SWARTZ, Teresa A. a IACOBUCCI, Dawn (ed.). Handbook of services marketing & management. Thousand Oaks: SAGE Publications, 1999. ISBN 9781412973649. Dostupné také z: https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=698456&authtype=ip,shib&custid=s3936755.