1. Heskett, J. L., & Schlesinger, L. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164–174.
2. Reichheld, F., & Schefter, P. (2000). E-loyalty: Your secret weapon on the Web. Harvard Business Review, 78(4), 105–113.
3. Reichheld, F. P., & Sasser, W. E. (1990). Zero defeciions: Quoliiy comes to services. Harvard Business Review, 68(5), 105–111.
4. Chow, S., & Holden, R. (1997). Toward an understanding of loyalty: The moderating role of trust. Journal of Managerial Issues, 9(3), 275–298.
5. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(April), 31–46.