Статья: Система обработки жалоб (service recovery system) в сфере банковских услуг
1. “Business Excellence: What Is To Be Done”. The 6th World Congress for TQM. CD-ROM, 2000.
2. “Measuring Customer Loyalty.” Customer Satisfaction Measurement: 19-21.
3. Mason, Barry J. “The Art of Service Recovery”.
4. “The Wisdom of Complaints: Service Recovery Begins With Customer”.
5. Tax, Stephen S., and Stephen W. Brown. “Recovering and Learning from Service Failure”.
6. Zeithaml, Valarie A., and Mary Jo Bitner. Service Marketing: Integrating Customer Focus Across the Firm. New York: McGraw-Hill, 2000.
7. Zemke, Ron, and Chip Bell. Knock Your Socks Off Service Recovery, 2000.
8. Майдебура, Елена В. Маркетинг Услуг. Киев: ВИРА-Р, 2001.