5Roger Hallowell (1996), The relationships of customer satisfaction, customer loyalty, and profitability:an empirical study, Harvard Business School, Boston, MA, USA
6Paola Gritti, Nicolai J. Foss (2007), Customer Satisfaction and Competencies: An Econometric Study of an Italian Bank SMG WP 10/2007 , Center for Strategic Management and Globalization Copenhagen Business School
7Anderson EW, Fox'nell C, Lehmannn DR, ( 1994 ), Customer Satisfaction, Market Share, and Profitability: Findings from Sweden, Journal of Marketing, Vol. 58, July, 53- 66
8Anderson EW, Fornell C, R, T, RUST (1997) Customer Satisfaction, Productivity, and Profit- ability: Differences between Goods and Services, Marketing Science^ (1997) : 129 -45
9Christopher D. Ittner , David F. Larcker Are Non - financial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction , Journal of Accounting Research 36:1 -35
1Eugene W Anderson, Claes Fomell. Foundation of the American Customer Satisfaction Index [ J]. Total Quality Management , 2000.
2Eugene W Anderson, Claes Fomell. Customer Satisfaction, Market Share, and Profitability: Finding From Sweden [ J ]. Journal of Marketing, 1994.
3Eugene W Anderson, Claes Fomell. Customer Satisfaction, Productivity and Profitability: Their Difference Between Goods and Service [ J ]. Marketing Science, 1997.
3Paola Gritti Nicolai J.Foss, Customer Satisfaction and Competencies: An Econometric Study of an Italian Bank SMGWP 10/2007[ M ].2007.
4Paola Gritti Nicolai d.Foss (2007), Custom-er Satisfaction and Competencies.. An Econometric Study of &n Italian B&nk SMGWP 10/2007, Center for Strategic Management and Globalization Copenhagen Business Schoo.