Baird, Kristin
Customer service in health care : a grassroots approach to creating a culture of service excellence
American Hospital Association, 1999
 Buku Teks
Pantry, Sheila
Creating a successful e-information service
Facet Publishing, 2002
 Buku Teks SO
Floyd, Raymond C.
A culture of rapid improvement : creating and sustaining and engaged workforce
CRC Press, Taylor & Francis Group, 2008
 Buku Teks SO
Jenkins, Henry
Spreadable media : creating value and meaning in a networked culture
New York Univesity Press, 2013
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Hickman, Craig R.
Creating excellence: managing corporate culture, strategy and change in the new age
New American Library, 1984
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