1. Anderson, Eugene W. (1993). ?Firm, Industry, and National Indices of Customer Satisfaction.? In T. Swartz, S. Brown, and D.E. Bowen (eds.),Advances In Services Marketing Management. JAI Press, Greenwich, CT.
2. Anderson, Eugene W., and Claes Fornell. (1993). ?A Customer Satisfaction Research Prospectus.? In Richard Oliver and Roland Rust (eds.),Frontiers In Services Marketing. Newbury Park, CA: Sage.
3. Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann. (1993). ?Customer Satisfaction, Market Share, and Profitability.? Working paper, National Quality Research Center, University of Michigan.
4. Anderson, Eugene W., and Mary W. Sullivan. (1993). ?The Antecedents and Consequences of Customer Satisfaction,?Marketing Science 12 (Spring), 125?143.
5. Boulding, William, Richard Staelin, Ajay Kalra, and Valerie Zeithaml. (1992). ?Conceputalizing and Testing a Dynamic Process Model of Service Quality,? Technical working paper 92-121, Marketing Science Institute (August).