SHAW, Colin. Revolutionize your customer experience. 1st ed. Basingstoke ; New York : Palgrave Macmillan, 2005. xx, 220 s. Dostupné na internetu: <http://www.loc.gov/catdir/bios/hol059/2004056536.html> <http://www.loc.gov/catdir/description/hol054/2004056536.html> <http://www.loc.gov/catdir/toc/hol052/2004056536.html> ISBN 1-4039-3603-X.