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Sá Lucas, L. (1995a, May 01). A 2E2N approach to customer satisfaction surveys. ANA - ESOMAR. Retrieved June 29, 2024, from
https://ana.esomar.org/documents/a-2e2n-approach-to-customer-satisfaction-surveys
Bullard, M. D. (1994a, September 01). Accountability for actioning results. ANA - ESOMAR. Retrieved June 29, 2024, from
https://ana.esomar.org/documents/accountability-for-actioning-results
Traversari, L. (1994a, June 15). Customer satisfaction application in the information technology sector. ANA - ESOMAR. Retrieved June 29, 2024, from
Barabba, V. P. (1994a, June 15). Listen, learn and lead. ANA - ESOMAR. Retrieved June 29, 2024, from
https://ana.esomar.org/documents/listen-learn-and-lead
Waterhouse and Morgan (1994a, June 15). Using research to help keep good customers. ANA - ESOMAR. Retrieved June 29, 2024, from
https://ana.esomar.org/documents/using-research-to-help-keep-good-customers
Lagendijk, P. (1994a, June 15). Insurance brokers and their clients. ANA - ESOMAR. Retrieved June 29, 2024, from
https://ana.esomar.org/documents/insurance-brokers-and-their-clients
Rao, M. (1994a, June 15). The mismeasure of satisfaction. ANA - ESOMAR. Retrieved June 29, 2024, from
https://ana.esomar.org/documents/the-mismeasure-of-satisfaction
McNeil and Carpenter (1994a, June 15). Is customer satisfaction really reflected in traditional customer satisfaction measures?. ANA - ESOMAR. Retrieved June 29, 2024, from
Topping, N. (1994a, June 15). Measuring up to your own standards. ANA - ESOMAR. Retrieved June 29, 2024, from
https://ana.esomar.org/documents/measuring-up-to-your-own-standards