| title | ISBN-13 (ISBN-10) | year of publication |
|---|---|---|
| The Enemy Within: Actions That Self-Destruct Companies, Customer Service and Jobs | 978-0-07-470324-3 (0-07-470324-2) | 1996 |
| When Customers Think We Don't Care | 978-0-07-470930-6 (0-07-470930-5) | 2001 |
Ph.D. · R.D. · R. P. · R.Ph. · Richard D. · Richard P. · Richard W. · W.P.