References
- Cassel , C. and Eklöf , J.A. 2001 . Evaluation of Model Structures for the EPSI Framework , IFCF Publication Series .
- ECSI (1998) European Customer Satisfaction Index—Foundation and Structure for Harmonised National Pilot Projects. Report prepared by ECSI Technical Committee, ECSI Document No. 005 ed. 1 20-11-98.