A Good Installation Guide Increases User Satisfaction and Reduces Support Costs
http://www.ingentaconnect.com/content/stc/tc/1995/00000042/00000001/art00006
  access restricted (by the publisher) to members/subscribers/customers only
  peer-reviewed

Blackwell, C. Al
Technical Communication Online
1995

Abstract:

In its first endeavor, the new Customer Documentation Group at SABRE Travel Information Network has shown that it adds value.