1. Internal Service Quality: Winning from the Inside Out;Azzolini;Quality Progress,1993
2. Comparative Fit Indexes in Structural Models;Bentler;Psychological Bulletin,1990
3. The Relationship Among Customer Satisfaction, Employee Satisfaction and Profitability: A Longitudinal Analysis;Bernhardt,1994
4. Building Service Relationships: It's All About Promises;Bitner;Journal of the Academy of Marketing Science,1995
5. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents;Bitner;Journal of Marketing,1990