2Claes Fornell, Michael D.Johnson, Eugene W. Anderson, Jaesung Cha, & Barbara Everitt Bryant. "The American Customer Satisfaction Index:Nature, Purpose,and Findings". Journal of Marketing, 1996, 60, [Oct.] 3:7-18.
3Federal Consulting Group. The American Customer Satisfaction Index(ACSI)and its Value in Measuring Customer Satisfaction Washington, DC, 2001 (Apr.)
4ACSI网站. http://www.theacsi.org, 2004
5奥斯本,盖布勒,周敦仁译.改革政府—企业精神如何改革公营部门.上海:上海译文出版社,1996.
6Executive Order 12862: Setting Customer Service Stands 1993,U.S.A.
7Whites Sands,NM. Using the American Customer Satisfaction Index (ACSI) to Measure and Improve Customer Satisfaction. NASA QSR Briefing, 2001(Dec.)
8Federal Consulting Group. The American Customer Satisfaction Index(ACSI}and its Value in Measuring Customer Satisfaction. Washington, DC, 2001 (Apr.)