* {{cite encyclopaedia|ref=harv|article=Customer|encyclopedia=Encyclopedia of health care management|series=Sage eReference|editor1-first=Michael J.|editor1-list=Stahl|publisher=SAGE|year=2004|isbn=978-0-7619-2674-0|first=Richard C.|last=Reizenstein}}▼
* {{cite book|ref=harv|title=Customer Service Delivery: Research and Best Practices|volume=20|series=J-B SIOP Professional Practice Series|editor1-first=Lawrence|editor1-last=Fogli|publisher=John Wiley and Sons|year=2007|isbn=978-0-7879-8310-9|chapter=Customer Service from the Customer's Perspective|first=Stephanie D.|last=Kendall}}
* {{cite book|ref=harv|title=Essentials of Marketing|first=Jim|last=Blythe|edition=4th|publisher=Pearson Education|year=2008|isbn=978-0-273-71736-2}}
* {{cite book|ref=harv|title=Introduction to marketing|first=John|last=Frain|edition=4th|publisher=Cengage Learning EMEA|year=1999|isbn=978-1-86152-147-7|chapter=Customers and customer buying behaviour}}
* {{cite book|ref=harv|title=Preface to Management (Paragon Books)|first1=B.B.|last1=Kansal|first2=P.C.K.|last2=Rao|publisher=Ganga Dhar Chaudhary|year=2006|chapter=Environmental Factors in Management|isbn=978-81-89091-00-2}}
* {{cite book|ref=harv|title=CustomerIntroduction Serviceto Delivery: Research and Best Practicesmarketing|volumefirst=20John|serieslast=J-B SIOP Professional Practice SeriesFrain|editor1-firstedition=Lawrence|editor1-last=Fogli4th|publisher=JohnCengage WileyLearning and SonsEMEA|year=20071999|isbn=978-01-787986152-8310147-97|chapter=CustomerCustomers Serviceand fromcustomer thebuying Customer's Perspective|first=Stephanie D.|last=Kendallbehaviour}}
* {{cite book|ref=harv|title=Managing quality: managerial and critical perspectives|first=Mihaela|last=Kelemen|publisher=SAGE|year=2003|isbn=978-0-7619-6904-4}}
* {{cite book|ref=harv|title=Joseph M. Juran: critical evaluations in business and management|editor1-first=John Cunningham|editor1-last=Wood|editor2-first=Michael C.|editor2-last=Wood|publisher=Routledge|year=2005|isbn=978-0-415-32571-4|first1=Carol A.|last1=Reeves|first2=David A.|last2=Bednar|chapter=Defining Quality}}
▲* {{cite encyclopaedia|ref=harv|article=Customer|encyclopedia=Encyclopedia of health care management|series=Sage eReference|editor1-first=Michael J.|editor1-list=Stahl|publisher=SAGE|year=2004|isbn=978-0-7619-2674-0|first=Richard C.|last=Reizenstein}}
* {{cite book|ref=harv|first=Christian|last=Stracke|chapter=Process-oriented quality management|title=Handbook on quality and standardisation in e-learning|editor1-first=Ulf-Daniel|editor1-last=Ehlers|editor2-first=Jan Martin|editor2-last=Pawlowski|publisher=Springer|year=2006|isbn=978-3-540-32787-5}}
* {{cite book|ref=harv|title=Six Sigma: SPC and TQM in manufacturing and services|first=Geoff|last=Tennant|publisher=Gower Publishing|year=2001|isbn=978-0-566-08374-7}}
