Результаты поиска

Лучшие результаты

1. Jacintha Brown. Coordinate Implementation of Customer Service Strategies. – М.: Software Publications, 2003. – 108 с.
   

Дополнительные результаты

1. Robert Spector, Patrick D. McCarthy. The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry. – М.: , 2012. – 224 с.
   
2. Frank Eliason. At Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques. – М.: , 2012. – 216 с.
   
3. Edward D. Gagnon, Gregory D. Ward. The Effective Manager's Handbook for Customer Service Success: 52 Weekly Motivational Tips and Quotes to Help You Improve Your Customer Service Every Day. – М.: , 0. – 0 с.
   
4. Lloyd C. Finch. Telephone Courtesy & Customer Service (Fifty-Minute Series.). – М.: , 0. – 0 с.
   
5. Maxine Kamin. Customer Service Training. – М.: ASTD Press, 2002. – 212 с.
   
6. Ron Zemke, Kristin Anderson. Delivering Knock Your Socks Off Service. – М.: , 0. – 0 с.
   
7. Robert Spector. Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company. – М.: , 0. – 0 с.
   
8. Barbara A. Gutek. The Dynamics of Service : Reflections on the Changing Nature of Customer/Provider Interactions (Jossey-Bass Management Series). – М.: , 0. – 0 с.
   
9. Richard J. Schonberger, Edward M., Jr. Knod. Synchroservice!: The Innovative Way to Build a Dynasty of Customers. – М.: , 0. – 0 с.
   
10. Neville Lake, Kristen Hickey. Customer Service Workbook. – М.: , 0. – 0 с.
    
11. Philip Evans, Thomas S. Wurster. Blown to Bits: How the New Economics of Information Transforms Strategy. – М.: , 0. – 0 с.
    
12. United States Custom Service. Importing Into the United States:. – М.: , 0. – 0 с.
    
13. Tapio Reponen. Information Technology Enabled Customer Service. – М.: , 0. – 0 с.
    
14. James Carlopio. Changing Gears: The Strategic Implementation of Technology. – М.: , 0. – 0 с.
    
15. Stormy Friday, David G. Cotts. Quality Facility Management : A Marketing and Customer Service Approach. – М.: , 0. – 0 с.
    
16. Jacintha Brown. Coordinate Implementation of Customer Service Strategies. – М.: Software Publications, 2003. – 108 с.
    
17. Peggy Carlaw, Vasudha Kathleen Deming. The Big Book of Customer Service Training Games. – М.: McGraw-Hill Companies, 1999. – 224 с.
    
18. Jeff Gee, Val Gee. The Customer Service Training Tool Kit : 60 Training Activities for Customer Service Trainers. – М.: , 0. – 0 с.
    
19. Michael D. Eisner. Be Our Guest: Perfecting the Аrt of Customer Service. – М.: Disney Enterprises, 0. – 208 с.
    
20. John R. DiJulius III. Secret Service: Hidden Systems That Deliver Unforgettable Customer Service. – М.: , 0. – 0 с.
    
21. Robert W Lucas. Customer Service: Skills and Concepts for Success, Student Edition. – М.: , 0. – 0 с.
    
22. Hal B. Becker. Lip Service : 50 Humorous Stories of the Worst Customer Service in America and Interviews with the 10 Best Companies in the World. – М.: , 0. – 0 с.
    
23. Kristin Anderson, Ron Zemke. Tales of Knock Your Socks Off Service: Inspiring Stories of Outstanding Customer Service (Knock Your Socks Off Series). – М.: , 0. – 0 с.
    
24. Ken Shelton. Best of Class: Building a Customer Service Organization. – М.: Executive Excellence Publishing, 1998. – 256 с.
    
25. Michael Young. Mastering Customer Service. – М.: , 0. – 0 с.
    
26. Bill Dodds. Managing Customer Value: Essentials of Product Quality, Customer Service, and Price Decisions. – М.: University Press of America, 2003. – 356 с.
    
27. William B. Martin. Crisp: Quality Customer Service, Fourth Edition: How to Win with the Customer. – М.: Crisp Learning, 2000. – 120 с.
    
28. Timothy P. Bonomo. Customer Service: Aiming for Excellence. – М.: , 0. – 0 с.
    
29. Darlene E. Weingand. Marketing/Planning Library and Information Services:. – М.: , 0. – 0 с.
    
30. Richard J. Schonberger. Building a Chain of Customers: Linking Business Functions to Create World Class Company. – М.: , 0. – 0 с.
    
31. Andrew E. Schwartz. Customer Service PowerPoint Content. – М.: , 0. – 0 с.
    
32. John Abram. The Seven Myths of Customer Management : How to be Customer-Driven Without Being Customer-Led. – М.: , 2003. – 0 с.
    
33. Larry Swaton. Customer Service for Profitability. – М.: , 2003. – 0 с.
    
34. Rakesh Seth. Creating Customer Delight: The How and Why of Customer Relationship Management. – М.: , 2005. – 0 с.
    
35. Tom Borg. Making Service Count: How To Deliver Outstanding Customer Service And Make Your Small Business More Profitable. – М.: , 2004. – 0 с.
    
36. Jillian Mercer. May I Help You?: Great Customer Service for Small Business. – М.: , 2004. – 0 с.
    
37. JoAnn Haberer. Customer Service In The Information Age: A Common Sense Approach to High-Tech Help (Crisp Fifty-Minute Series). – М.: , 2004. – 0 с.
    
38. David L. Goetsch. Effective Customer Service: Ten Steps for Technical Professions (NetEffect). – М.: , 2003. – 0 с.
    
39. Darryl S. Doane. 50 Activities for Achieving Excellent Customer Service. – М.: , 2003. – 0 с.
    
40. Garber Peter. Learning Points: 100 Activities and Actions for Customer Service Excellence (Learning Points). – М.: , 2004. – 0 с.
    
41. Chris Thomas. Employee Management and Customer Service in the Retail Industry. – М.: , 2005. – 0 с.
    
42. Pattie Odgers. The World of Customer Service. – М.: , 2003. – 0 с.
    
43. Peter Garber. 25 Reproducible Activities for Customer Service Excellence. – М.: , 2005. – 0 с.
    
44. Anne Swartzlander. Serving Internal and External Customers. – М.: , 2003. – 0 с.
    
45. Richard Tyler. Real World Customer Services Strategies That Work (Power Learning). – М.: , 2004. – 238 с.
    
46. Marty Seldman, John Futterknecht, Ben Sorensen. Customer Tells: Deliver World Class Customer Service Using Championship Poker Strategies. – М.: Kaplan Business, 2007. – 288 с.
    
47. Mass Customization: Challenges and Solutions (International Series in Operations Research & Management Science). – М.: , 2006. – 304 с.
    
48. Larry Fogli, Jennifer Ukei. Customer Service Delivery: Research and Best Practices (J-B SIOP Professional Practice Series). – М.: , 2005. – 352 с.
    
49. Naomi Black. Two Sides to Every Coin... The Customer Isn't Always Right!. – М.: , 2004. – 190 с.
    
50. Penni McLean-Conner. Customer Service: Utility Style. – М.: , 2005. – 250 с.
    
51. Elaine K. Harris. Customer Service: A Practical Approach (4th Edition). – М.: , 2006. – 192 с.
    
52. David L. Butler. Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service (Improving Human Performance). – М.: , 2004. – 178 с.
    
53. Florence Fay Pritchard, III, George I. Whitehead. Serve and Learn: Implementing and Evaluating Service-learning in Middle and High Schools. – М.: , 2004. – 274 с.
    
54. IMF's Bureau of Language Services. IMF Glossary: English-French-Spanish. – М.: , 2007. – 498 с.
    
55. John Crawford. The Culture of Evaluation in Library and Information Services. – М.: Chandos Publishing (Oxford) Ltd., 2006. – 204 с.
    
56. Henrik Anderson and Thomas Ritter. Inside the Customer Universe: How to Build Unique Customer Insight for Profitable Growth and Market Leadership. – М.: John Wiley and Sons, Ltd, 2008. – 294 с.
    
57. Richard S. Gallagher. What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service. – М.: , 2008. – 128 с.
    
58. Carl Henry. The People Approach To Customer Service. – М.: , 2008. – 156 с.
    
59. Mario Martinez, Bob Hobbi. Building a Customer Service Culture: The Seven ServiceElements of Customer Success (HC). – М.: , 2008. – 124 с.
    
60. F. Curtis Barry. Best Practices in Multichannel Operations & Fulfillment. – М.: , 2008. – 372 с.
    
61. Chulhyun Kim. Methodology for Systemic Creation of Services: A Case Study of Mobile Services. – М.: , 2008. – 104 с.
    
62. Jennie Deneka. Creating an Informed Customer Service Model: Using Action Research. – М.: , 2008. – 104 с.
    
63. Karen Leland, Keith Bailey. Customer Service In an Instant: 60 Ways to Win Customers and Keep Them Coming Back (In an Instant (Career Press)). – М.: , 2008. – 160 с.
    
64. Ivanka Menken. Virtualization Architecture, Adoption and Monetization of Virtualization Projects using Best Practice Service Strategy, Service Design, Service Transition, ... and Continual Service Improvement Processes. – М.: , 2008. – 164 с.
    
65. Peter Raulerson, Jean-Claude Malraison, Antoine Leboyer. Building Routes to Customers: Proven Strategies for Profitable Growth. – М.: , 2009. – 194 с.
    
66. MALCOLM BRIMPONG. THE EFFECT OF CUSTOMER SATISFACTION ON LOYALTY: A CASE STUDY OF FIRST ALLIED SAVINGS AND LOANS LTD. – М.: , 2010. – 88 с.
    
67. Service Desk Best Practices - Templates, Documents and Examples of the Service Desk in the Public Domain PLUS access to content.theartofservice.com for downloading. – М.: , 2010. – 194 с.
    
68. Leonardo Inghilleri, Micah Solomon. Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization. – М.: AMACOM/American Management Association, 2010. – 170 с.
    
69. Stanley A. Brown. Breakthrough Customer Service. – М.: , 1998. – 452 с.
    
70. Janelle Barlow. Branded Customer Service: The New Competitive Edge. – М.: , 2011. – 368 с.
    
71. The Big Book Of Customer Service Training Games. – М.: , 1998. – 209 с.
    
72. Customer Service Skills For Success. – М.: , 2011. – 0 с.
    
73. The Customer Rules: The 14 Indispensible, Irrefutable, And Indisputable Qualities Of The Greatest Service Companies In The World. – М.: , 2011. – 352 с.
    
74. The Big Book Of People Skills Games: Quick, Effective Activities For Making Great Impressions, Boosting Problem-Solving Skills And Improving Customer Service. – М.: , 2011. – 272 с.
    
75. Please Every Customer: Delivering Stellar Customer Service Across Cultures. – М.: , 2011. – 304 с.
    
76. The Big Book Of Customer Service Training Games. – М.: , 2011. – 209 с.
    
77. Customer Service Training 101. – М.: , 2011. – 224 с.
    
78. Strategic Customer Service. – М.: , 2011. – 240 с.
    
79. Branded Customer Service. – М.: , 2011. – 264 с.
    
80. Abhishek Roy,Sunil Karforma and Subhadeep Banik. Implementation Of Authentication In E-Governance–an Uml Based Approach. – М.: LAP Lambert Academic Publishing, 2013. – 116 с.
    
81. Ryan Quint. Implementation of a Security-Dependability Adaptive Voting Scheme. – М.: LAP Lambert Academic Publishing, 2012. – 140 с.
    
82. Indranil Hatai. FPGA Implementation of a Reconfigurable Baseband Modem for SDR System. – М.: LAP Lambert Academic Publishing, 2012. – 160 с.
    
83. Rohit Rawat and Mohit Rawat. Implementation Of Total Productive Maintenance Of Steel Sector. – М.: LAP Lambert Academic Publishing, 2013. – 80 с.
    
84. Jan-Willem van ''t Klooster. Context, design and implementation of a control system. – М.: LAP Lambert Academic Publishing, 2010. – 108 с.
    
85. Iskandar Makhmudov. Design & implementation of the storage layout & internal material flow. – М.: LAP Lambert Academic Publishing, 2012. – 68 с.
    
86. Chieh-Lu Li. Cross-cultural Customer Service in Recreation Management. – М.: LAP Lambert Academic Publishing, 2010. – 144 с.
    
87. Hanane Darhour. Implementation of Electoral Gender Quotas. – М.: LAP Lambert Academic Publishing, 2012. – 284 с.
    
88. Steve Walls. Examining Male Service Work. – М.: LAP Lambert Academic Publishing, 2012. – 336 с.
    
89. Malabika Biswas Roy. Woman Participation of Ecosystem Services in a Holistic Approach. – М.: LAP Lambert Academic Publishing, 2014. – 72 с.
    
90. Lionel Nettey. Assessment of Customer Service Satisfaction of ECG Ashanti East Region. – М.: LAP Lambert Academic Publishing, 2012. – 92 с.
    
91. Michael Milimu. Implementation Of Hazard Analysis Critical Control. – М.: LAP Lambert Academic Publishing, 2012. – 64 с.
    
92. Janet Kavula Mulwa. Determinants of Implementation of Public Procurement Regulations. – М.: LAP Lambert Academic Publishing, 2012. – 132 с.
    
93. Ayesha Sarfaraz and Asir Ajmal. Customer Service in Pakistan. – М.: LAP Lambert Academic Publishing, 2012. – 184 с.
    
94. Mary Helen Styles. In Search of Relief:Self Care Strategies for Chronic Pain. – М.: LAP Lambert Academic Publishing, 2013. – 136 с.
    
95. Vivienne Byers. Service Planning and Organisational Change in the Health Sector:. – М.: LAP Lambert Academic Publishing, 2011. – 364 с.
    
96. Fred Bidandi. EFFECTS OF POOR IMPLEMENTATION OF HOUSING POLICY IN THE WESTERN CAPE. – М.: LAP Lambert Academic Publishing, 2010. – 108 с.
    
97. Tsegaye Tilahun Getahun. The State of Decentralized Services. – М.: LAP Lambert Academic Publishing, 2011. – 152 с.
    
98. Md. Abdullah Abraham Hossain,Dr. Mazlin Bin Mokhtar and Dr. Mohd. Ekhwan Hj. Toriman. Implementation of integrated river basin management - local context. – М.: LAP Lambert Academic Publishing, 2011. – 212 с.
    
99. Saima Jahan,Surmad Umar and Samina Jahan. Impact Of Customer Service Elements On Customer Satisfaction &Loyality. – М.: LAP Lambert Academic Publishing, 2012. – 68 с.
    
100. Nontando Jennifer Mesatywa. Implementation Of The Domestic Act. – М.: LAP Lambert Academic Publishing, 2012. – 144 с.
     
101. Onoja Friday Israel. Mirror of Revenue Generation Strategies at 21st Century. – М.: LAP Lambert Academic Publishing, 2014. – 64 с.
     
102. Kumiko Julie. Problems in the Implementation of Chinese Human Rights Obligations. – М.: LAP Lambert Academic Publishing, 2012. – 112 с.
     
103. Wilson Kiprono. Challenges facing the implementation of community Policing in Kenya. – М.: LAP Lambert Academic Publishing, 2012. – 92 с.
     
104. Lilliana Villa. Implementation of the tuberculosis program in Medellin. – М.: LAP Lambert Academic Publishing, 2012. – 84 с.
     
105. Shewfang Shieh. Impact of Customer Satisfaction and Switching Costs on Customer Loyalty. – М.: LAP Lambert Academic Publishing, 2010. – 100 с.
     
106. Bhumika Talwar and Aviral Sharma. Improving Quality of Hospital Services. – М.: LAP Lambert Academic Publishing, 2011. – 68 с.
     
107. Hannah Njenga. Barriers To The Implementation Of Inclusion Of Learners With Autism. – М.: LAP Lambert Academic Publishing, 2013. – 112 с.
     
108. Paul Triegaardt. The implementation of Behaviour Management Strategies. – М.: LAP Lambert Academic Publishing, 2010. – 148 с.
     
109. Torill Bogsnes Larsen. Evaluating Principals and Teachers implementation of Second Step. – М.: Scholars' Press, 2013. – 88 с.
     
110. Annaly Magda Eimann. The implementation of Continuous Assessment. – М.: LAP Lambert Academic Publishing, 2010. – 60 с.
     
111. Jose Falogme. Management of Student Services: A New Paradigm. – М.: LAP Lambert Academic Publishing, 2012. – 256 с.
     
112. Francis Abobo. Challenges Facing Implementation of Life Skills Education. – М.: LAP Lambert Academic Publishing, 2013. – 80 с.
     
113. Okuthe Kogeda. MODELLING OF RELIABLE SERVICE BASED OPERATIONS SUPPORT SYSTEM. – М.: LAP Lambert Academic Publishing, 2011. – 172 с.
     
114. Ireneus Kagashe. Implementation of IS/IT strategy in Local Government Authorities. – М.: LAP Lambert Academic Publishing, 2013. – 72 с.
     
115. Peter N. Osuji and Japhet Eke Lawrence. The impact of customer service management on IT function. – М.: LAP Lambert Academic Publishing, 2013. – 104 с.
     
116. Chibuzo Onyemaobi. Design and Implementation of Aerospace Information System. – М.: LAP Lambert Academic Publishing, 2012. – 156 с.
     
117. Azhar Mawlod. Effects of Selection & Scaling strategies on the performance of GA. – М.: LAP Lambert Academic Publishing, 2013. – 156 с.
     
118. Proscovia M. Katumba. Transformation of Local Government using Customer Profiling UK. – М.: LAP Lambert Academic Publishing, 2011. – 160 с.
     
119. Antonio Mastrosimone,Nicola Mondello and Andrea Timpanaro. Implementation of a Smart Grid Platform using Plug Computer. – М.: LAP Lambert Academic Publishing, 2011. – 96 с.
     
120. Caroline Akinyi,Dan Kaseje and Rose Olayo. Economic Evaluation of Community Health Strategy in Rural Kenya. – М.: LAP Lambert Academic Publishing, 2014. – 64 с.
     
121. Elias Asfaw Zegeye,Kora Tushune and Birna Abdosh. Cost Effectiveness Analysis of PMTCT service delivery modalities. – М.: LAP Lambert Academic Publishing, 2011. – 144 с.
     
122. Dhara Dave and Brahmdutta Raval. Implementation of Information Technology in Pharmaceutical Management. – М.: LAP Lambert Academic Publishing, 2014. – 92 с.
     
123. Silvia Rodriguez-Donaire and Daniel Garcia-Alminana. Practical Implementation of Social Media Strategy Design for SMEs. – М.: LAP Lambert Academic Publishing, 2012. – 136 с.
     
124. Berihun Muche. Determinants of Customer Switching Behavior. – М.: LAP Lambert Academic Publishing, 2013. – 84 с.
     
125. Muyu Li. The Present and Future of China’s Personal Car Market. – М.: LAP Lambert Academic Publishing, 2012. – 52 с.
     
126. Alireza Abdolhosseini Khaligh and Alireza Miremadi. The Impact of eCRM on Loyalty and Retention of Customers. – М.: LAP Lambert Academic Publishing, 2012. – 140 с.
     
127. Karunaratna A.C. An Examination of the Determinants of Customer Loyalty. – М.: LAP Lambert Academic Publishing, 2014. – 120 с.
     
128. Deepak Mishra and Mohamed Foda. Cobranding: A Study on the Perception of Customers. – М.: LAP Lambert Academic Publishing, 2013. – 116 с.
     
129. Tizazu Kassa and Sindu Kassa. Customer service Quality and its effect on customer satisfaction. – М.: LAP Lambert Academic Publishing, 2013. – 84 с.
     
130. VIKAS GAUTAM. SERVICE QUALITY PERCEPTIONS OF CUSTOMERS ABOUT INSURANCE COMPANIES. – М.: LAP Lambert Academic Publishing, 2011. – 88 с.
     
131. Tugce Karpuzcu. Impact of e-Services on Customer Satisfaction. – М.: LAP Lambert Academic Publishing, 2011. – 124 с.
     
132. Indira Naidoo. Implementation of the National Reading Strategy in South Africa. – М.: LAP Lambert Academic Publishing, 2013. – 192 с.
     
133. P. Viswanadha Gupta. Empowerment of Tribes: Problems & Strategies. – М.: LAP Lambert Academic Publishing, 2013. – 116 с.
     
134. Rasmirekha Sethy. Style and Strategy of In-service Teacher Education Programme. – М.: LAP Lambert Academic Publishing, 2014. – 252 с.
     
135. Demessew Alemu. The implementation of apprenticeship training program. – М.: LAP Lambert Academic Publishing, 2014. – 388 с.
     
136. Huseyin Ala. A Case Study on the Current State of In-Service Education in Turkey. – М.: LAP Lambert Academic Publishing, 2011. – 80 с.
     
137. M. Thukaram. A Study of Customer Services in Regional Rural Banks. – М.: LAP Lambert Academic Publishing, 2014. – 232 с.
     
138. Oluyomi Martins. Improving Customer Service Delivery In Bank PHB. – М.: LAP Lambert Academic Publishing, 2012. – 132 с.
     
139. Peter Wandurua. Factors Affecting Implementation of Balanced Scorecard. – М.: LAP Lambert Academic Publishing, 2012. – 108 с.
     
140. Mochamad Nizar Palefi Ma'ady,Arif Djunaidy and Renny Pradina Kusumawardani. Mapping Twitter Data of Customers' Sentiment in The Shape of Heat Map. – М.: , 2015. – 84 с.
     

Лучшие результаты

Дополнительные результаты

1. Страхи сильно преувеличены. интервью с В. Комлевым, генеральным директором компании United Card Services. UCS. А. Башлыков, "БДМ. Банки и деловой мир", № 11, ноябрь 2007.
2. Наука человековедения. интервью с Д. Уолтоном, профессором London Metropolitan University, экспертом CIPD. Chartered Institute of Personnel and Development, автором программы Master of Arts in Human Resource Strategies. И. Смирнова, "Кадровый менеджмент", № 5, июль-август 2007.
3. Законы лидерства. интервью с А. Чуркиным, директором агентства "Personnel Service/Служба персонала". "Управление персоналом", № 12, июнь 2007.
4. Интервью с Н. Ереминой, руководителем HR-департамента Coleman Services. "Управление персоналом", № 10, май 2006.
5. Экспертное мнение. интервью с Ю. Вировцом, генеральным директором CEO HeadHunter - Online Hiring Services. "Управление персоналом", № 9, май 2006.
6. Партнерство вместо подчинения. интервью с Дезо Хорватом, деканом Schulich School of Business. Р. Крецул, "Кадровый менеджмент", № 1, февраль 2006.
7. Технологии оптимизации обработки документов в офисе Xerox Office Services. М. Лагутин, "Финансовая газета. Региональный выпуск", № 27, июнь 2004.
8. Медицинская информатика в Web of Science: доля России в мировом публикационном потоке. Н.Г. Куракова, Л.А. Цветкова, "Врач и информационные технологии", № 4, июль-август 2012.
9. Предприятие промышленности в роли customer. С.В. Булаев, "Промышленность: бухгалтерский учет и налогообложение", N 2, февраль 2012 г.
10. О качестве сервиса, связанного с запросами на медицинскую информацию. Medical Information Service?. А. Беденков, "Ремедиум", № 1, январь 2012.
11. Back side of the moon, или темная сторона поведения персонала. интервью с Н. Русаковой, директором по персоналу ОАО "Хлебпром", А. Сукачёвым, директором "Торговой компании АС", Н. Харитоновой, руководителем службы персонала тверской компании ЗАО "ДКС". А. Колесникова, Т. Тюрина, С.  Машарипов, "Управление персоналом", N 16, август 2010 г.
12. Уильям Савадж: Мотивировать людей в Нижнем Новгороде и Новосибирске нужно по-разному". интервью с У. Саваджем, вице-президентом корпорации Intel, подразделение Software and Services Group. М. Холкина, "Управление персоналом", N 14, июль 2010 г.
13. Мы знаем границы, которые не нужно переходить. интервью с О.  Банцекиной, главой представительства Coleman Services. "Управление персоналом", N 12, июнь 2010 г.
14. Использование Bill of Exchange в аккредитивной форме расчетов. Н.В. Букина, "Международные банковские операции", № 6, ноябрь-декабрь 2009.
15. Брендинг работодателя: как получить лучшие кадры. интервью с Н. Лучининой, генеральным директором компании "GRP-Service". Консалтинговая группа "КОНСОРТ". "Управление персоналом", № 20, октябрь 2008.