The relationship between non-queue, pre-process waiting time and service satisfaction. - R. Susan Ellis; Lester W. Johnson; Siegfried P. Gudergan (Int. J. Serv. Technol. Manag., 2005)

The relationship-service-profit chain: conceptual framework and propositions. - Carmel Herington; Lester W. Johnson (Int. J. Serv. Technol. Manag., 2010)

Components of service value in business-to-business Cloud Computing. - Roland S. Padilla; Simon K. Milton; Lester W. Johnson (J. Cloud Comput., 2015)