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"Addressing Cross-Cultural Comparability in Survey Data" (pdf)
"6 Costly Customer Satisfaction Myths and Misunderstandings" (pdf)
"Optimizing Customer Satisfaction: From Insights to Actions to Results" (pdf)
"Optimizing Customer Satisfaction and Maximizing Financial Performance" (pdf)
"Customer-Focused Strategies in the Multi-Channel Marketplace" (pdf)
"Customer Asset Management: A New Paradigm for the Modern Business Firm"" (pdf)
"The American Customer Satisfaction Index (ACSI) Technology: A Methodological Primer" (pdf)
"Applying the American Customer Satisfaction Index (ACSI) Technology to the Management of Government Services: Rationale, Rigor and Results" (pdf)
Industry Studies
"2003 Consumer Satisfaction with the Mortgage Lending Process" (pdf)
"2008 Contact Center Satisfaction Index" (pdf)
"How Customer Satisfaction Impacts Telecom and Cable's Battle for the Consumer" (pdf)
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