1. , and Student Retention and Satisfaction: The Evolution of a Predictive Model. Paper presented at the 38th annual AIR Forum, Minneapolis, Minn., May 1998. (ED 424 797)
2. Relationship building as a retention strategy: linking relationship attitudes and satisfaction evaluations to behavioral outcomes
3. An Experimental Study of Customer Effort, Expectation, and Satisfaction
4. “ Investigating a Two-Dimensional Approach to the Assessment of Student Satisfaction: Validation of the Student Satisfaction Inventory.” Unpublished doctoral dissertation, Temple University, 1995.
5. Student Satisfaction and Institutional Success. Paper presented at the 43rd annual AIR Forum, Tampa, Fla., May 2003.