1. Business marketing: Understanding what customers value;Anderson;Harvard Business Review,1998
2. The impact of critical incidents on customer satisfaction in business-to-business relationships;Backhaus;Journal of Business-to-Business Marketing,2000
3. Complaint voicing by industrial buyers;Barksdale;Industrial Marketing Management,1984
4. “Exit, voice and loyalty” in business to business markets;Blois;The IMP Journal,2008
5. Industrial buying behavior;Bonoma,1977