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Customer Service: Books

This guide contains article citations, books collected by Colonial Library Services and multimedia resources related to improving customer service and patient satisfaction.

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Achieving Service Excellence: Strategies for Healthcare. 2nd ed. Myron D. Fottler, Robert C. Ford, and Cherrill P. Heaton. Health Administration Press. [R-727-.F684-2010]

Authenticity: What Consumers Really Want. James H. Gilmore and B. Joseph Pine II. Harvard Business School Press. [HF5415.15 .G55 2007]

The Autonomous Patient: Ending Paternalism in Medical Care. Angela Coulter. TSO. [R-727.42-.C68-2002x]

Award-Winning Customer Service: 101 Ways to Guarantee Great Performance. Renee Evenson. AMACOM. [HF5415.5 .E885 2007]

The Baptist Health Care Journey to Excellence:  Creating a Culture that WOWs!  Al Stubblefield.  John Wiley & Sons.  [RA-971-S86-2005]

Becoming a Customer-Focused Organization. Craign Cochran. Paton Press. [HF5415.5 .C58 2006]

Be Our Guest: Perfecting the Art of Customer Service. Disney Institute. Disney Editions. [GV-1853.3-.F62-W3417-2001]

Best Face Forward:  Why Companies Must Improve Their Service Interfaces with Customers.  Jeffrey F. Rayport and Bernard J. Jaworski.  Harvard Business School Press.  [HF-5415.5-.R393-2005]

The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs. Bill Price and David Jaffe. Jossey-Bass. [HF5415.335 .P75 2008]

Beyond World Class: Building Character, Relationships, and Profits. Alan M. Ross. Dearborn Trade Publishing. [HF-5415.5-.R67-2002]

The Brave New Service Strategy: Aligning Customer Relationships, Market Strategies, and Business Structures. Barbara Gutek and Theresa Welsh. AMACOM. [HF-5415.5-.G878-2000]

Business Etiquette: 101 Ways to Conduct Business with Charm and Savvy. Ann Marie Sabath. Career Press. [HF-5389-.S228-2002]

Cardiac Service Quality: Best Practices for Elevating the Patient Care Experience [Cardiac Program Growth Initiative, v.3]. Cardiovascular Roundtable. The Advisory Board Company. [RA-975.5-.C6-C37-2001x-v.3]

Clued In:  How to Keep Customers Coming Back Again and Again.  Lewis P. Carbone.  FT Prentice Hall.  [HF-5415.5-.C367-2004]

Communicating with Your Patients: Skills for Building Rapport. American Medical Association. [R-727.3-.H56-2000x]

Communication for Nurses: Talking with Patients. Lisa Kennedy Sheldon. SLACK. [RT-23-.S53-2004]

Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation. Anders Gustafsson and Michael D. Johnson. Jossey-Bass. [HF-5415.5-.G87-2003]

Conciliation in Healthcare: Managing and Resolving Complaints and Conflict. Anne Ward Platt. Radcliffe. [RA965.6 .P53 2008x]

Connecting with the New Healthcare Consumer: Defining Your Strategy. McGraw-Hill. [RA-395-.A3-C6965-2000]

Connecting with Your Customers.Harvard Business School Press.[HF5415.5 .C658 2006]

Consumer-Driven Health Care: Implications for Providers, Payers, and Policymakers. Edited by Regina E. Herzlinger. Jossey-Bass. [RA-394-.C685-2004]

The Customer-Centered Enterprise: How IBM and Other World-Class Companies Achieve Extraordinary Results by Putting Customers First. Harvey Thompson. McGraw-Hill. [HF-5415.5-T484-2000]

The Customer Comes Second: And Other Secrets of Exceptional Service. Fully revised and updated. Hal F. Rosenbluth and Diane McFerrin Peters. William Morrow and Company. [G-154-.R67-2002]

Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day. Michael D. Basch. Financial Times Prentice Hall. [HD-58.7-.B372-2002]

Customer Equity: Building and Managing Relationships as Valuable Assets. Robert C. Blattberg, Gary Getz, and Jacquelyn S. Thomas. Harvard Business School Press. [HF-5415.55-.B585-2001]

Customer Love: Attracting and Keeping Customers for Life. Chip R. Bell. Executive Excellence. [HF-5415.5-.C87-2000x]

Customer Once, Client Forever: 12 Tools for Building Lifetime Business Relationships. Richard Buckingham. Kiplinger Books. [HF-5415.5-.B799-2001]

Customer Relationship Management: Getting It Right! Judith W. Kincaid. Prentice Hall. [HF-5415.5-.K56-2003x]

Customer Relationship Management: Perspectives from the Marketplace. Simon Knox et al. Butterworth Heinemann. [HF-5415.5-.C838-2003x]

The Customer Revolution: How to Thrive When Customers Are in Control. Patricia B. Seybold with Ronni T. Marshak and Jeffrey M. Lewis. Crown Business. [HD-70-.U5-S436-2001]

Customer Service and the Human Experience: We, the People, Make the Difference. Rosanne D'Ausilio and Jon Anton. Champion for the Human Press. [HF5415.5 .D385 2005x]

The Customer Service Activity Book:  50 Activities for Inspiring Exceptional Service.  Darryl S. Doane and Rose D. Sloat.  American Management Association.  [HF-5415.5-.D58-2005]

Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence. Kristin Baird. Jossey-Bass. [R-7727-.B276-2000]

Customer Winback: How to Recapture Lost Customers--And Keep Them Loyal. Jill Griffin and Michael W. Lowenstein. Jossey-Bass. [HF-5415.5-.G753-2001]

Customers Rule: Why the E-Commerce Honeymoon Is Over. Roger D. Blackwell. Crown Business. [HF-5415.33-.U6-B58-2001]

Delivering Knock Your Socks Off Service. 4th ed.. Performance Research Associates. AMACOM/ American Management Association. [HF5415.5 .A53 2007]

Design: Moving from Strategic Objectives to Patient Services. Crayton Fargason Jr. American College of Physician Executives. [RA-971-.F3743-2002x]

Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process. Jay R. Galbraith. Jossey-Bass/A Wiley Imprint . [HF5415.5 .G345 2005]

E-Service: 24 Ways to Keep Your Customers When the Competition Is Just a Click Away. Ron Zemke and Tom Connellan. AMACOM. [HF-5415.525-.Z46-2001]

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization. Leonardo Inghilleri and Micah Solomon. AMACOM. [HF5415.5 .I543 2010]

Excuses, Excuses, Excuses... For Not Delivering Excellent Customer Service--and What Should Happen. Darryl S. Doane and Rose D. Sloat. HRD Press. [HF-5415.5-.D63-2001x]

50 Powerful Ideas You Can Use to Keep Your Customers. Paul R. Timm. Career Press. [HF-5415.5-.T498-2002]

Fish!: A Remarkable Way to Boost Morale and Improve Results. Stephen C. Lundin, Harry Paul, and John Christensen. Hyperion. [HF-5549.5-.M63-L86-2000]

Fish! Tales. Stephen C. Lundin, John Christensen, and Harry Paul with Philip Strand. Hyperion. [HF-5386-.L85-2002x]

The Florence Prescription: From Accountability to Ownerhsip: The Next Frontier for Patient Satisfaction, Workplace Productivity, and Employee Loyalty. Joe Tye. Values Coach Inc. [RA971.35 .t84 2009x]

Follow This Path: How the World's Greatest Organizations Drive Growth by Unleashing Human Potential. Curt Coffman and Gabriel Gonzalez-Molina. Warner Books.

Fun Is Good:  How to Create Joy & Passion in Your Workplace & Career.  Mike Veeck & Pete Williams.  Rodale.  [HF-5549.5-.H85-V44-2005]

The Future of Competition: Co-Creating Unique Value with Customers. C. K. Prahalad and Venket Ramaswamy. Harvard Business School Press. [HD-41-.P73-2004]

Get Weird: 101 Innovative Ways to Make Your Company a Great Place to Work. John Putzier. AMACOM. [HD-58.8-.P88-2001]

Great Customer Connections : Simple Psychological Techniques that Guarantee Exceptional Service. Richard S. Gallagher. AMACOM. [HF5415.5 .G348 2006]

Harvard Business Review on Customer Relationship Management. Harvard Business School Press. [HF-5414.5-.H37-2001]

Health Professional and Patient Interaction. Ruth Purtilo and Amy Haddad. W. B. Saunders. [R-727.3-.P87-2002]

Healthcare Marketing, Sales, and Service: An Executive Companion. John F. O'Malley. Health Administration Press. [RA-410.56-.O46-2001]

Competing on Excellence: Healthcare Strategies for a Consumer-Driven Market. Alan M. Zuckerman and Russell C. Coile, Jr. Health Administration Press. [RA-971-.Z788-2004]

Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results. Jack Mitchell. Hyperion. [HF-5415.5-.M57-2003x]

Human Sigma: Managing the Employee-Customer Encounter. John H. Fleming and Jim Asplund. Gallup Press. [HF5415.5 .F54 2007x]

I'm Sorry to Hear That: Real Life Responses to Patients' 101 Most Common Complaints about Health Care. Susan Keane Baker and Leslie Bank. RL Solutions. [R727.3 .B35 2006x]

Improving the Care Experience. Joint Commission on Accreditation of Healthcare Organizations. [RA-399-.A3-I467-2000x]

In the Name of the Patient: Consumer Advocacy in Healthcare. Society for Healthcare Consumer Advocacy. American Hospital Association. [RA-965.6-.P45-2003]

The Innovator's Dilemma:  The Revolutionary National Bestseller That Changed the Way We Do Business.  Clayton M. Christensen.  HarperBusiness.  [HD-53-.C49-2000b]

The Innovator's Solution: Creating and Sustaining Successful Growth. Clayton M. Christensen and Michael E. Raynor. Harvard Business School Press. [HD-53-.C495-2003x]

Inside the Mind of the Cancer Patient: Uncovering Patient Preferences to Guide Cancer Program Investment. Oncology Roundtable. Advisory Board Company. [RC262 .I58 2007x]

Just Say Yes!: Extreme Customer Service...How to Give It! How to Get It! Philip R. Nulman. Career Press. [HF-5415.5-.N85-2000]

The Kindness Revolution : The Company-Wide Culture Shift that Inspires Phenomenal Customer Service. Ed Horrell. AMACOM. [HF5415.5 .H67 2006]

Knock Your Socks Off: Service Recovery. Ron Zemke and Chip Bell. AMACOM. [HF-5415.5-.Z4595-2000]

Leadership for Great Customer Service:  Satisfied Patients, Satisfied Employees.  Thom A. Mayer and Robert J. Cates.  Health Administration Press.  [R-727.3-.M385-2004]

Lessons in Loyalty: How Southwest Airlines Does It: An Insider's View. Lorraine Grubbs-West. CornerStone Leadership Institute. [HE9803.S68 G78 2005x]

Lessons in Service from Charlie Trotter. Edmund Lawler. Ten Speed Press. [TX-911.2-.M27-L417-2001]

Linking Customer and Employee Satisfaction to the Bottom Line. Derek R. Allen and Morris Wilburn. ASQ Quality Press. [HF-5415.335-.A433-2002]

Loyalty Rules: How Today's Leaders Build Lasting Relationships. Frederick F. Reichheld. Bain & Company. [HF-5415.525-.R45-2001]

Managing Customer Relationships: A Strategic Framework. Don Peppers and Martha Rogers. John Wiley & Sons. [HF5415.5 .P458 2004]

Managing Knock Your Socks Off Service. Chip R. Bell and Ron Zemke. AMACOM/American Management Association. [HF-5415.5-.B436-2007]

Managing the Customer Experience: A Measurement-Based Approach. Morris Wilburn. ASQ Quality Press.[HF5415.335 .W55 2006]

Measuring and Improving Patient Satisfaction. Patrick Shelton. Aspen. [RA-399-.A1-S47-2000]

Monitoring, Measuring and Managing Customer-Service. Gary Goodman. Jossey-Bass. [HF-5415.5-.G67-2000]

Now, Build a Great Business!: 7 Ways to Maximize Your Profits in Any Market. Mark Thompson and Brian Tracy. AMACOM. [HD57.7 .T46734 2011]

101 Activities for Delivering Knock Your Socks Off Service. Performance Research Associates, Ann Thomas and Jill Applegate. American Management Association. [HF5415.5 .T477 2009]

101 Ways to Improve Your Pharmacy Worklife. Mark R. Jacobs. American Pharmaceutical Association. [RS-122.5-.J33-2001]

Patient-Centered Healthcare. Edited by Michelle I. Wilde. Adis International. [RA-971-.P37-2000x]

Patient Satisfaction: Defining, Measuring, and Improving the Experience of Care. Irwin Press. Health Administration Press. [R-727.3-.P725-2002]

Perfect Phrases for Customer Service:  Hundreds of Tools, Techniques, and Scripts for Handling Any Situation.  Robert Bacal.  McGraw-Hill.  [HF-5415.5-.B28-2005x]

Person Centered Care: A Model for Nursing Homes. Marilyn J. Rantz and Marcia K. Flesner. American Nurses Association. [RA-997.5-.M8-R36-2004]

Putting Patients First: Designing and Practicing Patient-Centered Care. Susan B. Frampton, Laura Gilpin, and Patrick A. Charmel. Jossey-Bass. [R-727.3-.P88-2003]

QBQ!: The Question Behind the Question: What to Really Ask Yourself: Practicing Personal Accountability in Business and in Life. John G. Miller. Denver Press [BF-611-.M55-2001]

Quality of Life: From Nursing and Patient Perspectives: Theory, Research, Practice. Cynthia R. King and Pamela S. Hinds. 2nd edition. Jones and Bartlett. [RC-266-.Q35-2003]

Reinventing the Patient Experience: Strategies for Hospital Leaders. Jon B. Christianson, et al. Health Adminstration Press. [RA965.6 .R48 2007]

Reorganize for Resilience: Putting Customers at the Center of Your Business. Ranjay Gulati. Harvard Business Press. [HF5415.5 .G85 2009]

The Resilient Physician: Effective Emotional Managment for Doctors and Their Medical Organizations. Wayne M. Sotile and Mary O. Sotile. American Medical Association. [RC-451.4-.P5-S67-2002x]

Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery. Liz Osborne. Jones and Bartlett. [RA-956.6-.O83-2004]

Results from the Heart: How Mini-Company Management Captures Everyone's Talents and Helps Them Find Meaning and Purpose at Work. Kiyoshi Suzaki. The Free Press. [HD-62.7-.S987-2002]

Return on Customer: Creating Maximum Value from Your Scarcest Resource. Don Peppers and Martha Rogers. Currency/Doubleday. [HF5415.527 .P47 2005]

Satisfaction : How Every Great Company Listens to the Voice of the Customer. Chris Denove and James D. Power IV. Portfolio. [HF5415.335 .D46 2006]

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service. John R. Dijulius III. AMACOM. [HF-5415.5-.D558-2003]

Serve Right: Everyone's Straight-Talk Guide to Customer Service Success. Steve Ventura. Walk the Talk. [HF5415.5 .V46 2008x]

Service America in the New Economy. Karl Albrecht and Ron Zemke. McGraw-Hill. [HD-9981.5-.A43-2002]

Service Amidst Shortage: Strategic Considerations and Operational Challenges. Health Care Advisory Board. The Advisory Board Company. [RA-399-.A1-S478-2002x]

Service Line Success: Eight Essential Rules. E. Preston Gee. Health Administration Press. [RA-971-.G39-2004]

Service Magic: The Art of Amazing Your Customers. Ron Zemke and Chip Bell. Dearborn Trade Publishing. [HF-5415.5-.Z465-2003]

Seven Power Strategies for Building Customer Loyalty. Paul R. Timm. AMACOM. [HF-5415.5-.T515-2001]

The Simple Truths of Service: Inspired by Johnny the Bagger. Ken Blanchard & Barbara Glanz. Simple Truths. [HF5415.5 .B53 2005x]

The Southwest Airlines Way: Using the Power of Relationships to Achieve High Performance. Jody Hoffer Gittell. McGraw-Hill. [HE-9803-.S68-G58-2003]

Star-studded Service: Six Steps to Winning Patient Satisfaction. Kevin W. Sullivan & Meryl D. Luallin. [R727 .S85 2007x]

Strategies for the New Health Care Marketplace: Managing the Convergence of Consumerism and Technology. Dean C. Coddington, Elizabeth A. Fischer, and Keith D. Moore. Jossey-Bass. [RA-427-.C56-2001]

10 Powerful Ideas for Improving Patient Care.  James l. Reinertsen and Wim Schellekens.  Institute for Healthcare Improvement.  [RA-399-.A1-R456-2005]

Total Access: Giving Customers What They Want in an Anytime, Anywhere World. Regis McKenna. Harvard Business School Press. [HF-5415.5-.M3855-2002]

The Trust Crisis in Healthcare: Causes, Consequences, and Cures. Edited by David A. Shore. Oxford University Press. [RA445 .T78 2007]

The Trust Prescription for Healthcare:  Building Your Reputation with Consumers.  David A. Shore.  Health Administration Press.  [RA-395-.A3-S495-2005]

The Ultimate Question: Driving Good Profits and True Growth. Fred Reichheld. Harvard Business School Press. [HF5415.5 .R439 2006]

Understanding Human Behavior: A Guide for Health Care Providers. Mary Elizabeth Milliken and Alyson Honeycutt. Seventh edition. Delmar Learning. [R-727.3-.M55-2004]

We Are Smarter than Me: How to Unleash the Power of Crowds in Your Business. Barry Libert & Jon Spector. Wharton School Pub. [HD69.S8 L53 2008]

Web Rules: How the Internet is Changing the Way Consumers Make Choices. Tom Murphy. Dearborn. [HF-5415.1265-.M87-2000]

Wendy Leebov’s Essentials for Great Patient Experiences: No-Nonsense Solutions with Gratifying Results. Wendy Leebov. Health Forum. [R727.3 .L353 2008]

Whale Done: The Power of Positive Relationships. Thad Lacinak, Chuck Tompkins, and Jim Ballard. The Free Press. [BF-503-.W48-2002]

What Clients Love: A Field Guide to Growing Your Business. Harry Beckwith. Warner Books. [HF-5415-.B4235-2003]

What’s the Secret?: To Providing a World-Class Customer Experience. John R. DiJulius III. Wiley. [HF5415.5 .D5583 2008]

Who Killed Health Care? : America's $2 Trillion Medical Problem -- and the Consumer-Driven Cure. Regina Herzlinger. McGraw Hill. [RA395.A3 H475 2007]

Winning with the Customer from Hell: A Survival Guide. Shaun Belding. ECW Press. [HF-5415.5-.B442-2004x]

X-Engineering the Corporation: Reinventing Your Business in the Digital Age. James Champy. Warner Books. [HD-58.87-.C427-2002]

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Beth Miller
Plummer Library