Arussy, Lior.  The Experience! How to wow your customers and create a passionate workplace.  CMP Books, 2002.

Basch, Michael.  Customer Culture.  How FedEx and other great companies put the customer first every day.  Prentice Hall, 2002.

Keiningham, Timothy and Vavra, Terry.  The Customer Delight Principle.  Exceeding customers? expectations for bottom-line success.  American Marketing Association, 2001.