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1 박정식, "현대재무관리" 다산출판사 2001
2 최정환, "죽은 CRM 살아있는 CRM" 한언 2001
3 이유재, "전환비용의 선행요인 및 결과변수에 대한 연구:서비스 가입형태의 조절효과를 중심으로" 20 (20): 1-28, 2005
4 이유재, "서비스마케팅" 학현사 2004
5 이유재, "고객만족형성과정의 제품과 서비스간 차이에 대한 연구" 8 (8): 101-118, 1997
6 박상준, "고객만족지수와 기업성과" 18 (18): 19-50, 2003
7 김건우, "고객만족과 기업성과와의 관계" 1 (1): 1-24, 1999
8 이유재, "고객만족 연구에 관한 종합적 고찰" 11 (11): 139-166, 2000
9 최영수, "경제적 부가가치와 EPS ROE의 유용성 평가" 7 : 337-352, 2000
10 Reichheld,Frederick F, "Zero Defections:Quality Comes to Services" 68 (68): 105-111, 1990
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