Примечания
262 Часть III. Альтернативные стратегии бизнеса
2. Stan L. Friedman, «Corporate America's Social Conscience», Fortune, June 23, i 2003, Ibid., p.
S4.3. «Esso — Should the Tiger Change Its Stripes?» Reputation Impact, October 2002, : p. 16.
4. David A. Aaker, Managing Brand Equity, New York: Free Press, 1991, p. 57.
5. «Shoppers Like Wide Variety of Houseware Brands», Discount Store News, October 24,1988, p. 40.
6. Leo Bogart and Charles Lehman, «What Makes a Brand Name Familiar?», Journal of Marketing Research, February 1973, pp. 17-22.
7. Web-сайт «Lexus», 2003.
8. Valarie A. Zeithaml, Leonard L. Berry, and A. Parasuraman, «Communication and Control Processes in the Delivery of Service Quality», Journal of Marketing, April 1988, pp. 35-48; A. Parasuraman, Leonard L. Berry, and Valarie A. Zeithaml, «Guidelines for Conducting Service Quality Research», Marketing Research, December 1990, pp.
34-44.9. С. К. Prahalad and M. S. Krisnan, «The New Meaning of Quality in the Information Age», Harvard Business Review, September-October 1999, p. 110.
10. Lawrence Ulrich, «Toyota, Lexus Lead in Quality», www.auto.com/industry, June 16, 2003.
11. Robert Jacobson and David A. Aaker, «The Strategic Role of Product Quality», Journal of Marketing, October 1987, pp. 31-44.
12. David A. Aaker and Robert Jacobson, «The Financial Information Content of Perceived Quality», Journal of Marketing Research, May 1994.
13. Обзор систем управления тотальным качеством в Соединенных Штатах см. в специальном тематическом выпуске: California Management Review, Spring, 1993.
14. A. Parasuraman, Leonard L. Berry, and Valarie A. Zeithaml, «Guidelines for Conducting Service Quality Research», Marketing Research, December 1990, pp. 34-44.
15. David Walker, «At Sheraton, the Guest Is Always Right», Adveek's Marketing Week, October 23,1989, pp. 20-21.
16. Tom Peters and Nancy Austin, A Passion for Excellence, New York: Random House, 1985, p. 77.
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