1. Anderson, J.C. and Narus, J.A. (1995), “Capturing the value of supplementary services”, Harvard Business Review, Vol. 73 No. 3, pp. 75‐83.
2. Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services
3. Bowen, D. and Lawler, E. (1998), “Empowerment im Dienstleistungsbereich”, in Meyer, A. (Ed.), Handbuch – Dienstleistungs‐Marketing, No. 1, Schäffer‐Poeschel, Stuttgart, pp. 1031‐44.
4. Bowen, D., Siehl, C. and Schneider, B. (1989), “A framework for analyzing customer service orientations in manufacturing”, Academy of Management Review, Vol. 14 No. 1, pp. 75‐95.