References
Chapter 1
Berry, L. L. (1995). On great service: A framework for action. New York: Free Press.
Fahrenwald, B., Wise, D., & Glynn, D. (2001). Business Week. www.businessweek.com/adsections/chain/2.1/chain_index.html.
Huselid, M. A. (1997). Human resource department effectiveness. In L. H. Peters, C. R. Greer, & S. A. Youngblood (Eds.). The blackwell encyclopedic dictionary of human resource management. pp. 147–148. Malden, MA: Blackwell Publishers.
Intellectualcapital.org: http://intellectualcapital.org/evolution/main.html. 6/2/01.
Jacobs, J. (1965). The death and life of great American cities. London: Penguin Books.
Jacoby, S. M. (1985). Employing bureaucracy: Managers, unions, and the transformation of work in American industry 1900–1945. ...
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