Chapter 1
1. Fornell et al. (1996).
2. Spencer (2006).
3. Gantz et al. (2007).
4. IDC (2007)
5. Google search conducted on June 24, 2010.
Chapter 2
1. Nutt (1999).
2. Winerman (2005).
Chapter 3
1. Anthony et al. (2008).
2. Coyle and Matsumiya (2007).
Chapter 4
1. Hawn (2004).
Chapter 5
1. http://www.callcentermagazine.com/showArticle.jhtml?articleID=201000
2. Hansen and Singh (2008).
Chapter 6
1. Ittner and Larcker (2003).
Chapter 7
1. Kaplan and Norton (1992).
2. Heskett, Sasser, and Schlesinger (1997).
3. http://www.baldrige.nist.gov
4. Epstein, Kumar, and Westbrook (2000).
5. For the purpose of our discussion, we are defining “validity” as the property of the data to measure what it is truly intended to measure, and “reliability” as ...
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