Return on Quality (ROQ): Making Service Quality Financially Accountable von Rust, Roland T., Zahorik, Anthony J., Keiningham, Timothy L.

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Actual Purchase as a Proxy for Share of Wallet von Perkins-Munn, Tiffany, Aksoy, Lerzan, Keiningham, Timothy L., Estrin, Demitry

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More than a feeling? Toward a theory of customer delight von Parasuraman, A, Ball, J, Aksoy, L, Keiningham, TL, Zaki, M

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Reexamining the link between employee satisfaction and store performance in a retail environment von Keiningham, Timothy L, Aksoy, Lerzan, Daly, Robert M, Perrier, Kathy, Solom, Antoine

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