References:

Books:
Michael D. Johnson, Anders Gustafsson Improving Customer Satisfaction, Loyalty, and
Profit: An Integrated Measurement and Management System" Published August 1st 2000 by
Jossey-Bass
Robert Woodruff Know Your Customer: New Approaches to Understanding Customer Value
and Satisfaction Published June 3rd 1996 by Wiley

Journals:
Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree, Mary Jo Bitner (2000) SelfService Technologies: Understanding Customer Satisfaction with Technology-Based Service
Encounters. Journal of Marketing: July 2000, Vol. 64, No. 3, pp. 50-64.
Straw, J. E. (2000). A Virtual Understanding: The Reference Interview and Question
Negotiation in the Digital Age. Reference & User Services Quarterly, 39(4), 376379.
Websites:
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