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• Benihana of Tokyo by W. Earl Sasser
• Commerce Bank by Frances X. Frei
• Euro Disney: The First 100 Days by Gary W. Loveman, Leonard A. Schlesinger
• Four Seasons Goes to Paris: “53 Properties, 24 Countries, 1 Philosophy” by Roger Hallowell, Carin-Isabel Knoop
• Innovation at Progressive (A): Pay-As-You-Go Insurance by Frances X. Frei
• Intermountain Health Care by Richard Bohmer, Amy C. Edmondson
• JetBlue Airways: Starting from Scratch by Jody Hoffer Gittell
• Laura Ashley and Federal Express Strategic Alliance by Gary W. Loveman
• NYPD New by James L. Heskett
• Pilgrim Bank (A): Customer Profitability by Frances X. Frei
• Rapid Rewards at Southwest Airlines by Frances X. Frei
• Ritz-Carlton Hotel Co. by Sandra J. Sucher
• Shouldice Hospital Ltd.by James L. Heskett
• Shouldice Hospital Ltd. (Abridged) by Roger Hallowell, James L. Heskett
• Southwest Airlines 2002: An Industry Under Siege by James L. Heskett
• Southwest Airlines: In a Different World by James L. Heskett, W. Earl Sasser Jr.
• Southwest Airlines–1993 (A) by James L. Heskett, Roger Hallowell
• University Health Services: Walk-In Clinic by David H. Maister
• Zappos.com 2009: Clothing, Customer Service, and Company Culture by Frances X. Frei, Robin J. Ely, Laura Winig
• Zipcar: Influencing Customer Behavior by Frances X. Frei