1. and Service America!: Doing Business in the New Economy. Homewood, Ill.: Dow Jones-Irwin, 1985.
2. ?The Status of Training Evaluation: An Update.? Paper presented at the National Society for Performance and Instruction Conference, Washington, D.C., 1988.
3. Out of the Crisis. Cambridge, Mass.: Massachusetts Institute of Technology, Center for Advanced Engineering Study, 1986.
4. Managing to Keep the Customer: How to Achieve and Maintain Superior Customer Service Throughout the Organization. San Francisco: Jossey- Bass, 1987.