-
2
-
-
0003938680
-
-
Wiley, New York, NY
-
Albrecht, K. and Zempke, R. (1986), Service America, Wiley, New York, NY.
-
(1986)
Service America
-
-
Albrecht, K.1
Zempke, R.2
-
3
-
-
85033131528
-
Product quality
-
Buzzell, R.D., "Product quality," Pimsletter, No. 4, also reprinted in Kerin, R.A. and Peterson, R.A. (1983), Perspectives on Strategic Marketing Management, 2nd ed., Allyn and Bacon, Boston, MA, pp. 278-93.
-
Pimsletter
, Issue.4
-
-
Buzzell, R.D.1
-
4
-
-
1842650477
-
-
also reprinted, Allyn and Bacon, Boston, MA
-
Buzzell, R.D., "Product quality," Pimsletter, No. 4, also reprinted in Kerin, R.A. and Peterson, R.A. (1983), Perspectives on Strategic Marketing Management, 2nd ed., Allyn and Bacon, Boston, MA, pp. 278-93.
-
(1983)
Perspectives on Strategic Marketing Management, 2nd Ed.
, pp. 278-293
-
-
Kerin, R.A.1
Peterson, R.A.2
-
5
-
-
0003617450
-
-
Free Press, New York, NY
-
Buzzell, R.D. and Gale, B.T. (1987), The PIMS Principles: Linking Strategy to Performance, Free Press, New York, NY.
-
(1987)
The PIMS Principles: Linking Strategy to Performance
-
-
Buzzell, R.D.1
Gale, B.T.2
-
6
-
-
0002352701
-
Market share - A key to profitability
-
January/February
-
Buzzell, R.D., Gale, B.T. and Sultan, R.G.M. (1975), "Market share - a key to profitability", Harvard Business Review, January/February, pp. 97-106.
-
(1975)
Harvard Business Review
, pp. 97-106
-
-
Buzzell, R.D.1
Gale, B.T.2
Sultan, R.G.M.3
-
8
-
-
0011570479
-
-
1987, US Department of Commerce - Bureau of the Census, Government Printing Office, Washington, DC
-
Census of Service Industries - Geographic Area Series (1982, 1987, 1992), US Department of Commerce - Bureau of the Census, Government Printing Office, Washington, DC.
-
(1982)
Census of Service Industries - Geographic Area Series
-
-
-
9
-
-
38249028623
-
Marketing's role in product and service quality
-
Cravens, D.W., Holland, C.W., Lamb, C.W. Jr and Moncrief, W.C. III (1988), "Marketing's role in product and service quality", Industrial Marketing Management, Vol. 17, pp. 285-304.
-
(1988)
Industrial Marketing Management
, vol.17
, pp. 285-304
-
-
Cravens, D.W.1
Holland, C.W.2
Lamb Jr., C.W.3
Moncrief III, W.C.4
-
10
-
-
0004266216
-
-
Prentice-Hall, Englewood Cliffs, NJ
-
Czepiel, J.A. (1992), Competitive Marketing Strategy, Prentice-Hall, Englewood Cliffs, NJ, pp. 258-63.
-
(1992)
Competitive Marketing Strategy
, pp. 258-263
-
-
Czepiel, J.A.1
-
11
-
-
0001440894
-
Criteria used to select management consultants
-
Dawes, P.L., Dowling, G.R. and Paterson, P.G. (1992), "Criteria used to select management consultants", Industrial Marketing Management, Vol. 21, pp. 187-94.
-
(1992)
Industrial Marketing Management
, vol.21
, pp. 187-194
-
-
Dawes, P.L.1
Dowling, G.R.2
Paterson, P.G.3
-
12
-
-
38249013269
-
How firms select professional services
-
Day, E. and Barksdale, H.C. Jr (1992), "How firms select professional services", Industrial Marketing Management, Vol. 21, pp. 85-92.
-
(1992)
Industrial Marketing Management
, vol.21
, pp. 85-92
-
-
Day, E.1
Barksdale Jr., H.C.2
-
13
-
-
0002414485
-
A strategic perspective on product planning
-
Day, G.S. (1975), "A strategic perspective on product planning", Journal of Contemporary Business, pp. 1-34.
-
(1975)
Journal of Contemporary Business
, pp. 1-34
-
-
Day, G.S.1
-
14
-
-
0002795219
-
Diagnosing the product portfolio
-
Day, G.S. (1977), "Diagnosing the product portfolio", Journal of Marketing, Vol. 41, pp. 29-38.
-
(1977)
Journal of Marketing
, vol.41
, pp. 29-38
-
-
Day, G.S.1
-
15
-
-
0003586324
-
-
Times Mirror, St Louis, MO
-
Dillon, W.R., Madden, T.J. and Firtle, N.H. (1987), Marketing Research in a Marketing Environment, Times Mirror, St Louis, MO.
-
(1987)
Marketing Research in a Marketing Environment
-
-
Dillon, W.R.1
Madden, T.J.2
Firtle, N.H.3
-
16
-
-
0004238485
-
-
Harper and Row, New York, NY
-
Drucker, P.F. (1954), The Practice of Management, Harper and Row, New York, NY, pp. 46-7.
-
(1954)
The Practice of Management
, pp. 46-47
-
-
Drucker, P.F.1
-
17
-
-
0030147194
-
Service quality and service productivity management practices
-
Filiatrault, P., Harvey, J. and Chebat, J-C. (1996), "Service quality and service productivity management practices", Industrial Marketing Management, Vol. 25, pp. 243-55.
-
(1996)
Industrial Marketing Management
, vol.25
, pp. 243-255
-
-
Filiatrault, P.1
Harvey, J.2
Chebat, J.-C.3
-
18
-
-
0002830201
-
Innovative marketing strategies and organization structures for service firms
-
Berry, L.L., Shostack, L.G. and Upah, G.D. (Eds), American Marketing Association, Chicago IL
-
Grönroos, C. (1983a), "Innovative marketing strategies and organization structures for service firms", in Berry, L.L., Shostack, L.G. and Upah, G.D. (Eds), Emerging Perspectives on Services Marketing, American Marketing Association, Chicago IL, pp. 9-21.
-
(1983)
Emerging Perspectives on Services Marketing
, pp. 9-21
-
-
Grönroos, C.1
-
21
-
-
0040067898
-
-
Southwestern, Cincinnati, OH
-
Haas, R.W. (1995), Business Marketing, 6th ed., Southwestern, Cincinnati, OH, pp. 317-19.
-
(1995)
Business Marketing, 6th Ed.
, pp. 317-319
-
-
Haas, R.W.1
-
22
-
-
1842700653
-
The impact of buyer-seller relationships on organizational purchasing
-
Hall, M.C. and Rao, C.P. (1994), "The impact of buyer-seller relationships on organizational purchasing", The Journal of Marketing Management, Vol. 4 No. 1, pp. 1-10.
-
(1994)
The Journal of Marketing Management
, vol.4
, Issue.1
, pp. 1-10
-
-
Hall, M.C.1
Rao, C.P.2
-
23
-
-
38249026993
-
Selecting an industrial advertising agency
-
Harvey, M.G. and Rupert, J.P. (1988), "Selecting an industrial advertising agency", Industrial Marketing Management, Vol. 17, pp. 119-28.
-
(1988)
Industrial Marketing Management
, vol.17
, pp. 119-128
-
-
Harvey, M.G.1
Rupert, J.P.2
-
24
-
-
0000380646
-
Lessons in the service sector
-
Heskett, J.L. (1987), "Lessons in the service sector", Harvard Business Review, Vol. 87 No. 2, pp. 118-26.
-
(1987)
Harvard Business Review
, vol.87
, Issue.2
, pp. 118-126
-
-
Heskett, J.L.1
-
25
-
-
0001053682
-
Buyer perceived service quality in industrial networks
-
Holmlund, M. and Kock, S. (1995), "Buyer perceived service quality in industrial networks", Industrial Marketing Management, Vol. 24, pp. 109-21.
-
(1995)
Industrial Marketing Management
, vol.24
, pp. 109-121
-
-
Holmlund, M.1
Kock, S.2
-
26
-
-
38249029177
-
Unique aspects of marketing industrial services"
-
Jackson, R.W. and Cooper, P.D. (1988), "Unique aspects of marketing industrial services", Industrial Marketing Management, Vol. 17, pp. 111-18.
-
(1988)
Industrial Marketing Management
, vol.17
, pp. 111-118
-
-
Jackson, R.W.1
Cooper, P.D.2
-
27
-
-
0002828426
-
An empirical investigation of the differences in goods and services as perceived by organizational buyers
-
Jackson, R.W., Neidell, L.A. and Lunsford, D.A. (1995), "An empirical investigation of the differences in goods and services as perceived by organizational buyers", Industrial Marketing Management, Vol. 24, pp. 99-108.
-
(1995)
Industrial Marketing Management
, vol.24
, pp. 99-108
-
-
Jackson, R.W.1
Neidell, L.A.2
Lunsford, D.A.3
-
28
-
-
0029693274
-
Organizational buying behavior: Toward an integrative framework
-
Johnston, W.J. and Lewin, J.E. (1996), "Organizational buying behavior: toward an integrative framework", Journal of Business Research, Vol. 35 No. 1, pp. 1-15.
-
(1996)
Journal of Business Research
, vol.35
, Issue.1
, pp. 1-15
-
-
Johnston, W.J.1
Lewin, J.E.2
-
29
-
-
0003902676
-
-
Prentice-Hall, Englewood Cliffs, NJ
-
Kotler, P. (1994), Marketing Management, 8th ed., Prentice-Hall, Englewood Cliffs, NJ.
-
(1994)
Marketing Management, 8th Ed.
-
-
Kotler, P.1
-
30
-
-
0004241479
-
-
Prentice-Hall, Englewood Cliffs, NJ
-
Lovelock, C.H. (1992), Managing Services, 2nd ed., Prentice-Hall, Englewood Cliffs, NJ.
-
(1992)
Managing Services, 2nd Ed.
-
-
Lovelock, C.H.1
-
31
-
-
85033126891
-
Proof that quality pays off
-
San Francisco, CA, 8-10 March, quoted in Zeithmal and Bitner
-
Mendelowitz, A. (1992), "Proof that quality pays off", presentation at the Customer Satisfaction and Quality Measurement Conference, San Francisco, CA, 8-10 March, quoted in Zeithmal and Bitner (1996, p. 254).
-
(1992)
Customer Satisfaction and Quality Measurement Conference
, pp. 254
-
-
Mendelowitz, A.1
-
34
-
-
0011636404
-
-
Robert Morris Associates, Philadelphia, PA
-
RMA Annual Statement Studies 1993 (1993), Robert Morris Associates, Philadelphia, PA.
-
(1993)
RMA Annual Statement Studies 1993
-
-
-
35
-
-
0017977031
-
The directional policy matrix - Tool for strategic planning
-
Robinson, S.J.Q., Hichens, R.E. and Wade, D.P. (1978), "The directional policy matrix - tool for strategic planning", Long Range Planning, Vol. 11, pp. 8-15.
-
(1978)
Long Range Planning
, vol.11
, pp. 8-15
-
-
Robinson, S.J.Q.1
Hichens, R.E.2
Wade, D.P.3
-
36
-
-
1842801637
-
-
AMACOM, New York, NY
-
Rothschild, W.E. (1976), Putting It All Together, AMACOM, New York, NY, pp. 141-62.
-
(1976)
Putting It All Together
, pp. 141-162
-
-
Rothschild, W.E.1
-
37
-
-
0002394782
-
Impact of strategic planning on profit performance
-
March-April
-
Schoeffler, S., Buzzell, R.D. and Heaney, D.F. (1974), "Impact of strategic planning on profit performance", Harvard Business Review, Vol. 52, March-April, pp. 137-45.
-
(1974)
Harvard Business Review
, vol.52
, pp. 137-145
-
-
Schoeffler, S.1
Buzzell, R.D.2
Heaney, D.F.3
-
38
-
-
0002705824
-
Breaking free from product marketing
-
Shostack, G.L. (1977), "Breaking free from product marketing", Journal of Marketing, Vol. 41, pp. 73-80.
-
(1977)
Journal of Marketing
, vol.41
, pp. 73-80
-
-
Shostack, G.L.1
-
39
-
-
0003441938
-
-
US Department of Commerce - Bureau of the Census, Government Printing Office, Washington, DC
-
Statistical Abstract of the United States 1994 (1994), US Department of Commerce - Bureau of the Census, Government Printing Office, Washington, DC.
-
(1994)
Statistical Abstract of the United States 1994
-
-
-
40
-
-
0011698005
-
Strategic marketing: Betas, boxes, or basics
-
Summer
-
Wensley, R. (1981), "Strategic marketing: betas, boxes, or basics", Journal of Marketing, Vol. 45 Summer, pp. 173-82.
-
(1981)
Journal of Marketing
, vol.45
, pp. 173-182
-
-
Wensley, R.1
-
41
-
-
38249033144
-
Referrals between professional service providers
-
Wheiler, K. (1987), "Referrals between professional service providers", Industrial Marketing Management, Vol. 16, pp. 191-200.
-
(1987)
Industrial Marketing Management
, vol.16
, pp. 191-200
-
-
Wheiler, K.1
-
42
-
-
77951511906
-
An integrated model of buyer-seller relationships
-
Wilson, D.T. (1995), "An integrated model of buyer-seller relationships", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 335-45.
-
(1995)
Journal of the Academy of Marketing Science
, vol.23
, Issue.4
, pp. 335-345
-
-
Wilson, D.T.1
-
43
-
-
1842751068
-
Business services, profitability, projects and pre-projects: Conceptual analysis and exploratory research
-
Owens Swift, C. (Ed.)
-
Wilson, T.L. (1996), "Business services, profitability, projects and pre-projects: conceptual analysis and exploratory research", in Owens Swift, C. (Ed.), Enhancing Knowledge Development in Marketing: Atlantic Marketing Conference Proceedings, Vol. XII, pp. 77-83 .
-
(1996)
Enhancing Knowledge Development in Marketing: Atlantic Marketing Conference Proceedings
, vol.12
, pp. 77-83
-
-
Wilson, T.L.1
-
44
-
-
0030102894
-
Business services 1982-1992: Growth, industry characteristics, financial performance
-
Wilson, T.L. and Smith, F.E. (1996), "Business services 1982-1992: growth, industry characteristics, financial performance", Industrial Marketing Management, Vol. 25, pp. 163-71.
-
(1996)
Industrial Marketing Management
, vol.25
, pp. 163-171
-
-
Wilson, T.L.1
Smith, F.E.2
-
45
-
-
38249008504
-
Buying and marketing CPA services
-
Woodside, A.G., Wilson, E.J., and Milner, P. (1992), "Buying and marketing CPA services", Industrial Marketing Management, Vol. 21, pp. 265-72.
-
(1992)
Industrial Marketing Management
, vol.21
, pp. 265-272
-
-
Woodside, A.G.1
Wilson, E.J.2
Milner, P.3
-
47
-
-
0003460274
-
-
NAL Books, New York, NY
-
Zemke, R. (1989), The Service Edge, NAL Books, New York, NY.
-
(1989)
The Service Edge
-
-
Zemke, R.1
-
48
-
-
0003711258
-
-
McGraw-Hill, New York, NY
-
Zeithmal, V.A. and Bitner, M.J. (1996), Services Marketing, McGraw-Hill, New York, NY.
-
(1996)
Services Marketing
-
-
Zeithmal, V.A.1
Bitner, M.J.2
|