| title | ISBN-13 (ISBN-10) | year of publica- tion | other author(s) |
|---|---|---|---|
| Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification | 978-0-87389-500-2 (0-87389-500-2) | 2001 | |
| Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs | 978-0-87389-405-0 (0-87389-405-7) | 1997 | |
| Loyalty Myths: Hyped Strategies That Will Put You Out of Business -- and Proven Tactics That Really Work | 978-0-471-74315-6 (0-471-74315-1) | 2005 | Timothy L. Keiningham · Lerzan Aksoy · Henri Wallard |