8/17/2019 References APA sample

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References:

Books:

Michael D. Johnson, Anders Gustafsson “Improving Customer Satisfaction, Loalt, and

!rofit" An Integrated Measurement and Management Sstem# !u$lished August %st &''' $

Josse()ass

*o$ert +oodruff “no- our Customer" /e- Approaches to 0nderstanding Customer 1alue

and Satisfaction2 !u$lished June 3rd %445 $ +ile

Journals:

Matthe- L. Meuter, Am L. 6strom, *o$ert I. *oundtree, Mar Jo )itner 7&'''8 Self(

Service 9echnologies" 0nderstanding Customer Satisfaction -ith 9echnolog()ased Service

:ncounters. Journal of Mar;eting" Jul &''', 1ol. 5