Allen, D. R. (2004). Customer satisfaction research management: A comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations. ASQ Quality Press.

Allen, Danica R. Customer Satisfaction Research Management: A Comprehensive Guide to Integrating Customer Loyalty and Satisfaction Metrics in the Management of Complex Organizations. Milwaukee, Wisconsin: ASQ Quality Press, 2004.

Allen, Danica R. Customer Satisfaction Research Management: A Comprehensive Guide to Integrating Customer Loyalty and Satisfaction Metrics in the Management of Complex Organizations. ASQ Quality Press, 2004.