References

• 1990Zero defections: quality comes to services.5,373 cited
• 2010Cost Accounting: A Managerial Emphasis,2,496 cited
• 1992Research Methods in Social Relations2,081 cited
• 1996The loyalty effect: The hidden force behind growth, profits, and lasting value1,430 cited
• 2001The Loyalty Effect1,406 cited
• 1993Loyalty-based management.1,317 cited
• 1995The One to One Future: Building Relationships One Customer at a Time696 cited
• 1995The one to one future297 cited
• 1997The one-to-one future of fundraising153 cited
• 1995Customer profitability analysis:122 cited
• 1995Applications for the lifetime value model in modern newspaper publishing80 cited
• 1996Building Brands Directly: Creating Business Value from Customer Relationships78 cited
• 1996Building Brands Directly44 cited
• 1997Customer Lifetime Value: An application in the rural petroleum market39 cited
• 1997Student guide and review manual, Cost accounting : a managerial emphasis, ninth edition, [by] Horngren, Foster, Datar31 cited
• 1997Management Accounting (2Nd Ed.)