Based Management - The Essence of Execution   Donald Sull and Charles Spinosa 2007 Harvard Business Review
147 Silo Busting - How to Execute on the Promise of Customer Focus   Ranjay Gulati 2007 Harvard Business Review
148 Managing Global Accounts   George S. Yip and Audrey J.M. Bink 2007 Harvard Business Review