1. Customer Satisfaction, Market Share, and Profitability;Anderson;Journal of Marketing,1994
2. The Antecedents and Consequences of Customer Satisfaction for Firms;Anderson;Marketing Science,1993
3. Band, William: Measuring the High Payoff From Satisfied Customers. Sales & Marketing Management in Canada (December 1988): 23–25.
4. Selected Determinants of Consumer Satisfaction and Complaint Reports;Bearden;Journal of Marketing Research,1983
5. Blasier, John, and Snyder, Joel J.: Why I'm Cautious about Customer Service. Chief Executive (June 1992): 36–39.