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Greenhalgh, T. Narrative based medicine BMJ; 1999; 318:48-50
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Whiteley, R. and Hessan, D. Customer Centered Growth – Five Proven
Strategies for Building Competitive Advantage , New York Addison-Wesley,
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Located at Google books
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http://www.sciencedirect.com/science/article/pii/0738399194900515
Frankel, R. Stein, T. Getting the Most out of the Clinical Encounter: The
Four Habits Model, The Permanente Journal Fall 1999; Volume 3: No. 3.
http://xnet.kp.org/permanentejournal/fall99pj/habits.pdf
Beckman, H.B. and Frankel, R.M. The Effect of Physician Behavior on the
Collection of Data Ann Intern Med. 1984; 101: 692-6.
http://annals.org/article.aspx?articleid=699136
Silverman, J. Kurtz, S. and Draper, J. Skills For Communicating With
Patients , 2nd edition, Radcliffe Publishing, 2005.
http://www.rcgp.org.uk/shop/books/medical-disciplines/communicating-and-consulting/skills-for-communicating-with-patients.aspx