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    Frei

    Frei, Frances X. and Harker, Patrick T., ‘Value Creation and Process Management: Evidence from Retail Banking’, Working Paper 99-16, Financial Institutions Center, Wharton School, University of Pennsylvania

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    Frenkel

    Frenkel, Stephen, Korczynski, Marek, Shire, Karen A., and Tam, May, On the Front Line – Organization of Work in the Information Economy, ILR Press, Cornell University Press, Ithaca, 1999.

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    Furlong

    Furlong, Carla B., Marketing for Keeps – Building Your Business By Retaining Your Customers, John Wiley & Sons, Inc., New York, 1993.

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    Furness

    Furness, Peter, ‘New Pattern Analysis Methods for Database Marketing’, Journal of Database Marketing, Vol.1, No.4, 1994, pp. 297-306

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    Gaastra

    Gaastra, Reint, ‘Eerlijkheid op de balanced scorecard’, TAC, nr. 1/2, Januari/Februari 1998, p.34

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