References

Howard, R., 2004. Improve public sector result with a balanced scorecard: Nine steps to success. Balanced Scorecard Institute, North Carolina.

Kaplan, S.R. and R. Cooper, 1998. Cost and Effect: Using Integrated Cost Systems to Drive Profitability and Performance. Harvard Business Press, Boston, Massachusetts, ISBN:0-87584-788-9, Pages: 363.

Peter, R. and Y. Pasla, 1996. [Applying Being Strategy Action: Balanced Scorecard]. Penerbit Erlangga, Jakarta, Indonesia, (In Indonesian).

Robert, K. and D.P. Norton, 1996. The Strategy Focused Organization. Harvard Business School Press, Boston, Massachusetts, Pages: 102.

Sirdeshmukh, D., J. Singh and B. Sabol, 2002. Consumer trust, value and loyalty in relational exchanges. J. Market., 66: 15-37.
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