Notes
1. Leonard L. Berry and A. Parasuraman, Marketing Services: Competing Through Quality (Free Press, 1991), p. 5.
2. Chuck Chakrapani, How to Measure Service Quality and Customer Satisfaction: The Informal Field Guide for Tools and Techniques (American Marketing Association, 1998).
3. www.bigbreaksolutions.com/events/?utm_source=UnitedBreaksGuitarscom.
4. Beatriz Moliner Velazquez, Gloria Berenguer Contri, Irene Gil Saura, and Marie Fuentes Blasco, “Antecedents to Complaint Behaviour in the Context of Restaurant Goers,” International Review of Retail, Distribution and Consumer Research 16, No. 5 (December 2006): 493–517.
5. Irena Ograjensek, “Service Quality,” in Shirley Coleman, Tony Greenfield, Dave Stewardson, and Douglas C. Montgomery, eds., Statistical Practice in Business and Industry (John Wiley & Sons, 2008).
6. James Hamilton, “The Cost of Latency,” Perspectives: James Hamilton’s Blog. www.perspectives.mvdirona.com/2009/10/31/TheCostOfLatency.aspx.
7. Stacey Higginbotham, “Dynamic Pricing Comes to Amazon’s Cloud,” GigaOM.com , December 14, 2009. www.gigaom.com/2009/12/14/dynamic-pricing-comes-to-amazons-cloud/.
8. User d0b33, “Japanese Train Station During Rush Hour”, uploaded December 3, 2007, www.youtube.com/watch?v=b0A9-oUoMug.
9. Joe Weinman, “Time is Money: The Value of On-Demand,” January 7, 2011. www.joeweinman.com/Resources/Joe_Weinman_Time_Is_Money.pdf.
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