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Kehr, W. (1991a, September 08). Customer satisfaction research. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/customer-satisfaction-research
Crosby, L. A. (1991a, September 08). An assessment of the state of customer satisfaction measurement research. ANA - ESOMAR. Retrieved September 27, 2024, from
Brandt and Cooler-De Solliers (1991a, September 08). A process for using measures of customer satisfaction to direct service quality improvements . ANA - ESOMAR. Retrieved September 27, 2024, from
Jarvis and Scharioth (1991a, September 08). Beyond customer satisfaction . ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/beyond-customer-satisfaction-
Ameel , A. (1991a, September 08). Cross-linking the quality expectations of the customer to quality control measures on the factory floor. ANA - ESOMAR. Retrieved September 27, 2024, from
Cheng and Dubow (1991a, September 08). Measuring customer satisfaction . ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/measuring-customer-satisfaction-
Hinderaker, S. C. (1991a, September 08). Using consumer data to ensure quality service in Europe . ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/using-consumer-data-to-ensure-quality-service-in-europe-
B.V., E. (1991a, August 01). Marketing and research today (August 1991). ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/marketing-and-research-today-august-1991-
Sarel, D. (1991a, June 15). Measuring perceived quality and satisfaction. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/measuring-perceived-quality-and-satisfaction