1. Customer Satisfaction, Market Share and Profitability: Findings from Sweden;Anderson;Journal of Marketing,1994
2. Economic Consequences of Providing Quality and Customer Satisfaction;Anderson,1993
3. Linking Managerial Action to Productivity Measures;Bernolak;Quality and Productivity Management,1991
4. Mistakes that Service Companies Make in Quality Improvement;Berry;Bank Marketing,1991
5. Big Ideas in Services Marketing;Berry,1986