6Johnson, M D ; Fornell, C. A Framework for Comparing Customer Satisfaction across Individuals and Product Categories. Journal of Consumer Research, 1991, 12: 267-286.
7Yi, Y . A Critical Review of Customer Satisfaction. In V. Zeithaml(Ed.), Review of marketing. Chicago: American Marketing Association, 1991: 68-123.
8Anderson E W ; Fornell C ; Lehmann D R . Customer Satisfaction, Market Share, and Profitability: Findings from Sweden, Journal of Marketing, 1994, 59: 53-66,.
9Oliver R L . A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research,1980, 17: 460-469.
10Fornell, C . A national Customer Satisfaction Barometer: The Swedish Experience, Journal of Marketing, 1992, 56:6-21.
