1. Berry, L.L. and Bendapudi, N. (2003), “Clueing‐in customers”,Harvard Business Review, February.
2. Berry, L.L., Carbone, L.P. and Haeckel, S.H. (2002a), “Managing the total customer experience”,MIT Sloan Management Review, Spring, pp. 85‐9.
3. Understanding Service Convenience
4. Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
5. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents