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Notes
Chapter Three
1. For more on Danny Meyer’s approach to hospitality (the term
he prefers to ‘‘service’’), we recommend his Setting The Table: The
Transforming Power of Hospitality in Business, HarperCollins, New
York, 2006.
2. Elizabeth Loftus, Memory, Ardsley House, New York, 1980, pp
24 –25.
3. Phoebe Damrosch, Service Included: Four-Star Secrets of an Eavesdropp-
ing Waiter, William Morrow, New York, 2007.
4. New York Times, September 24, 2007: ‘‘Walmart.com to Customers:
Stop Calling.’’
Chapter Five
1. Gary Heil, Tom Parker, Deborah C. Stephens, One Size Fits One,
Wiley, New York, 1999, p 43.
2. Harvard Business Review, March 2006.
3. Seth’s Blog entry, December 11, 2007, www.sethgodin.com
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