|
||
Развитие моделей лояльности;Сегменты покупателей;Пересмотр утверждения о ценности;Повышение качества;Управление потребительской ценностью;Формула победы; |
Anderson E. W., Fornell C. and Lehmann D. R. (1994). Customer Satisfaction, Market Share and Profitability: Findings from Sweden // Journal of marketing. – July. – P. 53-66. Antos, John and James A. Brimson (1999). Driving Value Using Activity-Based Budgeting. – New York: John Wiley & Sons Inc. Deloitte Consulting and Deloitte & Touche (1999). Making Customer Loyalty Real: Lessons from Leading manufactures – Deloitte Research – Manufacturing Institute. Gale, Bradley T. (1994). Creating Quality and Service that Customers Can See: managing Customer Value. – New York: The Free Press. Johnson, Michael D. and Anders Gustafsson (2000). Improving Customer Satisfaction, Loyalty and Profit. – University of Michigan Business School Management Series. Miller, John (1996). Implementing Activity-Based management in Daily Operations. – New York: John Wiley& Sons Inc. Reichheld, Frederick F. (1996). The Loyalty Effect: The Hidden Force behind Growth, Profit and Lasting Value. – Boston: Harvard Business School Press. Rust, Ronald T., Zahori A. J. and Keiningham T. L. (1996). Return on Quality: Measuring the Financial Impact of Your Company’s Quest for Quality. Burr Ride, IL: Irwin.