5A. M. Malina,F. H. Selto, 2004, Causality in performance models, Working paper , Naval Postgraduate School.
6B. Mittal, W. M. Lassar, 1996, "The role of personalization in service encounters", Journal of Retailing, 72 ( 1 ).
7C. D. Itter,F. Larcker, 2003, "Coming up short on nonfinaneial performanc.e measurement", Harvard business review, 81.
8C. Fornell, 1995, "The quality of economic output: Empirical generalizations about its distribution and relationship to market share", Marketing Science, 14(3).
9C. Fitzgerald, T. Erdmann, 1992, "Action line", American Automotive Industry Action Group, (October).
10D. Ittner, D. F. Larcker, 1997, "The performance effects of process management techniques", Management Science, 43.
