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  • 1- Nigel Hill, Gim Alexander, Hand Book of Satisfaction and Loyalty Measurement, Second Edition, England,

    Gower Publishing, 2000.

    2- Sheila Kessler, Measuring and Managing Customer Satisfaction, First Edition, United State of America,

    American Society for Quality, 1996.

    3- Adrian Payne, Handbook of CRM, First Edition, England, Butterworth-Heinemann, 2006.

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    5- Philip Kotler, Gray Armstrong, Peggy H. Cunningham, Principle of Marketing, Sixth Canadian Edition,

    Canada, Pearson Education Canada Inc., 2005.

    6- Duane Davis, Business Research for Decision Making, Sixth Edition, Canada, Thomson Brooks/Cole, 2005.

    7- Bob E. Hayes, Measuring Customer Satisfaction (Survey Design, Use, and Statistical Analysis Methods),

    Second Edition, United State of America, American Society for Quality, 1998.