Nicastro, Ernest: "Take A Proactive Approach to Customer Retention" Retailer News, Aug/Sept. 1998, [2]www.retailer.com
Retail Management
Nicastro, Ernest: "Take A Positive Approach to Customer Retention..." Retailer News, Aug/Sept. 1999
Retail Management
Kohler Company: (2004). Competency Connection Focus In The End Customer #1 - Customer Connections. Kohler, WI.
Leadership Development Program
Uncles, Mark D., Dowling, Grahame R., and Hammond, Kathy, "Customer Loyalty and Customer Loyalty Programs." University of New South Wales School of Marketing Working Paper 98/6, University of New South Wales Web site. 27 Nov. 2004.
Loyalty Programs
J.D. Power and Associates Reports. (July 30, 2003). Customer Satisfaction with Residential Electric Utilities Reaches All-Time High, Despite Customer-Reported Increases in Electricity Spending. Electric Utility Residential Customer Satisfaction Study. Ret
Motivation Processes
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