Литература

Andreasen, A. R. (1985). «'Backward' market research». Harvard Business Review, 63(3), 176-182.

Birch, E. N. (1990). «Focus on value». Creating Customer Satisfaction (Research Report No.

Cohen, B. (1997). «The WOW effect: How one restaurant continues to delight customers».

Cornell Hotel and Restaurant Quarterly, 38(2), pp. 74-81.

Gale, В. Т., & Buzzell, R. D. (1989). «Market perceived quality». Planning Review, 17(2), 6-15.

Gale, В. T. (1994). Managing customer value. New York: Free Press.

Griffin, J. (1995). Customer loyalty: How to earn it, how to keep it. New York, NY: Lexington Books.

Heskett, J. L., Jones, Т. O., Loveman, G. W., Sasser, E. E. Jr., & Schlesinger, L. A. (1994).

«Putting the service profit chain to work». Harvard Business Review, 72(2), 164-174. Higgins, T. (1998). «The value of customer value analysis». Marketing Research, 10(4), 38-44.

Ho, D. С. K., Cheng, E. W. L., & Fong, P. S. W. (2000). «Integration of value analysis and total quality management». Total Quality Management, 11(2), 179-186.

Jaworski, В., & Kohli, A. (1993). «Market orientation: Antecedents and consequences».

Journal ofMarketing, 57, 53-70.

Jones, Т., & Sasser Jr., W. E. (1995). «Why satisfied customers defect». Harvard Business Review, November/December, Vol. 73, No. 6, 88-99. Kohli, А. К., & Jaworski, В. J. (1990). «Market orientation: The construct, research propo-sitions, and managerial implications». Journal ofMarketing, 54, 1-18.

Kordupleskl, R. E., Rust, R. Т., & Zahorik, A. J. (1993). «Why improving quality doesn't improve quality (or whatever happened to marketing?)». California Management Review, 35(3), 82-95.

Kordupleskl, R. E., & Laitamaki, J. (1997). «Building and deploying profitable growth strategies based on the waterfall of customer value added».

Miles, L. D. (1972). Techniques in value analysis and engineering. New York: McGraw-Hill.

Narver, J. C., & Slater, S. F. (1990). «The effect ofa market orientation on business profitability». Journal ofMarketing, 54, 20-35.

Naumann, E. (1995). Creating customer value: The path to competitive advantage.

Cincinnati, OH: Thompson Executive Press.

Parasuraman, A., ZeithamI, V. A., & Berry, L. L. (1985). «A conceptual model of service quality and its implications for future research». Journal ofMarketing, 49(4), 41-50. Parasuraman, A. (1997). «Reflections on gaining competitive advantage through customer value». Journal of the Academy ofMarketing Science, 25(2), 154-161.

Reichheld, F. F. (1996). «Learning from customer defections». Harvard Business Review, 74(2), 56-69.

Reichheld, F. F. & Sasser, W. E. Jr., (1990). «Zero defections: Quality comes to services».

Harvard Business Review, 68(5), 105-111.

Society of Management Accountants of Canada (1997). Monitoring customer value. (Management Accounting Guideline 36) Toronto, Ontario, Canada.

Sprague, D. A. (1996). «Adding value and value analysis to TQM». Journalfor Quality and Participation, January/February, 70-73.

Treacy, M., & Wiersema, F. (1993). «Customer intimacy and other value disciplines».

Harvard Business Review, 72(1), 84-93.

Woodruff, R. B. (1997). «Customer value: The next Source of competitive advantage» Journal ofthe Academy ofMarketing Science, 25(2), 139-153.