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
Survey report on "Customer Satisfaction on the Way Up", American Customer Satisfaction Index, February 2002
Customer Loyalty in the Hotel Industry
Gordon, P. J. (1993) Customer satisfaction research reaps rewards Quality Congress. ASQ's ... Annual Quality Congress Proceedings., 32, 39-40,
'Six-Sigma'
Douglas, P. C. and Erwin, J. (2000) Six Sigma's focus on total customer satisfaction The Journal for Quality and Participation, 23, 45-49,
'Six-Sigma'
Hallowell, r., Schlesigner, L.A., & Zornitsky, J. (1996). "Internal service quality, customer and job satisfaction: Linkages and implications for management." Human Resource Planning, 19(2): 20-31
Organizational Rewards System
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