1. Jacobson Gary, Hillkirk John, Xerox, American Samurai (New York, NY: MacMillan, 1986) p.275.
2. Product quality: An important strategic weapon
3. A Conceptual Model of Service Quality and Its Implications for Future Research
4. For a profile of a customer-driven organization see Aaker David A., Developing Business Strategies: Second Edition (New York, NY: John Wiley & Sons, 1988), p.212–213.