Sources list for DELIVERING CUSTOMER VALUE

Hollis, E. (2004). Delivering Customized Learning Solutions. Retrieved on 23 Nov 2004, from Chief Learning Officer Online. http://www.clomedia.com/content/templates/clo_nl_execbriefs_content.asp?articleid=495&zoneid=101
Custom-Built Virtual Learning Environment

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

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

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