References

• 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
• 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
• 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
• 1997Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services1,380 cited
• 1996Is job satisfaction U‐shaped in age?1,000 cited
• 2001Firm characteristics, total quality management, and financial performance564 cited
• 2000Foundations of the American Customer Satisfaction Index553 cited
• 2001The Long-Run Stock Price Performance of Firms with Effective TQM Programs371 cited
• 1998Measurement of business excellence258 cited
• 2002The impact of TQM on financial performance193 cited
• 2000Business excellence through customer satisfaction147 cited
• 2001Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study110 cited
• 2001Measuring environmental impact on society in the EFQM system91 cited
• 2002The pan-European customer satisfaction index programme—current work and the way ahead81 cited
• 2001The interactions between quality, productivity and economic performance: The case of Swedish pharmacies