Focusing on the Customer - Bibliography

 Barlow, J and Moller, C. “A Complaint Is A Gift: Using Customer Feedback As A Strategic Tool.”  San Francisco, Berrett-Koehler Publishers, Inc. 1996.

 Leebov, W. et al. “Achieving Impressive Customer Service: 7 Strategies for the Health Care Manager.”  Chicago, American Hospital Publishing, Inc. 1998.

 Leebov, W. et al. “Service Savvy Health Care One Goal At A Time.”  Chicago, American Hospital Publishing, Inc. 1998.

 O’Malley, J. “Ultimate Patient Satisfaction: Designing, Implementing, or Rejuvenating An Effective Patient Satisfaction and TQM Program.”  New York, McGraw-Hill Publishers. 1997.