1. Artistry in training: thinking differently about the way you help people to learn;Burns,1996
2. Callow, M. and Mullholland, D. (2005) Service with a smile only gets you so far. Staff training for success in the integrated service environment. neXt 2005: ALIA National Library & Information Technicians Conference, Brisbane.
3. The big book of customer service training games: quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers;Carlaw,1999
4. Charting the experiential territory: clarifying definitions and uses of computer simulation, games and role play;Feinstein;Journal of Management Development,2002
5. Hilton hits the heights of hotel service with HR initiative. (2004) Human Resource Management, 24–26.