Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988), SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality , Journal of Retailing , 64 (1): 12-40

This is a classic text on measuring service quality providing key indicators and a means of interpretation.

Kotler, P. and Keller, K. L. (2005) (12th Edition) Marketing Management , Prentice Hall

Marketing Management is a resource designed primarily for future marketing managers. The twelfth edition incorporates new material brand management and includes strong sections on connecting with customers and communicating value.

McDonald, M. and Wilson, H. (2002) The New Marketing , Butterworth-Heinemann

The New Marketing presents a comprehensively revised blueprint for the marketing process affected by technological developments and the associated information revolution . Built around the leading concept of a value exchange with customers, it provides essential advice on how to harness the latest technology and incorporate it effectively into marketing practice.