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1. |  | Title: The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success by Timothy L. Keiningham, Terry Vavra ISBN: 0658010042 Publisher: McGraw-Hill Trade Pub. Date: 24 July, 2001 List Price: $29.95 Amazon.com Price: $20.97 |
| 2. |  | Title: Service Marketing by Roland T. Rust, Anthony J. Zahorik, Timothy L. Keiningham ISBN: 0673991458 Publisher: Addison-Wesley Pub Co Pub. Date: March, 1996 List Price: $115.00 Amazon.com Price: $115.00 |
| 3. |  | Title: Return on Quality: Measuring the Financial Impact of Your Company's Quest for Quality by Roland T. Rust, Anthony J. Zahorik, Timothy L. Keiningham, Timothy L. Kemingham ISBN: 1557385475 Publisher: Probus Professional Pub Pub. Date: December, 1993 List Price: $29.95 Amazon.com Price: $29.95 |
| 4. |  | Title: Readings in Service Marketing by Roland T. Rust, Anthony J. Zahorik, Timothy L. Keiningham ISBN: 0673983080 Publisher: Harpercollins College Div Pub. Date: January, 1996 List Price: $27.50 Amazon.com Price: $27.50 |
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