Recommended Reading
- Bridges , William . 1991 . Managing Transitions: Making the Most of Change , Reading, MA : Perseus .
- Fisher , Roger and Brown , Scott . 1989 . Getting Together: Building Relationships as We Negotiate , New York : Penguin .
- Karten , Naomi . 1998 . How to Establish Service Level Agreements , Randolph, MA : Karten Associates .
- Karten , Naomi . 2002 . New York : Communication Gaps and How to Close Them .
- Zaltman , Gerald . 2003 . How Customers Think: Essential Insights into the Mind of the Market , Cambridge, MA : Harvard Business School .