Brief Bibliographies

Please check back frequently as topic areas and resource listings are updated on a regular basis.

Business - General

  • Belasco, James A. and Jerre Stead. Soaring with the Phoenix: Renewing the Vision, Reviving the Spirit, and Re-creating the Success of Your Company. New York: Warner Books, 1999.
  • Bossidy, Larry and Ram Charan. Execution: The Discipline of Getting Things Done. New York: Crown Business-Random House, 2002.
  • Buckingham, Marcus and Curt Coffman. First, Break All the Rules: What the World's Greatest Managers Do Differently. New York: Simon and Schuster, 1999.
  • Collins, Jim. Good to Great. New York: Harper Business-Harpers Collins Publishers, 2001.
  • Collins, James C. and Jerry I. Porras. Built to Last: Successful Habits of Visionary Companies. New York: HarperBusiness, 1997.
  • Covey, Stephen R., Roger A. Merrill, and Rebecca R. Merrill. First Things First. New York: Fireside, 1994.
  • Crosby, Phil. Quality and Me: Lessons from an Evolving Life. San Francisco: Jossey-Bass, 1999.
  • Drucker, Peter. "The Theory of the Business." Harvard Business Review 72(5) (September-October 1994) 95-104.
  • Frieberg, Kevin and Jackie Frieberg. Nuts! The Southwest Airlines' Crazy Recipe for Business and Personal Success. Austin, TX: Bard Press, 1996.
  • Godin, Seth. Permission Marketing. New York: Simon & Schuster, 1999.
  • Goleman, Daniel P. Business: The Ultimate Resource. London: Bloomsburg Plc., 2002.
  • Huber, Cheri and June Shiver. How You Do Anything is How You Do Everything: A Workbook. Words Distributing Company, 1988.
  • Johnson, Spencer. Who Moved My Cheese? New York: Putnam, 1998.
  • Koulopoulos T., R. Spinello, and WD Toms. Corporate Instinct: Building a Knowing Enterprise for the 21st Century. New York: Van Nostrand Reinhold, 1997.
  • Neff, Thomas, James Citrin, and Paul B. Brown. Lessons from the Top: The Search for America's Best Business Leaders. New York: Currency/Doubleday, 1999.
  • Quinn JB. Intelligent Enterprise: A Knowledge and Service Based Paradigm for Industry. New York: The Free Press-Simon & Schuster, 1992.
  • Reis, Al and Jack Trout. Positioning: The Battle for Your Mind. New York: Warner Books, 1993.
  • Sherman, V. Clayton. From Losers to Winners: How to Manage Problem Employees and What to Do If You Can't. New York: American Management Association, 1997.

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Communication and Scripting

  • Amatayaful, Margret. "Tough Questions? Scripts Provide Easy Answers." Journal of AHIMA (May 2003) 74 (5), 16A-D.
  • Baptist Health Care Leadership Institute. Best Practices Series Booklet: Scripting, 2003. Available from: www.baptistleadershipinstitute.com.
  • Gutter, E. and M. Marinaro. "Words…The Most Powerful Drug." Press Ganey Satisfaction Monitor (Jan-Feb 2002).
  • Inderwiesen, Nancy, Lynn Hiegel, Ronda Manney, and Lolma Olson. "FIRST TOUCH® A Journey to Trusting Relationships." Press Ganey Satisfaction Monitor (Sept-Oct 2003) 6-7.
  • Leebov, Wendy. "Using Scripts for Patient Interactions." Hospitals and Health Networks Magazine October 19, 2004 www.hhnmag.com.
  • Ryan, Jackie and Sharyl Wojciechowski. "More than Words…Rx for Scripting Challenges: Best Practice Techniques." Press Ganey Satisfaction Monitor (Jul-Aug 2003).
  • Urban, Hal. Positive Words, Powerful Results: Simple Ways to Honor, Affirm, and Celebrate Life. New York: Fireside-Simon and Shuster, 2004.
  • Verbal Communication: The Power of Words. DVD. Available from: http://www.crmlearning.com/verbal-communication-the-power-of-words or 800-421-0833. (Explores the importance of language in the workplace and provides strategies for improved day-to-day communication.)
  • Zarren, Harvey. "The Power of Language for Post-Operative Patients" www.healinghealth.com.

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Cultural Diversity

  • Kirkwood, N. A Hospital Handbook on Multiculturalism and Religion. Harrisburg, PA: Morehouse Publishing, 1993.
  • Purnell, LD and BJ Paulanka. Transcultural Health Care: A Culturally Competent Approach. Philadelphia: F.A. Davis Co., 1998.
  • Specter, RE. Cultural Diversity in Health and Illness (Third Edition). Norwalk, CT: Appleton and Lange, 1991.

Customer Service - General

  • Albrecht, Karl and Ron Zemke. Service America: Doing Business in the New Economy. Dow-Jones Irwin, 1985.
  • Bell, Chip and Ron Zemke. Managing Knock Your Socks Off Service. New York: AMACOM, 1992.
  • Berry, L. On Great Service: A Framework for Action. New York: The Free Press-Simon & Schuster, 1995.
  • Berry, L. and A. Parasuraman. Marketing Services: Competing Through Quality. New York: The Free Press-Simon & Schuster, 1991.
  • Berry, Leonard. Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success. New York: The Free Press-Simon & Shuster, 1999.
  • Blanchard KH, H. MacKay, and S. Bowles. Raving Fans: A Revolutionary Approach to Customer Service. New York: William Morrow and Company, 1993.
  • Cafferky, Michael E. Let Your Customers Do the Talking: 301+ Word-Of-Mouth Marketing Tactics Guaranteed to Boost Profits. Chicago: Upstart Publications, 1996.
  • Customer for Life: Building Customer Loyalty. DVD. Executive Learning, Inc. (Provides steps on how to interact with customers at key contact points.) Available from: www.elinc.com or 800-929-7890.
  • Dow, Roger and Susan Cook. Turned On: Eight Vital Insights to Energize Your People, Customers and Profits. New York: HarperCollins, 1996.
  • Fish! Sticks. DVD. 2003. Available from: http://www.charthouse.com/productdetail.aspx?nodeid=1062 or 800-328-3789. (Discover the secrets of how fishmongers at Seattle's world-famous Pike Place Fish Market keep their service passion alive.)
  • Gore, Al. Organizational Self-Assessment on Courtesy: World Class Courtesy (A Best Practices Report). A Report of the National Performance Review, 1997.
  • Jones, Thomas O. and Earl Sasser, Jr. "Why Satisfied Customers Defect." Harvard Business Review (November-December 1995) 88-99.
  • Peters, Tom. The Pursuit of WOW!: Every Person's Guide to Topsy Turvy Times. New York: Vintage Books, 1994.
  • Pine, B. and James H. Gilmore. The Experience Economy: Work is a Theatre and Every Business a Stage. Harvard Business School Press, 1999.
  • Rosenbluth, Hal and Diane McFerrin Peters. The Customer Comes Second and Other Secrets of Exceptional Service. New York: William Morrow, 1992.
  • Sanders, Betsy, et al. Fabled Service: Ordinary Acts, Extraordinary Outcomes. San Francisco: Jossey-Bass Publishers, 1997.
  • Sherman, Stephanie with V. Clayton Sherman. Total Customer Satisfaction: A Comprehensive Approach for Service Providers. San Francisco: Jossey-Bass Publishers, 1999.
  • Snow, Dennis and Teri Yanovitch. Unleashing Excellence: The Complete Guide to Ultimate Customer Service. Sandford, FL: DC Press, 2003.
  • Stubblefield, Al. Journey to Excellence: Creating a Culture that WOWs! Baptist Health Care Leadership Institute. Hoboken, NJ: John Wiles & Sons, Inc. 2004.

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Customer Service - Healthcare

  • Baird K. Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence. San Francisco: Jossey-Bass, 2000.
  • Carlson, Jan. Moments of Truth. Cambridge, MA: Ballinger, 1987.
  • Desmond, JoAnne and Lanny Copeland. Communicating with Today's Patient. San Francisco: Jossey-Bass, 2000.
  • Gawande, A. Complications: A Surgeon's Notes on an Imperfect Science. New York: Metropolitan Books, 2002.
  • Healthcare Advisory Board. Hardwiring for Service Excellence. Washington, DC: The Advisory Board Company, April 1999.
  • It's a Dog's World. DVD. Available from: http://www.crmlearning.com/its-a-dogs-world or 800-421-0833. (A lighthearted look at the customer service differences in a veterinary clinic versus a hospital. Learn how little changes can lead to greater patient satisfaction and retention.)
  • Keane Baker, S. Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients. San Francisco: Jossey-Bass, 1998.
  • Kovner, A. and E. Levenston. Sloan Kettering: Poems. New York: Schocken Books, 2002.
  • Leebov, Wendy. Service Excellence: The Customer Relations Strategy for Health Care. Chicago: American Hospital Publishing, 1988.
  • Leebov, Wendy, Susan Afriant and Jeanne Presha. Service Savvy Health Care: One Goal at a Time. Chicago: AHA Press, 1998.
  • Leebov, W., G. Scott, and L. Olson. Achieving Impressive Service: 7 Strategies for the Healthcare Manager. Chicago: American Hospital Publishing. 1998.
  • Lipp, MR. Respectful Treatment: The Human Side of Medicine. Hagerstown MD: Harper & Row Publishers, 1986.
  • Peterson, Kristine. The Strategic Approach to Quality Service in Health Care. Rockville, MD: Aspen Publishers, 1988.
  • Sherman, Stephanie G. with V. Clayton Sherman. Total Customer Satisfaction: A Comprehensive Approach for Healthcare Providers. San Francisco: Jossey-Bass Publishers, 1998.
  • Warner, KC. Beyond Bedside Manner. West Des Moines, IA: American Media Incorporated, 1997.
  • Zimmerman, David, et al. The Healthcare Customer Service Revolution: The Growing Impact of Managed Care on Patient Satisfaction. Westchester, IL: Healthcare Financial Management Association, 1996.

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Emergency Department

  • Nolan TW, MW Schall, DM Berwick, and J Roessner. Reducing Delays and Waiting Times Throughout the Healthcare System. Boston: Institute for Healthcare Improvement, 1996.

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Employee Satisfaction

  • Baird, Kristin. Reclaiming the Passion; Stories that Celebrate the Essence of Nursing.
  • Blanchard, Kenneth H. and Sheldon Bowles (Introduction). Gung Ho!: Turn on the People in Any Organization. New York: Morrow, 1997.
  • Hadden, Richard. Contented Cows Give Better Milk.
  • Kaye, Beverly and Sharon Jordan-Evans. Love ‘Em or Lose ‘Em. San Francisco: Berrett-Koehler Publishers, Inc., 2002.
  • Lundin, Stephen C., Harry Paul, and John Christensen. Fish! A Remarkable Way to Boost Morale and Improve Results. New York: Hyperion, 2000.
  • Nelson, Bob. 1001 Ways to Energize Employees. New York: Workman Publishing, 1997.
  • Rath, Tom and Donald O. Clifton. How Full Is Your Bucket? Positive Strategies for Work and Life. New York: Gallup Press, 2004.
  • Studer, Quint. Hardwiring Excellence: Purpose, Worthwhile Work and Making a Difference. Gulf Breeze, FL: Firestarter Publishing. 2003.

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Healthcare - General

  • Herzlinger, R. Market-Driven Health Care: Who Wins, Who Loses in the Transformation of America's Largest Service Industry. Reading, MA: Addison-Wesley, 1997.
  • Institute for Healthcare Improvement. "Improvement Tip: One Size Does Not Fit All – Think Segmentation." Continuous Improvement Newsletter (April, 2002), www.ihi.org.
  • Morrison I . Health Care in the New Millennium: Vision, Values, and Leadership. San Francisco: Jossey-Bass, 2000.
  • Sherman, V. Clayton. Creating The New American Hospital: A Time for Greatness. San Francisco: Jossey-Bass Publishers, 1993.
  • Sherman, V. Clayton. Raising Standards in American Healthcare: Best People, Best Practices, Best Results. San Francisco: Jossey-Bass Publishers, 1999.
  • Sturm, Arthur. The New Rules of Healthcare Marketing: 23 Strategies for Success. Chicago, IL: Health Administration Press, 1998.

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Leadership and Management

  • Annison, Michael and Dan S. Wilford. Trust Matters: New Directions in Health Care Leadership. San Francisco: Jossey-Bass Publishers, 1998.
  • Churchman, Greg. Daterviewing: Exposing the Biases That Influence Hiring Decisions. iUniverse, Inc., 2004.
  • Depree, Max. Leadership is an Art. New York: Dell Publishing, 1989.
  • Drucker P. Management Challenges for the 21st Century. New York: HarperCollins Publishing, 1999.
  • Greenleaf, Robert K. Servant Leadership: A Journey Into the Nature of Legitimate Power and Greatness. Mahwah, NJ: Paulist Press, 2002.
  • Griffith J.R. The Well-Managed Healthcare Organization. Chicago, IL: Health Administration Press, 2002.
  • Heil, Gary, Tom Parker, and Rick Tate. Leadership and the Customer Revolution. New York: Van Nostrand Reinhold, 1995.
  • Kouzes J. and B. Posner. The Leadership Challenge. San Francisco: Jossey-Bass, 2002.
  • Leebov, Wendy and Scott, Gail. The Indispensable Health Care Manager. Success Strategies for a Changing Environment. San Francisco: Jossey Bass, 2002.
  • Manion, Jo. Interpersonal Skills for Success in Health Care. Chicago, IL: AHA Press, 1999.
  • Scholtes, Peter R. The Leaders Handbook: Making Things Happen, Getting Things Done. New York: McGraw-Hill, 1998.
  • Secretan, Lance. Inspire! What Great Leaders Do. Hoboken, NJ: John Wiley & Sons, 2004.
  • Spechler, Jay. Aiming High Success Stories of Leadership and Strategic Planning. Alpharetta, GA: Authority Press, 2001.
  • Studer, Quint. 101 Answers to Questions Leaders Ask. Gulf Breeze, FL: Firestarter Publishing, 2005.
  • Tichy, Noel with Eli B. Cohen. The Leadership Engine: How Companies Build Leaders at Every Level. New York: HarperBusiness, 1997.
  • Trout, Jack and Steve Rivkin. The Power of Simplicity. A Management Guide to Cutting Through the Nonsense and Doing Things Right. New York: McGraw-Hill, 1998.
  • Ulrich D, J. Zenger, and N. Smallwood. Results-Based Leadership. Boston, MA: Harvard Business School Press, 1999.
  • Wheatley, Margaret J. Leadership and the New Science: Learning about Organization from an Orderly Universe. San Francisco: Berrett-Koehler Publishers, 1994.

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Organizational Change

  • Conner, Daryl R. Managing at the Speed of Change. New York: Villard Books, 1992.
  • Key, M. K. Managing Change in Healthcare. New York: McGraw-Hill, 1999.
  • Kotter, John P. The Heart of Change: Real Life Stories of How People Change Their Organizations. Boston, MA: Harvard Business School Press, 2002.
  • Moss, Kanter R. The Change Masters: Innovation & Entrepreneurship in the American Corporation. New York: Simon & Schuster, 1983.
  • Scott, Cynthia and Dennis T. Jaffe. "The Human Side of Re-engineering." Healthcare Forum Journal (September-October 1998).
  • Senge, Peter. The Fifth Discipline: The Art and Practice of The Learning Organization. New York: Doubleday, 1990.
  • Studer, Quint. "Sustaining the Gains: Creating Organizational Alignment through Accountability." Satisfaction Monitor, (May/Jun 2002).

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Patient Satisfaction

  • Nelson AM, SD Wood, SW Brown, S. Bronkesh, and Z. Gerbarg. Improving Patient Satisfaction Now: How to Earn Patient and Payer Loyalty. Gaithersburg, MD: Aspen Publishers, 1997.
  • O'Malley, John F. Ultimate Patient Satisfaction. Designing, Implementing or Rejuvenating an Effective Patient Satisfaction and TQM Program. New York: McGraw-Hill Healthcare Education Group, 1998.
  • Press, Irwin. Patient Satisfaction: Defining, Measuring and Improving the Experience of Care. Chicago, IL: Health Administration Press, 2002.
  • Sherman SG and VC Sherman. Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers. San Francisco, Jossey-Bass, 1999.
  • Warner K.C. Patient Centered Care: Your Prescription of Maximum Patient Satisfaction and Loyalty. West Des Moines, IA: American Media Incorporated, 1996.

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Physician Topic Areas

  • Bradford, Vicky. The Total Service Medical Practice: 17 Steps to Satisfying Your Internal and External Customers. Irwin Professional Publishing. 1997.
  • Brown, S.W., et al. Patient Satisfaction Pays (Quality Service for Practice Success). Gaithersburg, MD: Aspen Publications, 1993.
  • Cafferky, Michael E. Patients Build Your Practice: Word of Mouth Marketing for Healthcare Practitioners. New York: McGraw Hill, 1994.
  • Eliscu, Andrea T. Position for Success! Strategic Marketing for Group Practices. Denver: Medical Group Management Association, 1995.
  • Nelson, Wood, et al. Improving Patient Satisfaction Now: How to Earn Patient and Payer Loyalty. Gaithersburg, MD: Aspen Publishers, 1997.
  • Sheff, Richard. A Practical Guide to Preventing and Solving Disruptive Physician Behavior. Marblehead, MA: HCPro, Inc.

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Quality Improvement Methods and Statistics

  • Carey RG and RC Lloyd. Measuring Quality Improvement in Healthcare: A Guide to Statistical Process Control Applications. Milwaukee, WI: ASQ Quality Press, 2001.
  • Gonick, Larry and Smith, Wolcott. The Cartoon Guide to Statistics. New York: HarperCollins, 1993.

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Reward and Recognition

  • ASHES. Recognition Tool Box, 2003. Available at www.ahaonlinestore.com
  • Baptist Health Care Leadership Institute. Best Practices Series Booklet: Reward and Recognition, 2003. Available from: www.baptistleadershipinstitute.com.
  • Daniels, AC and JE Daniels. Performance Management: Improving Quality and Productivity Through Positive Reinforcement. Performance Management Publications, 1989.
  • Leebov, Wendy. Recognition Tools for Healthcare Leaders. Available from www.wendyleebov.com.
  • Nelson, Bob and Dean Spitzer. The 1001 Rewards and Recognition Fieldbook. New York: Workman Publishing, 2003.
  • Nelson, Bob and Ken Blanchard. 1001 Ways to Reward Employees. New York: Workman Publishing Company, 1994.
  • Press Ganey Associates. "Using Recognition to Improve Employee Satisfaction." Best (White Paper), Available on-line: www.pressganey.com.

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Self-Management

  • Allen, D. Getting Things Done: The Art of Stress-Free Productivity. New York: Penguin Books, 2003.
  • Covey, S. Seven Habits of Highly Effective People: Powerful Lessons in Personal Change. New York: Fireside-Simon & Schuster, 1989.
  • Rath, Tom and Donald O. Clifton. How Full Is Your Bucket? Positive Strategies for Work and Life. New York: Gallup Press, 2004.
  • Sieg, Diane. Stop Living Life Like an Emergency! Rescue Strategies for the Overworked and Overwhelmed. Washington DC: LifeLine Press, 2002.
  • Sherman, Stephanie G. and Sherman, V. Clayton. Make Yourself Memorable: Winning Strategies To Impact Your Boss, Co-workers, Customers . . and Everybody Else! American Management Association, 1996.

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Service Quality

  • Baptist Health Care Leadership Institute. Best Practices Series Booklet: Bright Ideas, 2003. Available from: www.baptistleadershipinstitute.com.
  • Berry, LL. Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success. New York: The Free Press-Simon & Schuster, 1999.
  • Heskett JL, WE Sasser, and LA Schlesinger. The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. New York: The Free Press-Simon & Schuster, 1997.
  • Kenagy, John W. , Donald M. Berwick, and Miles F. Shore. "Service Quality in Health Care." Journal of the American Medical Association (February 17, 1999), 281 (7).
  • Leebov W., and G. Scott. Service Quality Improvement: The Customer Satisfaction Strategy for Health Care. San Francisco: Jossey-Bass, 1993.
  • Mooney K, and L. Bergheim. The Ten Demandments: Rules to Live by in the Age of the Demanding Customer. New York: McGraw-Hill, 2002.
  • National Institute for Standards and Technology. 2007 Baldrige National Quality Program: Criteria for Performance Excellence. Available on: www.quality.nist.gov.
  • Rucci, Anthony J., Steven P. Kirn, and Richard T. Quinn. "The Employee-Customer-Profit Chain at Sears." Harvard Business Review (January-February 1998).
  • Spechler, Jay. When America Does it Right: Case Studies in Service Quality. Industrial Engineering and Management Press, 1993.

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Service Recovery

  • Allen, Lisa W. et al: "Developing a Patient Complaint Tracking System to Improve Performance." The Joint Commission Journal on Quality Improvement (2000) 26(4) 217-226.
  • Baptist Health Care Leadership Institute. Best Practices Series Booklet: Service Recovery, 2003. Available from: www.baptistleadershipinstitute.com.
  • Barlow, Janelle and Claus Moller. A Complaint is a Gift: Using Customer Feedback as a Strategic Tool. San Francisco: Barrett-Koehler Publishers, Inc., 1996.
  • Bendall-Lyon, D. and TL Powers. "The Role of Complaint Management in the Service Recovery Process." The Joint Commission Journal on Quality Improvement (May 2001) 27 (5), 278-286.
  • Brown, Stephen W. "Practicing Best-In-Class Service Recovery." Marketing Management (Summer 2000) 9(2), 8-10.
  • Bryan, Richard A. and Linda Childers. Handling Difficult Patients: Management Tools for Staff Preparedness. Marblehead, MA: HCPro, Inc., 2004.
  • Customer for Life: Don't Run, Don't Hide. DVD. Executive Learning, Inc. (Gives practical guidance on how to move unhappy patients and family members into productive problem solving.) Available from: www.elinc.com or 800-929-7890.
  • Customer for Life: Recovering from Customer Service Breakdowns. DVD. Executive Learning, Inc. (Provides training on how to convert service breakdowns into opportunities to create customer loyalty.) Available from: www.elinc.com or 800-929-7890.
  • Dasu, Sriram and Jay Rao. "Nature and Determinants of Customer Expectations of Service Recovery in Health Care." Quality Management in Health Care, 1999.
  • Diamond, Dan and Patricia Riley McGlinchey. Effective Service Recovery Programs. Original Inquiry Brief. Washington, DC: The Advisory Board Company, 2004.
  • Dow, Roger and Susan Cook. Turned On: Eight Vital Concepts to Energize Your People Customers and Profits. New York: Harper Business, Inc., 1997.
  • Goodman, John. "Basic Complaints on Customer Complaint Behavior and the Impact of Service on the Bottom Line." Competitive Advantage (June 1999), 1-5.
  • Goodman, John. Consumer Complaint Handling in America: A Final Report. Washington, D.C.: Technical Assistance Research Programs (TARP), 1980.
  • Hickson, Gerald B. et al. "Patient Complaints and Malpractice Risk." Journal of the American Medical Association (June 12, 2002) 287 (22), 2951-2957.
  • Leebov, Wendy. Effective Complaint Handling in Health Care. Chicago, IL: American Hospital Publishing, Inc., 1993.
  • Malone, Mary and Jackie Ryan. "Best Practices: After the 'Oops'." Press Ganey Satisfaction Monitor (January-February 2002, 8-9 and March-April 2002, 1-3).
  • Osborne, L. Resolving Patient Complaints: A Step by Step Guide to Effective Service Recovery. Gaithersburg, MD: Aspen Publications, Inc., 1995.
  • Zemke, Ron and Chip R. Bell. Knock Your Socks Off Service Recovery. New York: AMACOM, 2000.

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If you wish others to believe in you, you must first convince them that you believe in them.

- Harvey Mackay

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