Chapter 7
1. Right Now Technologies and Harris Interactive, “2010 Customer Experience Impact Report,” October 10, 2010, http://communities.rightnow.com/files/e1c8b93613/2010_RightNow_CEI_Report_Final.pdf.
2. Incentive Performance Center, “Incentives and the Automotive Industry,” accessed December 20, 2010, www.incentivecentral.org/business_motivation/whitepapers/incentives_and_the_automotive_industry.2000.html.
3. J.D. Power and Associates Reports, “Drop-In Customers Report Greater Satisfaction with Dealer Service Than Customers Who Make Appointments,” July 19, 2007, http://businesscenter.jdpower.com/news/pressrelease.aspx?ID=2007112.
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