3Heskett J L, Jones T O, Loveman G W, et al. 1994. Putting the Service-Profit Chain to Work. Harvard Business Review, Volume: 72 Issue: 2 Pages: 164-174. Also: 2008. Volume: 86 Issue: 7-8 Pages: 118-129.
4Sasser W. Earl, Kim B. Clark, David A. Garvin, Margaret B W. Graham, Ramchandran Jaikumar, and David H. Maister. 1982. Cases in Operations Management: Analysis and Action. Richard D. Irwin Ine,.
5Heskett J L, et al. Lessons in the service sector[J]. Harvard Business Review, 1987,65: 118-126.
6Philip Kotler,Gary Armstrong. Principles of Marketing (the Prentice Hall Series in Marketing). Published by Prentice Hall, 1994.
7Schlesinger, Leonard A. Breaking the cycle of failure in services[J]. Sloan Management Review, 1991,32(3):17-28.
8Anon. The service profit chain-Heskett J L, Sasser W E, Schlesinger LA[J]. Sloan Management Review, 1997, 38 (3) : 107-107.
9James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger. 2003. The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees. Published by Simon and Schuster.
10Anthony J. Rucci, Steven P. Kirn, and Richard T. Quinn. 1998. The Employee-Customer-Profit Chain at Sears. Harvard Business Review, January-Februray.