Marketing

Nunes Paul F. , and Cespedes Frank V. ‘The Customer has Escaped’, Harvard Business Review, Vol. 81, Issue 11. Nov 2003, p. 96.

Bougie Roger , Pieters Rik , and Zeelenberg Marcel ‘Angry Customers Don't Come Back, They Get Back: The Experience and Behavioural Implications of Anger and Dissatisfaction in Services’, Journal of the Academy of Marketing Science, Vol. 31, Issue 4, Fall 2003. p. 377.

Morgan Ivor , and Rao Jay ‘Making Routine Customer Experiences Fun’, MIT Sloan Management Review, Vol. 45, Issue 1, Fall 2003, p. 93.

Foreman Susan ‘Corporate Identity, Theatre and Pricing’, Manager Update, Volume 14, Issue 1 Autumn 2002.

Aaker David ‘The Power of the Branded Differentiator’, MIT Sloan Management Review, Vol. 45 Issue 1, Fall 2003, p. 83.