1. Anderson E., Fornell C., Mazvancheryl S. (2004). «Customer satisfaction and shareholder value». Journal of Marketing, October, pp. 172-185.

2. Anderson J.C., Jain D.C., Chintagunta P.K. (1993). «Customer value assessment in business markets: a state-of-practice study». Journal of Business-to-Business Marketing, Vol. 1, pp. 1-30.

3. Anderson J.C., Narus J.A. (1990). «A model of distributor firm and manufacturer firm working partnerships». Journal of Marketing, Vol. 54, pp. 42-58.

4. Ansoff I. (1965). Corporate Strategy. New York: McGraw-Hill.

5. Assael H. (1987). Consumer Behavior and Marketing Act/on. Boston: Kent Publishing Company.

6. Bagozzi R. (1984). «A prospectus for theory construction in marketing». Journal of Marketing, Vol. 48, pp. 11-29.

7. Bagozzi R. (1994). Principles of Marketing Research. Blackwell, Cambridge, MA.

8. Baudrillard J. (1968). LeSysteme des Objects. Paris: Gallimard.

9. Bauer R.A. (1960). «Consumer behavior as risk taking». In: Hancock R.E. Dynamic Marketing for a Changing World. AMA Proceedings, Chicago, IL, pp. 389-398.

10. Belk R.W. (1974). «An exploratory assessment of situational effects in buyer behavior». Journal of Marketing Research, Vol. 11, pp. 156-163.

11. Belk R.W. (1975). «Situational variables and consumer behavior». Journal of Consumer Research, Vol. 2, pp. 157-164.

12. Belk R.W. (1979). «A free response approach to developing product-specific consumption situation taxonomies». In: Shocker A.D. Analytic Approaches to Product and Marketing Planning. Marketing Science Institute, Cambridge, MA, pp. 177-196.

13. Berger D. (1986). «Theory into practice: the FCB grid». European Research, Vol. 14, pp. 35-46.

14. Berger P., Eechambadi N., George M., Lehmann D., Rizlet R., Venkatesan R. (2006). «From customer lifetime value to shareholder value: theory, empirical evidence, and issues for future research». Journal of Service Research, Vol. 5, pp. 156-167.

15. Bettman J.R. (1970). «Information processing models of consumer behavior». Journal of Marketing Research, Vol. 7, pp. 370-376.

16. Bettman J.R. (1971). «The structure of consumer choice processes». Journal of Marketing Research, Vol. 8, pp. 465-471.

17. Bettman J.R. (1979). An Information Processing Theory of Consumer Choice. Addison-Wesley, Reading, MA.

18. Bruno A.B., Wildt A.R. (1975). «Toward understanding attitude structure: a study of the complimentarity of multiattribute attitude models». Journal of Consumer Research, September, pp. 137-145.

19. Butz H.E., Goodstein L.D. (1996). «Measuring customer value: gaining the strategic advantage». Organizational Dynamics, Vol. 24, pp. 63-77.

20. Christopher M. (1982). «Value in use pricing». European Journal of Marketing, Vol. 5, pp. 35-46.

21. Churchill G.A., Iacobucci D. (2002). Marketing Research. Methodological Foundations, Harcourt, NY.

22. Claeys C., Swinnen A., Van den Abeele P. (1995). «Consumers' means-end chains for «think» and «feel» products». International Journal of Research in Marketing, Vol. 12, pp. 193-298.

23. Cohen J.B. (1979). «The structure of product attributes: defining attribute dimensions for planning and evaluations In: Shocker A. Analytic Approaches to Product and Marketing Planning. Cambridge: Marketing Science Institute.

24. Cox D.F. (1962). «The measurement of information value: a study in consumer decisionmakings In: Decker W.S. Emerging Concepts In Marketing. AMA Proceedings, Chicago, IL, pp. 413-421.

25. Cox D.F. (1967). Risk Takingand Information Handling in Consumer Behavior. Harvard: Division of Research, Graduate School of Business Administration, Harvard University.

26. Cox D.F., Rich S.U. (1964). «Perceived risk and consumer decision making — the case of telephone shoppings Journal of Marketing Research, Vol. 1, pp. 32-39.

27. Cunningham S. (1965). «Perceived risk as a factor in product-oriented word-of-mouth behavior». In: Smith L.G. Reflections on Progress in Marketing. AMA, Chicago, IL, pp. 229-238.

28. Cunningham S. (1966). «Perceived risk as a factor in the diffusion of new product informations In: Hass R.M. Science, Technology and Marketing. AMA, Chicago, IL, pp. 698-722.

29. Daetz D., Barnard W., Norman R. (1995). Customer Integration. New York: Wiley & Sons.

30. D'Aveni R. (1994). Hypercompetition. New York: The Free Press.

31. Einhorn H.J. (1970). «The use of nonlinear, noncompensatory models in decision makings Psychological Bulletin, Vol. 73, pp. 221-230.

32. Engel J.F., Kollat T.D., Blackwell R.D. (1968). Consumer Behavior. New York: Holt, Rinehart & Winston.

33. Festinger L.A. (1957). A Theory of Cognitive Dissonance. New York: Harper & Row.

34. Fishbein M. (1963). «An investigation of relationship between beliefs about an object and the attitude toward the object». Human Relations, Vol. 16, pp. 233-240.

35. Fishbein M. (1967). «Attitude and prediction of behavior». In: Fishbein M. Readings in Attitude Theory and Measurement. New York: Wiley, pp. 477-492.

36. Forbis J.L., Metha N.T. (1981). «Value-based strategies for industrial products». Business Horizons, Vol. 24, pp. 32-42.

37. Gale B.T. (1994). Managing Customer Value. New York: The Free Press.

38. Green P.E., Rao V. (1971). «Conjoint measurement for quantifyin judgmental data». Journal of Marketing Research, Vol. 8, pp. 355-363.

39. Green P.E., Srinivasan V. (1978). «Conjoint analysis in consumer research: issues and outlook». Journal of Consumer Research, Vol. 5, pp. 103-123.

40. Green P.E., Srinivasan V. (1990). «Conjoint analysis: new developments with implications for research and practice». Journal of Marketing, Vol. 54, pp. 3-19.

41. Green P.E., Wind J. (1973). Multiattribute Decisions in Marketing: a Measurement Approach. Dryden Press, Hinsdale, IL.

42. Gupta S., Lehman D., Stuart J. (2004). «Valuing customers». Journal of Marketing Research, Vol. 11, pp. 7-18.

43. Gustafsson A., Johnson M., Roos I. (2005). «The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retentions Journal of Marketing, Vol. 69, pp. 210-218.

44. Gutman J. (1982). «A means-end chain model based on consumer categorization processes». Journal of Marketing, Vol. 46, pp. 60-72.

45. Hauser J.R., Clausing D. (1988). «The house of quality». Harvard Business Review, Vol. 66, pp. 63-74.

46. Heider F. (1958). The Psychology of Interpersonal Relations. New York: Wiley.

47. Howard J.A. (1977). Consumer Behavior: Application of Theory. New York: McGraw-Hill.

48. Howard J.A. (1989). Consumer Behavior in Marketing Strategy. Englewood Cliffs: Prentice Hall.

49. Howard J.A., Sheth J.N. (1969). The Theory of Buyer Behavior. New York: Wiley.

50. Huber F., Herrmann A., Wricke M. (2001). «Customer satisfaction as an antecedent of price acceptance: results of an empirical study». Journal of Product and Brand Management, Vol. 3, pp. 160-169.

51. Huber J., McCann J. (1982). «The impact of inferential beliefs on product evaluations». Journal of Marketing Research, Vol. 19, pp. 324-333.

52. Johnson M.D. (1984). «Consumer choice strategies for comparing noncomparable alternatives». Journal of Consumer Research, Vol. 11, pp. 741-753.

53. Katz D. (1960). «The functional approach to the study of attitudes». Public Opinion Quarterly, Vol. 24, pp. 163-204.

54. Kooil B., Keiningham T. (2007). «A longitudinal analysis of customer satisfaction and share of wallet: investigating the moderating effect of customer characteristics)). Journal of Marketing, Vol 71, pp. 67-83.

55. Kotter J.P. (1992). Corporate Culture and Performance. New York: The Free Press.

56. Krech D., Crutchfield R., Ballachey E. (1962). Individual in Society. New York: McGraw-Hill.

57. Krugman H.E. (1965). «The impact of television advertising: learning without involvements Public Opinion Quarterly, Vol. 29, pp. 349-356.

58. Krugman H.E. (1967). «The measurement of advertising involvements Public Opinion Quarterly, Vol. 30, pp. 583-596.

59. Lehmann D.R., O'Shaughnessy J. (1974). «Difference in attribute importance for different industrial products Journal of Marketing, April, pp. 36-42.

60. Lussier D.A., lshavsky R.W. (1979). «Task complexity and contingent processing in brand choices Journal of Consumer Research, Vol. 6, pp. 154-165.

61. Martin G.S. (1991). «The concept of trust in marketing channel relationships: a review and synthesis». In: Gilly M. et al. Enhancing Knowledge Development in Marketing. Chicago: American Marketing Association, pp. 251-259.

62. McGuire W.J. (1969). An Information ProcessingModelofAdvertisingEffectiveness. Presented at the Symposium on Behavioral and Management Science in Marketing, University of Chicago, July.

63. McGuire W.J. (1976). «Some internal psychological factors influencing consumer choices Journal of Consumer Research, Vol. 2, pp. 302-321.

64. Miles L. (1961). Techniques of Value Analysis and Engineering. New York: McGraw-Hill.

65. Mizuno S., Akao Y. (1978). Quality Function Deployment: the Customer-driven Approach to Quality Planning and Deployment. Tokyo: Japan Union of Scientists and Engineers.

66. Monroe K.B. (1990). Pricing: Making Profitable Decisions. NewYork: McGraw-Hill.

67. Myers J.H., Shocker A.D. (1981). «The nature of product-related attributes». In: Sheth J. Research in Marketing, Vol. 5. Greenwich: JAI Press, Inc., pp. 211-236.

68. Nicosia F.M. (1978). TowardBehavioral-behavioristicModels. IBER Reprint Series. Berkeley: University of California.

69. Oliver R.L. (1997). Satisfaction: a Behavioral Perspective on the Customer. New York: McGraw-Hill.

70. Olson J.C. (1978). «Inferential belief formation in the cue utilization process». In: Hunt K.H. Advances in Consumer Research, Vol. 5. Ann Arbor: Association for Consumer Research.

71. Olson J.C., Reynolds T.J. (1983). Understanding consumers' cognitive structures: implications for advertising and strategy». In: Percy L., Wood-side A.G. Advertising and Consumer Psychology. Lexington: Lexington Books, pp. 77-90.

72. Park C.W., Young S.M. (1983). «Types and levels of involvement and brand attitude formations In: Bagozzi R.P., Tybout A.M. Advances in Consumer Research, Vol. 10. Ann Arbor: Association for Consumer Research, pp. 320-324.

73. Peter J.C., Olson J.C. (1990). Consumer Behavior and Marketing Strategy. Homewood: Irwin.

74. Porter M.E. (1985). Competitive Advantage. New York: The Free Press.

75. Ratchford B. (1987). «New insights about the FCB-grid». Journal of Advertising Research, Vol. 27, pp. 24-38.

76. Ray M.L. (1973). «Psychological theories and interpretations of learnings In: Ward S., Robertson T.S. Consumer Behavior: Theoretical Sources. Englewood Cliffs: Prentice Hall, pp. 45-117.

77. Reichheld F.F. (1996). The Loyalty Effect. Boston: Harvard Business School Press.

78. Reinartz W.J., Kumar V. (2003). «The impact of customer relationship characteristics on profitable lifetime durations Journal of Marketing, Vol. 67, pp. 77-99.

79. Reinartz W., Thomas J., Kumar V. (2005). «Balancing acquisition and retention resources to maximize customer profitability». Journal of Marketing, Vol. 69, pp. 63-79.

80. Reynolds T.J., Gutman J. (1988). «Laddering theory, method, analysis and interpretations Journal of Advertising Research, February / March, Vol. 28, pp. 11-34.

81. Reynolds TJ., Olson J.C. (2001). Understanding Consumer Decision Making. The Means-ends Approach to Marketing and Advertising Strategy. Mahwah: Lawrence Erlbaum Associates Publisher.

82. Robinson P.J., Faris C., Wind Y. (1972). Industrial Buying and Creative Marketing. Englewood Cliffs: Prentice Hall.

83. Rossiter J., Percy L. (1987). Advertising and Promotion Management. NewYork: McGraw-Hill.

84. Rossiter J.R., Percy L., Donovan RJ. (1991). «A better advertising planning grids Journal of Advertising Research, Vol. 31, pp. 11-21.

85. Schoder D. (2007). «The flaw in customer lifetime values Harvard Business Review, Vol. 12, p. 27.

86. Shilito M.L., De Marle D.J. (1992). Value: Its Measurement, Design & Management. New York: Wiley.

87. Stahl H., Matzler K., Hinterhuber H. (2003). «Linking customer lifetime value with shareholder values Industrial Marketing Management, Vol. 32, pp. 267-279.

88. Swan J.E., Trawick I.F. (1980). «Satisfaction related to predictive vs desired expectations». In: Hunt H.K., Day R.L. Refining Concepts and Measures of Customer Satisfaction and Complaining Behavior. Bloomington: Indiana University, pp. 210-231.

89. Teece D.J., Pisano G., Shuen A. (1997). «Dynamic capabilities and strategic managements Strategic Management Journal, Vol. 7, pp. 509-533.

90. Tversky A. (1969). «Intransitivity of preferences». Psychological Review, Vol. 76, pp. 31-48.

91. Tversky A. (1972). «Elimination by aspects: a theory of choices Psychological Review, Vol. 79, pp. 281-299.

92. Vaughn R. (1980). «How advertising works: a planning models Journal of Advertising Research, Vol. 20, pp. 27-33.

93. Vaughn R. (1986). «How advertising works: a planning model revisited». Journal of Advertising Research, Vol. 26, pp. 57-66.

94. Venkatesan R., Kumar V. (2005). «A customer lifetime value framework for customer selection and resource allocation strategy». Journal of Marketing, Vol. 68, pp. 106-125.

95. Verona G., Prandelli E. (2006). Collaborative Innovation. Roma: Carocci.

96. Vyas N., Woodside A.G. (1984). «An inductive model of industrial supplier choice processes». Journal of Marketing, Vol. 48, pp. 30-45.

97. Wayland R.E., Cole P.M. (1997). Customer Connections: New Strategies for Growth. Boston: Harvard Business School Press.

98. Wilkie W.L., Pessemier E.A. (1983). «Issues in marketing's use of multiattribute models». Journal of Marketing Research, Vol. 10, pp. 428-441.

99. Woodhall T. (2003). «Conceptualizing value for the customer. An attributional, structural and dispositional analysis». Academy of Marketing Science Review, Vol. 12, pp. 1-44.

100. Woodruff R.B. (1997). «Customer value: the next source for competitive advantages Journal of the Academy of Marketing Science, Vol. 25, pp. 139-153.

101. Young S., Feigin B. (1975). «Using the benefit chain for improved strategy formulations Journal of Marketing, Vol. 39, pp. 72-74.

102. Zeithaml V., Rust R., Lemon K. (2001). «The customer pyramid — creating and serving profitable customers». California Management Review, Vol. 43, pp. 118-142.

103. Zeithaml V.A. (1988). «Consumer perceptions of price, quality and value: a means-end model and synthesis of evidences Journal of Marketing, Vol. 52, pp. 2-22.