Zeithaml, A, Pasuraman, A., Berry, L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press Division of Macmillan, Inc.\001
Customer Retention
Plunkett and Attner "Meeting and Exceeding Customer Expectations" (1999)6^th Edition
Future Success of Brands
Zeithaml, Valarie A., A. Parasuraman, and Leonard L. Berry. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press, 1990.
Library Services Performance
Zeithaml, A, Pasuraman, A., Berry, L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press Division of Macmillan, Inc.\001
Consumer Psychology and Marketing Performance
Donogh, J. 2000, Customer Loyalty--From the Customer's Perspective, [Online]. <http://www.refresher.com/!loyalty2.html>. [Retrieved August 15, 2005], 5 pages.
United Kingdom's Automobile Industry
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