6Ambler, Tim and Kokkinaki, Flora. Measures ofmarketing success, Journal of Marketing Management, 1997, (13), 665-678.
7Ambler, Tim and Kokkinaki, Flora, Marketing performance measurement: Which way is up? In:A. D Neely and D. B Waggoner, Eds. Performance Measurement- Theory and Practice, Volume 1, 31 -38, 1998, Centre for Business Performance, Cambridge University, Cambridge,UK.
8Anderson, Eugene W, Fomell, Claes and Rust,Roland T, Customer satisfaction, productivity and profitability: differences between goods and services, Marketing Science, 1997, 16, 2, 129- 145.
9Bhargava, Mukesh, Dubelaar, Chris and Rarnaswami, Sridhar, Reconciling diver measures of performance: A conceptual framework and test of a methodology, Journal of Business Research,1994, (31), 235-246.
10Bonoma, Thomas V. Marketing performance assessment, Hharvard Bussiness School Press,Boston, 1998.