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• Justice - Wait for It - on the Checkout Line - WSJ, 8/19/09
• Companies Strive Harder to Please Customers, WSJ, 7/27/09
• Please Stay On The Line by Emily Yellin(book review) WSJ 3/24/09
• Cut Out The Canned Pattern and Boost Check Averages By Reading and Reacting To Guests, Nation's Restaurant News, 3/02/09
• Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 by Pete Blackshaw, 2008
• Small Business Face More Fraud in Downturn by Simona Covel, WSJ, 2/19/09
• Trim the Fat, Not the Service- The Welch Way March, 2008
• Pulling It All Together by Ron Miller, Businessweeksmallbiz, June/July 08
• At Their Service, Entrepreneur August 2007, Guy Kawasaki
• I Hear America Griping, Business Week, September 14, 2007 Sonal Rupani
• Love The Customers That Hate You March 3, 2008
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