Bonoma, Thomas V., The Marketing Edge, The Free Press, New York, 1985.
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Brown, Stephen, De Marketing Code, Scriptum Management, Schiedam, 2006.
Anderson, Eugene W. and Sullivan, Mary W., ?The Antecedents and Consequences of Customer Satisfaction for Firms?, Marketing Science, Vol. 12, No. 2, Spring 1993, pp. 125-143.
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Rapp, Stan and Collins, MaxiMarketing, McGrawHill Book Company, Hamburg, 1988.
Berry, L.L. and Parasuraman, A., Marketing Services, The Free Press, New York, 1991.
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