Здравствуйте, watteau!
Необходима Ваша помощь в поиске статей:
1. A Weighted Multi-Attribute Customer Satisfaction Index for Commercial and Industrial Electric Utility Customers
Michael J Olivette PhDa & Marlene F. Watkins MBA
(
http://www.tandfonline.com/doi/abs/1...8#.Ud_Fc9ubXfI)
3. The Impact of Critical Incidents on Customer Satisfaction in Business-to-Business Relationships
Klaus Backhausa & Matthias Bauerb
(
http://www.tandfonline.com/doi/abs/1...2#.Ud_Go9ubXfJ)
Заранее благодарен!