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Kirk and Hohnery (2008a, March 03). Delight or defection. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/delight-or-defection
Schmid and Palmer (2008a, March 03). Grasping the moment of truth. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/grasping-the-moment-of-truth
Gadeib and Sassinot-Uny (2007a, October 28). Panel satisfaction index. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/panel-satisfaction-index
Anderson and Chen (2006a, October 08). Web mining . ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/web-mining-
Friedrichsen, Ray and Perroud (2006a, October 08). Improving the travel experience. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/improving-the-travel-experience
Garlick, R. (2006a, October 08). The myth of service recovery. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/the-myth-of-service-recovery
Passikoff, R. (2006a, October 08). The importance of first contact. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/the-importance-of-first-contact
Schwartz and Jennick (2006a, September 17). Playing the egg game. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/playing-the-egg-game
Wimbush, Fleck and Check (2006a, February 27). Customer for life. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/customer-for-life