1. Service America! Doing Business in the New Economy;Albrecht,1985
2. Hospital Statistics, 1990–1991 Edition,1991
3. Consumers complain—does business respond?;Andreasen;Harvard Business Review,1977
4. Patients no more: More and more women are saying that doctors are treating them with too little respect;Anstett;Detroit Free Press.,1991
5. Specific billing cuts patient complaints;Bailey;Modern Hospital,1969