The Freedom Writers, Erin Gruwell (2007). “The Freedom Writers Diary (Movie Tie-in Edition): How a Teacher and 150 Teens Used Writing to Change Themselves and the World Around Them”, p.14, Broadway Books
Jeffrey H. Gitomer (1998). “Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know”, Bard