, , ,

<<


 >>  ()
Pages:     | 1 |   ...   | 2 | 3 ||

vy vy , 1. ...

-- [ 4 ] --

110. .. : ..:08.00.14. -., 1993. -31 .

111. .. : ' . . : 08.00.05. , 2000. -25 : .. - .: . 24-25 (8 .) 112. . :

. . ;

. . - . - .: - .-. - . - 1996. - 192, .

113. . : - . : 08.00.05. -, 1996.-32 .

1 . .. . // . 2000. 2. . 44-54.

115. .. . - ., 1997.

116. . /, . .: , 1982(1912).

117. .. . - ., 1998.

118. A.M. // , 1996, 9, .

33-34.

^.

119. .. . // . 6. . 1999-5. . 24-45.

120. , D. ., and Jacobson, R., The Financial Information Content of Per ceived Quality Journal of Marketing Research, 3, (May), 191-210, 1994.

121. ACS!: National Quality Research Center, University of Michigan Business School (1995), American Customer Satisfaction Index: Methodology Report, Milwaukee, WI: ASQC, 1995.

122. Ailawadi, Kusum L, Paul W Farris and Mark E Parry, "Market share and ROI: Observing the effect of unobserved variables," International Journal of Research in Marketing, 16(1), 17-33, 1999.

123. American Customer Satisfaction Index;

Methodology Report (BEB, Ch 2 ^ NQRC), (Special Public Report) 1994-2001.

124. Anderson, E., and Weitz, B. Determinants of continuity in conventional In dustrial Dyads. Marketing Science, (8) (Fail) 310-23, 1989.

125. Anderson, E., Fornell, C. and Lehman, D. Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, (July), 53-66, 1994.

126. Anderson, Eugene W, Claes Fornell, and Donald R. Lehmann, "Customer Sat isfaction, Market Share, and Profitability" Journal of Marketing, 56 (July), 53 66, 1994.

127. Anderson, E.W. Customer Satisfaction and Frioe Tolerance. Marketing Let ters, 7(3), 19-30, 1996.

128. Andreasen, Tor- Erik, (Dis)satisfaction with public services: the case of public transportation. Journal of Service Marketing, vol. 9, no. 5 1996.

^^ 129. Barkema, A., and Drabenstott, M. The Many Parts of Vertical Coordination:

Structural Implications for the US Food System. Agribusiness, II (5), 483 492, 1995.

130. Barnes, J. American Marketing Association Conference. Exploring the Impor tance of closeness in customer Relationships., Dublin, 1997.

131. Baumol W. J. Entrepreneurship in economic theory/ZAmerican Economic Re view, 1968, vol. 58, May, p. 6471.

132. Buchanan J. A contractarian paradigm for applying economic the ory/ZAmerican Economic Review, 1975, vol.65, May, p. 225230.

133. Buttle, F., Merchandising. European Journal of Marketing, 18 (5), 4-25, 1996.

134. Buttle, F.. SERVQUAL: review, critique, research agenda // European Journal of Marketing, 1996, Vol. 30 No. 1, pp. 8-32.

135.Buzzell, Robert D. and Bradley T. Gale (1987), The PIMS Principles, New York, NY: The Free Press, 1987.

136.Carlsson, Carin, Kvalitetsmatningar genom Kvalitetsbarometern (Measuring Quality through the Barometer), in Marknads- och serviceorienterad kollektiv trafik, red. Lars Haglund och Anna Stalhammar, Service Research Center,,t- Karlstad University, 1999.

137. Chandler A. D., Jr. and Deems H. Administrative coordination, allocation and monitoring: Concepts and comparisons. In: Horn N. and Koc-ka J. (eds.). Law and the Formation of the Big Enterises in the 19th and Early 20th Centuries.

Gottingen: Vandenhoeck & Ruprecht, 1979, p. 2854.

138.Coase R. H. The new institutional economics/ZJoumal of Institutional and Theoretical Economics, 1984, vol. 140, March, p. 229231.

139. Colgate, M. Personal Bankers and Relationship Maiketing: A New Zealand Case Study Journal of Financial Services Marketing, 2(1), 84-96, 1997.

140. Cox Wendell, et al. Competition in Public Transport: International State of the Art. Paper Presented to the 5th International Conference on Competition and Ownership in Passenger Transport, Leeds, 1997.

fifej 141. Danaher, P. J. and R. T. Rust. Indirect financial Benefits from Service Duality Quality Management Journal, 3 (2), 63-75, 1996.

142. Evans, J. and. Laskin, R. The Relationship Marketing Process: A Conceptuali sation and Application. Industrial Marketing Management, 23, 439-52, 1994.

143.Fornell, C. A National Customer Satisfaction Barometer;

The Swedish Ex perience. Journal of Marketing, 56 (January) 6-21, 1992.

144. Fomell, C, Johnston, M. D. Anderson, E., Cha, J., and Bryant, B, E. The American Customer Satisfaction Index: Nature, Puose, and Findings. Jour nal of Marketing, 60 (October), 7-18, 1996.

145. Foster, G and M. Gupta (1997), "The customer profitability implications of customer satisfaction," Working paper, Washington University at St. Louis, MO, 1997.

, 146. Frazier, G., and Summer, J. Interfirm Influence Strategies and Their Applica ^ tion Within Distribution Channels. Journal of Marketing, 48 (Summer), 43-55, 1984.

147. Gale, Bradley T. (1972), "Market share and rate-of-return," The Review of Economics and Statistics, 54(4), 1972 412-434.

148. Garretson, J. and Clow K. The influence of coupon face value on service qual ity, expectations, risk perceptions and purchase intentions in the dental indus try. The Journal of Service Marketing. 13 (1) pp.59-72, 1984.

149. German Customer Barometer - Quality and Satisfaction. Yearbook of Cus tomer Satisfaction in Germany, German Marketing Association and German Post, Anton Meyer and Frank Dornach eds., 1995.

150. Greenly, G. E. and Shipley, D. "Dimensions of Product Planning in Retail Marketing," Irish Marketing Review. 4(1), 53-62, 1989.

151. Hagel, John, III;

Rayport, Jeffrey F. The coming battle for customer informa tion. The McKinsey Quarterly, 1997.

152. Ilanan, M. and , P. Customer Satisfaction. How to Maximise, measure and Market your company's 'Ultimate Product' New York: American Market ing Association, 1989.

153. Hicks J. R. Revolution in Economics. In: Latsis S. J. (ed.). Method and Ap praisal in Economics. Cambridge, Eng.: Cambridge University Press, 1976, p.

t 207218.

154. Hirschman, Albert O. Exit, Voice, and Loyalty - Responses to Decline in Firms, Organizations and States. Cambridge, MA Harvard University Press, 1970.

155. Jensen M. Organization theory and methodology/ZAccounting Review, vol.

50, April 1983,p. 319339.

156. Johnson, Michael D. and Claes Fomell "A Framework' for Comparing Cus tomer Satisfaction Across Individuals and Product Categories," Journal of Economic Psychology, 1991.

157. Johnson, Michael D.;

Anderson, Eugene W,;

Fomell, Claes. Rational and adaptive performance expectations in a customer satisfaction framework.

^ Journal of Consumer Research, 1995.

158. Joseph B. Kruskal, "Analisys of Factorial Experiments by Estimating Mono tone Transformations of the Data", Journal of royal Statistical Society, Series B, March 1965.

159. Kaynak, E., Kucukemiroglu, O. and Odabasi, Y. Consumer Complaint Han dling in Advanced Developing Economy: an Empirical examination. Joumal of Business Ethics, 1992.

160. Knox, S. and de Chematony, L. a buyer behaviour Approach to Merchandis ing and Product Policy. International Joumal of Retail and Distribution Man agement, 18(6), 1990.

161.Koontz H. and O'Donnell C. Principles of Management: An Analysis of Managerial Functions. New York: McGraw-Hill, 1955.

162. Koopmann G. Handelspolitik und intemationale Wettbewerbsfahigkeit: Das ^j Beispiel der amer. Textil u. Bekleidungsindustrie. - Hamburg: Weltarchiv. 1989.- 117 c.

163. Kotler, P. Atmostpherics as a marketing tool. Joumal of Retailing, 49 (4), 48 64, 1973.

164. Lall S. Promouvoir la completitivite industrielle dans les pays en devcloppe ment. - Paris: Centre de developpement de I'Organisation de coop, et de de veloppement econ. - 1990.

165. Lean management: Strategien zur Erreichung wettbewerbsfahiger Untemeh men Middlemist R.D., Middlemist M.R. - Bur Ridge etc: Austen Press: Irwin.

- 1995. - XXXIII, 589, A-CL-3 c: .

166. Marcus, . Practical Yet Meaningful Approach to Customer Segmentation.

Journal of Consumer Marketing, 15, (5), 494-504, 1998.

167. Mohr, J., and Nevin, J. R. Communication with Strategies in Marketing Channels: A Theoretical Perspective, Journal of Marketing, 54 (October), 36 51, 1990.

168.Moller, W. Gaining Competitive Advantage Through Customer Satisfaction.

European Management Journal, 9 (2), 201-211, 1991.

169. Monroe, Kent B. & Kkrishnan "Effect of Price on Subjective Product Evalu tions", in Perseived Quality, MA: lexington Books, 1985.

' 170. Nelson R, R. and Winter S. G. An Evolutionary Theory of Economic Change.

Cambridge, Mass.: Harvard University Press, 1982.

171.NERA "Developing a National Quality Index: A Preliminary Study of Feasi bility." New York: National Economic Research Associates, Inc., 1991.

172. Okun A. Prices and Quantities: A Macroeconomics Analysis. Washington, D.

C : The Brooking Institution, 1981.

173. Oliver R. L. and DeSarbo, W. S. Response Determinants in Satisfaction Judgements. Journal of Consumer Research, 14 (March), 495-507, 1988.

174. Oliver, R. A Cognitive Model of the Antecedents and Consequences of Satis faction Decisions. Journal of Marketing, 17 (November), 460-469, 1980.

175. Oliver, R. Satisfaction: A Behavioural Perspective on the Consumer. New :j,) York: McGraw-Hill, 1996.

176. Oliver, Richard L., Satisfaction - A Behavioral Perspective on the Consumer.

McGraw-Hill, 1996.

177. Parasuraman, A., L.L. Berry, and V.A. Zeithaml Understanding Customer II lipectations of Service. Sloan Management Review, Spring, 39-47, 1991.

178. Parasurman A., Leonard Berry, & Valarie A. Zeithalm An Empirical Exami nation of Relationship in Extendent Service Quality Model, Cambridge, MA:

Marketing Science Instite, 1990.

179. Patterson, P., Johnson, L., and Spreng, R. Modelling the Determinants of Cus tomer Satisfaction for Business-to-Business professional services. Journal of the Academy of Marketing Science, 25 (1), 4-17m 1997.

180. Peterson, R. A. and Wilson, W.R. Measuring customer satisfaction: Fact and Artifact. Journal of the Academy of Marketing Science, 20 (1) 61-71, 1992.

181. Phillips, L., Dale. R. and Buzell, R. (1983) Product Quality. Cost Position and Business Performance: A Test of Key Hypothesis. Journal of Marketing, Spring, 26-45, 1992.

182. Porter M.E. On competition and strategy// A Harvard Business Review Pa per back, 1991.

183. Posner R. A. Theories of economic regulation//The Bell Journal of Economics and Management Science, 1974, vol. 5, no. 2, Autumn, p. 335 358.

184. Roth, A.V. and Van Der Velde, M. Operations as Marketing: A Compebivc Service, Service Quality Journal of Marketing, 60 (April), 31-46, 1996.

185. Spreng, R., Dixon, A. and Olshavsky, R. The Impact of Perceived Value on Satisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complain ing Behaviour, 6, 50-55, 1996.

186. Steven Taylor & J. Joseph Cronin, "Measurment Service Quality: A Reex amination and Extention", Journal of Marketing, July 1992.

187. Studebaker, David. Improving customer satisfaction through advanced sched uling. HE Solutions, 188. Teas R. Kenneth Expectation, Performance, & Consumer's Perception of Quality, Journal of Marketing 4, 1993.

189. Voss, G. ., Parasuraman, A. and Grcwal, D. The Roles of Price Performance, ^' and Expectations in Determining Satisfaction in Service Exchanges. Journal ofMarketing, 62(4), 46-61, 1998.

190. Williams, M. Interactive Marketing- Building loyalty one to one. Prentice Hall, 1997.

191. Wilson, N. A Case of a Dedicated Supply Chain for Bananas in the U.K Gro cery Market. Supply Chain Management, 1 (2), 28-35, 1996.

192. Winter R. Government and the Cooration. Washington, D. C : American Enterise Institute for Public Policy Research, 1978.

193. Wold, H. "Nonlinear Iterative Partial Least Squares (NIPALS) Modeling:

Some Current Developments," in Multivariate Analysis, P. R. Krishnaiah, ed.

New York: Academic Press, Inc., 1973.

194. Yi, Y. "A Critical Review of Consumer Satisfaction," in Review ofMarket ^' ing, Valarie A. Zeithami, ed. Chicago: American Marketing Association, 1990.

195.Zaslavsky, Alan M.;

Bradlow, Eric T. A hierarchical latent variable model for ordinal data from a customer satisfaction survey with "no answer" responses.

Journal of the American Statistical Association, 1999.

196. Zeithami, V. Berry, L. and Parasuraman, A. "The Behavioural Consequences of Service Quality," Journal ofMarketing, 60 (April) 31-66, 1996.

)^)

Pages:     | 1 |   ...   | 2 | 3 ||
 
 >>  ()





 
<<     |    
2013 www.libed.ru - -

, .
, , , , 1-2 .