Latest News



For the latest customer satisfaction news, read the blog.


Free Downloads

Chapter 1
Download a free copy of Chapter 1 of the book.


Buy a copy of the book - Link opens in a new window


More Reading


Aaker, Kumar and Day (1998) “Marketing Research”, John Wiley & Sons, New York

Adam Smith (1776) “The Wealth of Nations”

Allen & Rao (2000) “Analysis of Customer Satisfaction Data”, ASQ Quality Press, Milwaukee

Anderson and Sullivan (1993) “The Antecedents and Consequences of Customer Satisfaction for Firms”, Marketing Science, 12 (Spring).

Barwise and Meehan (2004) “Simply Better: Winning and keeping customers by delivering what matters most”, Harvard Business School Press, Boston

Bennett, Deborah (1999) “Randomness”, Harvard University Press, Cambridge, Massachusetts

Claes Fornell et al, “The American Customer Satisfaction Index at Ten Years: Implications for the Economy, Stock Returns and Management”, Stephen M Ross School of Business, University of Michigan, 2005

Crimp, Margaret (1985) “The Marketing Research Process”, Prentice-Hall, London

Dholakia and Morwitz (2002) “How Surveys Influence Customers”, Harvard Business Review, 80 (5)

Finn, Adam (2005) “Reassessing the Foundations of Customer Delight”, Journal of Service Research 8 (2)

Fornell, Claes (1995), "The Quality of Economic Output: Empirical Generalizations About Its Distribution and Association to Market Share," Marketing Science, 14 (Summer), G203-G211. 

Fornell, Claus (2001) “The Science of Satisfaction”, Harvard Business Review March-April

Gale, Bradley T (1994) “Managing Customer Value”, Free Press, New York

Gordon & Langmaid (1998) “Qualitative Market Research” Gower, Aldershot

Gruca and Rego (2003) “Customer Satisfaction, Cash Flow and Shareholder Value”, Marketing Science Institute

Heskett, Sasser and Schlesinger (1997) “The Service-Profit Chain”, Free Press, New York

Heskett, Sasser and Schlesinger (2003) “The Value-Profit Chain”, Free Press, New York

Hill and Alexander (2006) “The Handbook of Customer Satisfaction and Loyalty Measurement”, Gower, Aldershot

Johnson and Gustafsson (2000) “Improving Customer Satisfaction, Loyalty and Profit”, Jossey-Bass, San Francisco

Johnson, Michael D (1998) “Customer Orientation and Market Action”, Prentice-Hall, Upper Saddle River, New Jersey.

Jones and Sasser (1995) “Why Satisfied Customers Defect”, Harvard Business Review, 73 (November-December)

Kano, Nobuhiku, Fumio and Shin-ichi (1984), "Attractive quality and must be quality", Quality, Vol. 14 No.2

Keiningham and Vavra (2003) “The Customer Delight Principle”, McGraw-Hill, Chicago

Kervin, John B (1992) “Methods for Business Research”, Harper Collins, New York

Kish, L (1965) “Survey Sampling”, Wiley, New York

Levitt, Theodore (1969) “The Marketing Mode”, Mc-Graw-Hill, New York

Levitt, Theodore (1980) “Marketing Success through Differentiation  - of Anything”, Harvard Business Review, January – February

McGivern, Yvonne (2003) “The Practice of Market and Social Research”, Prentice Hall / Financial Times, London

Morrison, Colman and Preston (1997) “Mystery customer research: cognitive processes affecting accuracy”, Journal of the Market Research Society, 46 (4)

Myers, James H (1999) “Measuring Customer Satisfaction: Hot Buttons and Other Measurement Issues”, American Marketing Association, Chicago

Norman and Streiner (1999) “PDQ Statistics”, B.C.Decker Inc, Hamilton, Ontario

Oliver, R (1997) “Satisfaction: A behavioral perspective on the consumer”, McGraw-Hill, New York

Oppenheim, A N (1992), “Questionnaire Design, Interviewing and Attitude Measurement”, Pinter Publishers, London

Parasuraman, Berry and Zeithaml (1985) “A conceptual model of service quality and its implications for future research”, Journal of Marketing, 49(4)

Parasuraman, Berry and Zeithaml (1988) “SERVQUAL: a multiple-item scale for measuring perceptions of service quality”, Journal of Retailing 64(1)

Pearson & Kendall, “Studies in the history of statistics and probability”, Charles Griffin & Co, London 1970

Pearson and Kendall (1970) “Studies in the history of statistics and probability”, Charles Griffin & Co, London

Peters and Austin: (1986) “A Passion for Excellence”, William Collins, Glasgow

Rice and Hofmeyr (2001) “Commitment-Led Marketing”, John Wiley & Sons, New York

Rubin & Rubin (1995) “Qualitative Interviewing: The Art of Hearing Data”, Sage, London

Rucci, Kern and Quinn (1998) “The Employee-Customer Profit Chain at Sears”, Harvard Business Review January-February

Rust, Zahorik and Keiningham (1994) “Return on Quality: Measuring the financial impact of your company’s quest for quality”, McGraw-Hill, New York

Schneider and Bowen, (1999) “Understanding Customer Delight and Outrage”, Sloan Management Review, 41 (Fall)

Schneider and White (2004) “Service Quality: Research Perspectives”, Sage Publications, Thousand Oaks, California

Taylor, Andy, (2003) “Top box: Rediscovering customer satisfaction”, Business Horizons, September-October

Webster & Wind (1972) “Organizational Buying Behavior”, Prentice-Hall, Englewood Cliffs NJ

Wittink, D and Bayer, L (1994), “Statistical analysis of customer satisfaction data: results from a natural experiment with measurement scales”, Working paper 94-04, Cornell University Johnson Graduate School of Management. 

Zaltman, Gerald (2003) "How Customers Think", Harvard Business School Press, Boston

Zeithaml & Bitner (2000) “Services marketing: Integrating customer focus across the firm”, McGraw-Hill, Boston

Zeithaml, Parasuraman and Berry (1990) “Delivering Quality Service”, Free Press, New York


The Leadership Factor - Link opens in a new window