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Reichfield, F. and Sasser, W. (1990) `Zero defections: quality comes to customer service', Harvard Business Review, Sept-October, pp.105-111.
The Six Sigma Concept
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
Davis, K. E. & Latty-Mann, H. (1987). Love styles and relationship quality: A contribution to validation. Journal of Social and Personal Relationships, (4), 409-428.
Sternberg's Theory of Love
Willson, Victor L. "An empirical investigation of the relationships between service quality, satisfaction and behavioral intentions among visitors to a wildlife refuge. Journal of Leisure Research, (2002, January 1). Database on line. Available from Highb
Distinction between Satisfaction and Service Quality
, Jenn-Yu T., Irwin N. S., & Doyle, K.W. (2002) Fear of Abandonment as a Mediator of the Relations Between Divorce Stressors and Mother-Child Relationship Quality and Children's Adjustment Problems. Journal of Abnormal Child Psychology. 30: 401-417.
Divorce and Middle Childhood
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