Title: Ask Your Doctor, Ask Yourself, Author: Annette Thornhill
Title: Shocked, Appalled, and Dismayed!: How to Write Letters of Complaint That Get Results, Author: Ellen Phillips
Title: Consumer Boycotts: Effecting Change Through the Marketplace and Media / Edition 1, Author: Monroe Friedman
Title: Designing Complaint Handling And Service Recovery Strategies, Author: Jochen Wirtz