References
- American Customer Satisfaction Index: http://www.theacsi.org
- Fornell, Claes, Sunil Mithas, Forest V. Morgenson III, and M.S. Krishan (2006), “Customer Satisfaction and Stock Prices: High Returns, Low Risk”, Journal of Marketing, 70 (January), pp. 1 - 14.
- Gruca, Thomas S. and Lopo L. Rego (2005), “Customer Satisfaction, Cash Flow, and Shareholder Value”, Journal of Marketing, 69 (July), pp. 115 - 30.
- Anderson, Eugene W., Claes Fornell, and Sanal K. Mazvancheryl (2004), “Customer Satisfaction and Shareholder Value”, Journal of Marketing, 68 (October), pp. 172 - 85.