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
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
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
Gordon, P. J. (1993) Customer satisfaction research reaps rewards Quality Congress. ASQ's ... Annual Quality Congress Proceedings., 32, 39-40,
'Six-Sigma'
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