Branded Customer Service: The New Competitive Edge
1 Thomas F. Gilbert, Human Competence: Engineering Worthy Performance (New York: McGraw-Hill, 1987), 90.
2 Thomas F. Gilbert, Human Competence: Engineering Worthy Performance (New York: McGraw-Hill, 1987), 90 177–180.
3 John Case, Open-Book Management: The Coming Business Revolution (New York: HarperBusiness, 1995).
4 Robert Kaplan and David Norton, The Balanced Scorecard (Boston: Harvard Business School Press, 1996).
5 Kevin Thomson, Emotional Capital (Tulsa, Okla.: Capstone Publishing Ltd., 1998), 54.
6 Kevin Thomson, Emotional Capital (Tulsa, Okla.: Capstone Publishing Ltd., 1998), 54.
7 Kevin Thomson, Emotional Capital (Tulsa, Okla.: Capstone Publishing Ltd., 1998), 85.
8 This sentence is based upon remarks by Felicity Stevens, an internal marketing specialist with whom TMI works.
9 Gilbert, Human Competence, 90.
10 Mark Di Somma, "Brand Attention Disorder," contribution to http://www.allaboutbranding.com, 2002.
11 Mark Di Somma, "Brand Attention Disorder," contribution to http://www.allaboutbranding.com, 2002.
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