[Abdolazimian, F. & Mansouri, S. (2008). Business Process Reengineering by Rational Unified Process (RUP) Methodology, World Applied Sciences Journal, 4(Supplement 2): 33-42.]Search in Google Scholar
[Anderson, E. W., Fornell, C. & Lehmann, D. R. (1994). Customer satisfaction, market share and profitability: Findings from Sweden, Journal of Marketing, 58(3): 53-65.10.2307/1252310]Open DOISearch in Google Scholar
[Anderson, E. W. & Mittal, V. (2000). Strengthening the Satisfaction-Profit Chain, Journal of Service Research, 3(2): 107-120. DOI: 10.1177/10946705003200110.1177/109467050032001]Open DOISearch in Google Scholar
[Anderson, E. W. & Sullivan, M. W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms, Marketing Science, 12(2): 125-143, DOI: 10.1287/mksc.12.2.12510.1287/mksc.12.2.125]Open DOISearch in Google Scholar
[Bateson, E. G. J. & Hoffman, K. D. (1999). Managing Services Marketing, The Dryden Press, Orlando.]Search in Google Scholar
[Babakus, E. & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale, Journal of Business Research, 24 (1): 253-68. DOI: 10.1016/0148-2963(92)90022-410.1016/0148-2963(92)90022-4]Open DOISearch in Google Scholar
[Bonicalzi, B. N. (2004). Analysis of customer relationship profitability in a car dealership. PhD dissertation, Argosy University, Sarasota.]Search in Google Scholar
[Boulding, W., Kalra, A., Staelin, R. & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions, Journal of Marketing Research, 30(2): 7-27.10.2307/3172510]Open DOISearch in Google Scholar
[Bouman, M. & van der Wiele, T. (1992). Measuring service quality in the car service industry: building and testing an instrument, International Journal of Service Industry Management, 3(4): 4-16. DOI: 10.1108/0956423921001944110.1108/09564239210019441]Open DOISearch in Google Scholar
[Brown, T. J., Churchill, G. A. & Peter, J. P. (1993). Improving the measurement of service quality. Research note. Journal of Retailing, 69(1): 127-139. DOI: 10.1016/S0022-4359(05)80006-510.1016/S0022-4359(05)80006-5]Open DOISearch in Google Scholar
[Buttle, F. (1996). SERVQUAL: review, critique, research agenda, European Journal of marketing, 30(1): 8-31. DOI: 10.1108/0309056961010576210.1108/03090569610105762]Open DOISearch in Google Scholar
[Carpinetti, L. C. R., Buosi, T. & Gerólamo, M. C. (2003). Quality management and improvement. A framework and a business-process reference model, Business Process Management Journal, 9(4): 543-554. DOI: 10.1108/1463715031048455310.1108/14637150310484553]Open DOISearch in Google Scholar
[Cheung, C. M. K. & Lee, M. K. O. (2009). User Satisfaction with an Internet-Based Portal: An Asymmetric and Nonlinear Approach, Journal Of The American Society For Information Science And Technology, 60(1): 111-122. DOI: 10.1002/asi.20946.10.1002/asi.20946]Open DOISearch in Google Scholar
[Cronin, J. J. Jr & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension, Journal of Marketing, 56 (7): 55-68.10.2307/1252296]Open DOISearch in Google Scholar
[Cronin, J. J. Jr & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance based and perceptions-minus expectations measurement of service quality, Journal of Marketing, 58 (1): 125-31.10.2307/1252256]Open DOISearch in Google Scholar
[Ćoćkalo, D., Đorđević, D. & Sajfert, Z. (2011). Customer Satisfaction and Acceptance of Relationship Marketing Concept: An Exploratory Study in QM Certified Serbian Companies, Organizacija, 44 (2): 32-46. DOI: 10.2478/v10051-011-0004-y10.2478/v10051-011-0004-y]Open DOISearch in Google Scholar
[Dong, S., Ding, M., Grewal, R. & Zhao, P. (2011). Functional forms of the satisfaction-loyalty relationship, International Journal of Research in Marketing, 28: 38-50. DOI:10.1016/j.ijresmar.2010.09.002.10.1016/j.ijresmar.2010.09.002]Open DOISearch in Google Scholar
[Eklöf, J. A., Hackl, P. & Westlund, A. (1999). On measuring interactions between customer satisfaction and financial results, Total Quality Management, 10(4 & 5): 514-522. DOI: 10.1080/0954412997479.10.1080/0954412997479]Open DOISearch in Google Scholar
[Gaber, D., Prosen, Ž., Šter, G. & Jesenko, M. (2008). Zaznava kakovosti študija in zadovoljstvo študentov s študijem na fakulteti za organizacijske vede, [Quality of Study Perception and Students Satisfaction of Study at Faculty of Organisational Science], Organizacija, 41(1): 57-67.]Search in Google Scholar
[Gotlieb, J. B., Grewal, D. & Brown, S. W. (1994). Consumer satisfaction and perceived quality: Complementary or divergent constructs?, Journal of Applied Psychology, 79(6), 875-885. DOI: 10.1037/0021-9010.79.6.87510.1037/0021-9010.79.6.875]Open DOISearch in Google Scholar
[Goubbott, M. & Hogg, G. (1997). Services Marketing Management., The Dryden Press, London.]Search in Google Scholar
[Grönroos, C. (1984). A service quality model and its marketing implications, European Journal of Marketing, 18(4): 36-44. DOI: 10.1108/EUM000000000478410.1108/EUM0000000004784]Open DOISearch in Google Scholar
[Grönroos, C. (1990) Service Management and Marketing. Managing the Moments of Truth in Service Competition. Lexington, MA: Lexington Books.]Search in Google Scholar
[Grönroos, C. (2000) Relationship marketing: The Nordic school perspective. In J. N. Sheth and A. Parvatiyar (Eds.), Handbook of Relationship Marketing, pp. 95-117. Thousand Oaks, CA: Sage.10.4135/9781452231310.n4]Search in Google Scholar
[Harris, D. (2002). New BMW bonus plan goes easier on dealers, Automotive News, Detroit.]Search in Google Scholar
[Hart, Ch.W. (2007). Beating the market with customer satisfaction, Harvard Business Review, March 2007: 30-32.]Search in Google Scholar
[Hayes, B. E. (2008). Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods. Milwaukee, WI: ASQ Quality Press.]Search in Google Scholar
[Hedvall, M.-B. & Paltschik, M. (1989). An investigation in, and generation of, service quality concepts, in Avlonitis, G. J. et al. (Eds.), Marketing Thought and Practice in the 1990s, European Marketing Academy, Athens, pp. 473-83.]Search in Google Scholar
[Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (1997). The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. New York: Free Press.]Search in Google Scholar
[Iacobuci, D., Grayson, K. A. & Ostrom, A. L. (1994). The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration. In A. Swartz, D. E. Bowen & S. W. Brown (Eds.), Advances in Services Marketing and Management: Research and Practice. Stamford, CT: JAI Press.]Search in Google Scholar
[Jesenko, J., Purič, I. & Kovač, J. (2009). Zadovoljstvo diplomantov FOV UM z izobraževalnim procesom in delom, ki ga opravljajo, [Quality of Study Perception and Students Satisfaction of Study at Faculty of Organisational Sciences] Organizacija, 42(3): 110-121.]Search in Google Scholar
[Johnson, D. M. & Gustafsson, A. (2000). Improving Customer Satisfaction, Loyalty, and Profit, Josey-Bass, San Francisco.]Search in Google Scholar
[Kohn, J. (2002) Isuzu has IDEA for boosting sales, Automotive News, 76(5973):41.]Search in Google Scholar
[Kristensen, K., Martensen, A. & Gronholdt, L. (1999). Measuring the impact of buying behaviour on customer satisfaction, Total Quality Management, 10(4-5): 602-614. DOI: 10.1080/095441299758710.1080/0954412997587]Open DOISearch in Google Scholar
[Ladhari, R. (2008) Alternative measures of service quality: A review. Managing Service Quality, 18(1): 65-86. 10.1108/0960452081084284910.1108/09604520810842849]Search in Google Scholar
[Lanza, K. M. (2008) The antecedents of Automotive Brand Loyalty and Repurchase Intentions, doctoral dissertation, University of Phoenix.]Search in Google Scholar
[Lovelock, C. & Wright, L. (1999). Principles of Service Marketing and Management. Englewood Cliffs, NJ: Prentice Hall.]Search in Google Scholar
[Lehtinen, J. R. & Lehtinen, O. (1982). Service quality: a study of quality dimensions, unpublished working paper, Service Management Institute, Helsinki.]Search in Google Scholar
[Lewis, B. R. (1995). Measuring consumer expectation and satisfaction, Esomar, Amsterdam.]Search in Google Scholar
[Litrop, S. & Piskar, F. (2011). Banke in gospodarska kriza: zadovoljstvo uporabnikov e-bančništva NLB, [Banks and the Economic Crisis: NLB E-banking User Satisfaction], Organizacija, 44(1): 23-29.]Search in Google Scholar
[Mangold, G. W. & Babakus, E. (1991). Service quality: the front-stage perspective vs. the back stage perspective, Journal of Services Marketing, 5(4): 59-70. DOI: 10.1108/0887604911003567510.1108/08876049110035675]Open DOISearch in Google Scholar
[Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B. & Pichler, J. (2004). The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance-performance analysis, Industrial Marketing Management, 33(4): 271-277. DOI: 10.1016/S0019-8501(03)00055-510.1016/S0019-8501(03)00055-5]Open DOISearch in Google Scholar
[Mittal, V., Ross, W. & Baldasare, P. M. (1998). The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions, Journal of Marketing, 62(1): 33-47.10.2307/1251801]Open DOISearch in Google Scholar
[Ograjenšek, I. & Gal, I. (2011). The Concept and Assessment of Customer Satisfaction, In: Modern Analysis of Customer Surveys: With Applications Using R (Eds R. S. Kenett & S. Salini), John Wiley & Sons, Ltd, Chichester, UK. DOI: 10.1002/9781119961154.ch710.1002/9781119961154.ch7]Open DOISearch in Google Scholar
[Ograjenšek, I. & Žabkar, V. (2010). Enhancing the value of survey data on consumer satisfaction in the frame of a consumer loyalty programme: Case of a Slovenian retailer. Quality Technology and Quantitative Management, 7(2): 133-147.]Search in Google Scholar
[Oliver, R. L. (1996). Satisfaction. International Edition, McGraw-Hill, New York.]Search in Google Scholar
[Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Customer, McGraw-Hill, New York.]Search in Google Scholar
[Parasuraman, A., Zeithaml, V. & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, Fall: 41-50.]Search in Google Scholar
[Parasuraman, A., Zeithaml, V. & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 1: 12-40.]Search in Google Scholar
[Parasuraman, A., Berry, L. L. & Zeithaml, V. (1991). Understanding, measuring and improving service quality: Findings from a multiphase research program. In S. W. Brown, E. Gummesson, B. Edvardsson and B. Gustavsson (Eds.), Service Quality. Multidisciplinary and Multinational Perspectives, pp. 253-268. Lexington, MA: Lexington Books.]Search in Google Scholar
[Parasuraman, A., Zeithaml, V. & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58(1):111-124.10.2307/1252255]Open DOISearch in Google Scholar
[Richard, M. D. & Allaway, A. W. (1993). Service quality attributes and choice behavior, Journal of Service Marketing, 7(1): 59-68. DOI: 10.1108/0887604931002610510.1108/08876049310026105]Open DOISearch in Google Scholar
[Rust, R. T. & Oliver, R. L. (1994). Service Quality. Thousand Oaks, Sage.]Search in Google Scholar
[Salini, S. & Kenett, R. S. (2009). Bayesian networks of customer satisfaction survey data. Journal of Applied Statistics, 36(11): 1177-1189. DOI: 10.1080/0266476080258798210.1080/02664760802587982]Open DOISearch in Google Scholar
[Spreng, R. A. & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction, Journal of Retailing, 72(2): 201-214. DOI: 10.1016/S0022-4359(96)90014-710.1016/S0022-4359(96)90014-7]Open DOISearch in Google Scholar
[Snoj, B. & Mumel, D. (2001). Marketinški aspekti kvalitete usluga [Marketing Aspects of Service Quality]. Acta Turistica, 13: 119-135.]Search in Google Scholar
[Sychowicz, J. (2008). Successful predictions of Business Process Reengineering (BPR) in top companies in the European Union, master's dissertation, Universität Wien.]Search in Google Scholar
[Taylor, S. A. & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumer's purchase intentions, Journal of Retailing, 70(2):163-178. DOI: 10.1016/0022-4359(94)90013-210.1016/0022-4359(94)90013-2]Open DOISearch in Google Scholar
[Teas, R. K. (1993a). Consumer expectations and the measurement of perceived service quality, Journal of Professional Services Marketing, 8(2): 33-54, DOI: 10.1300/J090v08n02_0510.1300/J090v08n02_05]Open DOISearch in Google Scholar
[Teas, R. K. (1993b). Expectations, performance evaluation, and consumers' perceptions of quality, Journal of Marketing, 57(4): 18-34.10.2307/1252216]Open DOISearch in Google Scholar
[Teas, R. K. (1994) Expectations as a comparison standard in measuring service quality: An assessment of a reassessment, Journal of Marketing, 58(1): 132-139.10.2307/1252257]Open DOISearch in Google Scholar
[Terziovski, M., Fitzpatrick, P. & O'Neill, P. (2003). Successful predictors of business process reengineering (BPR) in financial services, International Journal of Production Economics, 84: 35-50. DOI: 10.1016.S0925-5273(2)00378-X]Search in Google Scholar
[Vázquez-Casielles, R., Suárez-Álvarez, L. & Belén Del Río-Lanza, A. (2009). Customer Satisfaction and Switching Barriers: Effects on Repurchase Intentions, Positive Recommendations, and Price Tolerance, Journal of Applied Social Psychology, 39(10): 2275-2302. DOI: 10.1111/j.1559-1816.2009.00526.x10.1111/j.1559-1816.2009.00526.x]Open DOISearch in Google Scholar
[Zeithaml, V. A. & Bitner, M. J. (2003). Service Marketing. McGraw-Hill, New York.]Search in Google Scholar
[Zeithaml, V. A., Parasuraman, A. & Berry, L. L. (1990). Delivering Service Quality. London: Free Press.]Search in Google Scholar