См., например: Eugene W. Anderson, Claes Fornell, and Donald R. Lehmann, “Customer Satisfaction, Market Share, and Profitability: Findings from Sweden,” Journal of Marketing 58, no. 3 (июль 1994 г.): 53–66; Eugene W. Anderson, Claes Fornell, Sanal K. Mazvancheryl, “Customer Satisfaction and Shareholder Value,” Journal of Marketing 68, no. 4 (октябрь 2004 г.): 172–85.
