Service failure : the real reasons employees struggle with customer service and what you can do about it

Toister, Jeff  SOCIAL SCIENCE ; BUSINESS ; MARKETING

How to measure anything : finding the value of intangibles in business

Hubbard, Douglas W.  BUSINESS AND ECONOMICS; DECISION MAKING

TPS-lean six sigma : linking human capital to lean six sigma : a new blueprint for creating high performance companies

Rampersad, Hubert K.  SIX SIGMA; EMPLOYEE MOTIVATION; ORGANIZATIONAL EFFECTIVENESS