Serviços revolucionáriosJames L. Heskett, W. Earl Sasser, Christopher W. L. Hart · First published 1994Open the Tome
The BaldrigeChristopher W. L. Hart, Christopher W. Hart, Christopher E. Bogan · First published 1992Open the Tome
Instructor's manual for The service management courseW. Earl Sasser, Christopher W. L. Hart, James L. Heskett · First published 1991Open the Tome