Маркетинг менеджмент. Экспресс-курс

Котлер Филип

179

См.: Mary C. Gilly and Richard W. Hansen, «Consumer Complaint Handling as a Strategic Marketing Tool», Journal of Consumer Marketing (Fall 1985): 5–16.

180

См.: James H. Donnelly Jr. and John M. Ivancevich, «Post-Purchase Reinforcement and Back-Out Behavior», Journal of Marketing Research (August 1970): 399—400.

181

John D. Cripps, «Heuristics and Biases in Timing the Replacement of Durable Products», Journal of Consumer Research 21 (September 1994): 304—318.

182

Andy Reinhardt,

«SAP: A Sea Change in Software», BusinessWeek , July 11, 2005, pp. 46—47; Janet Guyon, «The Man Who Mooned Larry Ellison», Fortune , July 7, 2003, pp. 71—74.

183

Frederick E. Webster Jr., and Yoram Wind, Organizational Buying Behavior (Upper Saddle River, NJ: Prentice Hall, 1972), p. 2.

184

Robert Hiebeler, Thomas B. Kelly, and Charles Ketteman, Best Practices: Building Your Business with Customer-Focused Solutions (New York: Arthur Andersen/Simon & Schuster, 1998), pp. 124—126.

185

Patrick Robinson, Charles W. Faris and Yoram Wind, Industrial Buying and Creative Marketing (Boston: Allyn & Bacon, 1967).

186

См.: Daniel H. McQuiston, «Novelty, Complexity and Importance as Casual Determinants of Industrial Buyer Behavior», Journal of Marketing (April 1989): 66—79; и Peter Doyle, Arch G. Woodside, and Paul Mitchell, «Organizational Buying in New Task and Rebuy Situations», Industrial Marketing Management , February 1979, pp. 7–11.

187

Urban B. Ozanne and Gilbert A. Churchill, Jr., «Five Dimensions of the Industrial Adoption Process», Journal of Marketing Research (August 1971): 322—328.

188

См.: Donald W. Jackson Jr., Janet E. Keith, and Richard K. Burdick, «Purchasing Agents Perceptions of Industrial Buying Center Influence: A Situational Approach», Journal of Marketing (Fall 1984): 75—83.

189

Frederick E. Webster Jr. and Yoram Wind, Organizational Buying Behavior (Upper Saddle River, NJ: Prentice Hall, 1972), p. 6.

190

Frederick E. Webster Jr. and Yoram Wind, Organizational Buying Behavior (Upper Saddle River, NJ: Prentice Hall, 1972), p. 78—80.

191

Frederick E. Webster Jr., and Yoram Wind, «A General Model for Understanding Organizational Buying Behavior», Journal of Marketing 36 (April 1972): 12—19; Frederick E. Webster Jr. and Yoram Wind, Organizational Buying Behavior .

192

Frederick E. Webster Jr. and Kevin Lane Keller, «A Road Map for Branding in Industrial Markets», Journal of Brand Management 11 (May 2004): 388—402.

193

Scott Ward and Frederick E. Webster Jr., «Organizational Buying Behavior» in Handbook of Consumer Behavior , edited by Tom Robertson and Hal Kassarjian (Upper Saddle River, NJ: Prentice Hall, 1991), ch.12, pp. 419—458.

194

Frederick E. Webster Jr., and Yoram Wind, Organizational Buying Behavior (Upper Saddle River, NJ: Prentice Hall, 1972), p. 6.

195

Nirmalya Kumar, Marketing as Strategy: Understanding the CEO’s Agenda for Driving Growth and Innovation (Boston: Harvard Business School Press, 2004).

196

Nirmalya Kumar, Marketing as Strategy: Understanding the CEO’s Agenda for Driving Growth and Innovation (Boston: Harvard Business School Press, 2004).

197

Patrick Robinson, Charles W. Faris, and Yoram Wind, Industrial Buying and Creative Marketing (Boston: Allyn & Bacon, 1967).

198

Rick Mullin,

«Taking Customer Relations to the Next Level», The Journal of Business Strategy (January–February 1997): 22—26.

199

Robert Hiebeler, Thomas B. Kelly, and Charles Ketteman, Best Practices: Building Your Business with Customer-Focused Solutions (New York: Arthur Andersen/Simon & Schuster, 1998), pp. 122—124.

200

См.: «Xerox Multinational Supplier Quality Survey», Purchasing, January 12, 1995, p. 112.

201

Daniel J. Flint, Robert B. Woodruff, and Sarah Fisher Gardial, «Exploring the Phenomenon of Customers’ Desired Value Change in a Business-to-Business Context», Journal of Marketing 66 (October 2002): 102—117.

202

Donald R. Lehmann and John O’Shaughnessy, «Differences in Attribute Importance for Different Industrial Products», Journal of Marketing (April 1974): 36—42.

203

Tim Minahan, «OEM Buying Survey – Part 2: Buyers Get New Roles But Keep Old Tasks», Purchasing , July 16, 1998, pp. 208—209. Влиянию Интернета на выбор поставщика посвящена работа: Kevin Ferguson, «Purchasing in Packs», BusinessWeek , November 1, 1999, pp. EB32–38.

204

Robert M. Morgan and Shelby D. Hunt, «The Commitment–Trust Theory of Relationship Marketing», Journal of Marketing 58, no. 3 (1994): 20—38; Christine Moorman, Rohit Deshpande, and Gerald Zaltman, «Factors Affecting Trust in Market Research Relationships», Journal of Marketing 57 (January 1993): 81–101; Kevin Lane Keller and David A. Aaker, «Corporate-Level Marketing: The Impact of Credibility on a Company’s Brand Extensions», Corporate Reputation Review 1 (August 1998): 356—378; Bob Violino, «Building B2B Trust», Computerworld , June 17, 2002, p. 32.