Yates, J. 1993. Control Through Communication: The Rise of System in American Management. Baltimore:Johns Hopkins University Press.

Zabusky, S.E., and S.R. Barley. 1996. Redefining success: Ethnographic observations on the careers of technicians. In Broken Ladders, P. Osterman, ed. New York:Oxford University Press.

Zemke, R., and D. Schaff. 1989. The Service Edge: 101 Companies that Profit from Customer Care . New York: NAL Books.

Zimmerman, C., and J. Enell. 1988. Service industries. Pp. 33.1–72 in Juran's Quality Control Handbook, Fourth Edition, J.M. Duran and Frank Gryna, eds. New York: McGraw Hill.

Zuboff, S. 1989. In the Age of the Smart Machine. New York: Basic Books.

Zussman, R. 1985. Mechanics of the Middle Class. Berkeley:University of California Press.



The National Academies | 500 Fifth St. N.W. | Washington, D.C. 20001
Copyright © National Academy of Sciences. All rights reserved.
Terms of Use and Privacy Statement