Page 701 - Introduction to Business

N-4 NOTES

33. Brian Grow, “Saks Fights Off the Ravages of Age,” Business Week, 65. Sellers, “Keeping the Burgers You Already Have.”
September 9, 2002, pp. 70–72. 66. Prokesch, “Competing on Customer Service.”
34. Christopher Palmeri, “Mattel: Up the Hill Minus Jill,” Business 67. Jacob, “Why Some Customers Are More Equal Than Others.”
Week, April 9, 2001, pp. 53–54. 68. Gouillart and Sturdivant, “Spend a Day in the Life of Your
35. Grow, “Saks Fights Off the Ravages of Age.” Customer.”
36. Lara L. Sowinski, “Pernod Ricard Toasts Its U.S. Distribution 69. Paula Lyon Andruss, “So You Want to Be a CEO?” Marketing News,
Partners,” World Trade, August 2002, pp. 24–25. January 29, 2001, pp. 1, 11.
37. Ronald Grover and Top Lowry, “How Sony Could Sharpen Its
Picture,” Business Week, March 11, 2002, p. 80.
Chapter 9
38. Arnold Maltz, “Why You Outsource Dictates How,” T&D, March
1995, pp. 73–80. 1. Alex Taylor III, “Can the Germans Rescue Chrysler?” Fortune, April
39. Taylor, “Can the Germans Save Chrysler?” 30, 2001, pp. 106–112.
40. Charles Wesley Ortan, “A Fine Kettle of Fish,” World Trade, October 2. David Welch, “Meet the New Face of Firestone,” Business Week,
2001, pp. 74–76. April 30, 2001, pp. 64–65.
41. H. Parker Smith, “Is Your Product D.U.M.B. Enough to Take 3. James U. McNeal and Richard T. Hise, “An Examination of Written
Overseas?” World Trade, February 2001, pp. 30–32. Warranties on Routinely Purchased Supermarket Items,” Akron
42. John Teets, “Divide and Conquer,” Chief Executive, April 1995, pp. Business and Economic Review, Fall 1986, pp. 20–30.
50–53. 4. Welch, “Meet the New Face of Firestone.”
43. Ibid. 5. McNeal and Hise, “An Examination of Written Warranties.”
44. Katherine Morrall, “The Children’s Market Has Plenty of Appeal,” 6. Jay Greene, “The House That Microsoft Is Building,” Business Week,
Bank Marketing, February 1995, pp. 45–51. July 22, 2002, p. 40.
45. Roberta Maynard, “Rich Niches,” Nation’s Business, November 7. Charles Haddad, “Sunbeam’s Sole Ray Of Hope,” Business Week,
1993, pp. 39–47. February 19, 2001, p. 62.
46. Chris Roush, “Managed Care, Niche by Niche,” Business Week, June 8. Taylor, “Can the Germans Rescue Chrysler?”
13, 1994, p. 72. 9. Catherine Arnst, “The Birth of a Cancer Drug,” Business Week, July
47. Ron Chepesiuk, “Finding the Right Niche,” Editor & Publisher, 9, 2001, pp. 95–102.
February 5, 1994, pp. 14–15, 33. 10. Andrew Park and Irene M. Kunii, “A Downturn Well Spent,” Business
48. Stuart Kahan, “Contracting or Expanding, Firms Narrow Their Week, July 22, pp. 64–65.
Focus,” Practical Accountant, April 1994, pp. 19–21. 11. Taylor, “Can the Germans Rescue Chrysler?”
49. Francis J. Gouillart and Fredrick D. Sturdivant, “Spend a Day in the 12. Alex Taylor III, “Honda Goes Its Own Way,” Fortune, July 22, 2002,
Life of Your Customer,” Harvard Business Review, January–February pp. 149–152.
1999, pp. 116–125. 13. Richard T. Hise, Larry O’Neal, James U. McNeal, and A.
50. Fredrick F. Reichheld, “Learning from Customer Defections,” Parasuraman, “The Effect of Product Design Activities on
Harvard Business Review, March–April 1996, pp. 56–69. Commercial Success Levels of New Industrial Products,” Journal of
51. Rahul Jacob, “Why Some Customers Are More Equal Than Others,” Product Innovation Management, March 1989, pp. 43–50.
Fortune, September 19, 1994, pp. 215–224. 14. Taylor, “Honda Goes Its Own Way.”
52. Erika Rasmusson, “Wanted: Profitable Customers,” Sales and 15. Financial Times, November 12, 2002.
Marketing Management, May 1999, pp. 28–34. 16. Taylor, “Can the Germans Rescue Chrysler?”
53. Larry Selden and Geoffrey Colvin, “Will This Customer Sink Your
Stock?” Fortune, September 30, 2002, pp. 127–132. Chapter 10
54. Ibid.
55. Michelle Colin, “Newelizing Rubbermaid,” Forbes, May 31, 1999, 1. Marketing News, July 8, 2002.
p. 118. 2. Ibid.
56. Thomas O. Jones and W. Earl Sasser Jr., “Why Satisfied Customers 3. Cliff Edwards, “Everyone Loves A Freebie—Except Dell’s Rivals,”
Defect,” Harvard Business Review, November–December 1995, pp. Business Week, July 22, 2002, p. 36.
88–89. 4. Danielle Harris, “The Shows Will Go On,” Sales and Marketing
57. Patricia Sellers, “Keeping the Burgers You Already Have,” Fortune, Management, May 8, 2000, p. 85.
Autumn–Winter 1993, pp. 56–58. 5. Ibid.
58. Gouillart and Sturdivant, “Spend a Day in the Life of Your 6. Marketing News, July 8, 2002.
Customer.” 7. Harris, “The Shows Will Go On.”
59. Ibid. 8. Deborah L. Vencie, “Trade Show Magic,” Marketing News,
60. Steven E. Prokesch, “Competing on Customer Service: An Interview November 11, 2002, p. 4.
with British Airways’ Sir Colin Marshall,” Harvard Business Review, 9. Harris, “The Shows Will Go On.”
November–December 1995, pp. 101–112. 10. Richard T. Hise and Edward l. Reid, “Improving the Performance of
61. B. Joseph Pine II, Don Peppers, and Martha Rogers, “Do You Want the Industrial Sales Force in the 1990s,” Industrial Marketing
To Keep Your Customers Forever?” Harvard Business Review, Management, October 1994, pp. 273–279.
March–April 1995, pp. 103–114. 11. Philip Kotler and William Mindak, “Marketing and Public
62. R. Whiteley, The Customer Driven Company (Boston: Addison- Relations,” Public Relations Journal, October 1978, p. 16.
Wesley, 1991). 12. Daniel S. Roher, “A Public Relations Primer for the Marketing
63. Alan Silver, “Measuring Your Customer Service,” Industrial Manager,” Public Relations Journal, September 1973, pp. 15–16.
Distribution, May 1976, p. 115. 13. Lambeth Hochwald, “Tuning In the Right Channel,” Sales and
64. Jacob, “Why Some Customers Are More Equal Than Others.” Marketing Management, March 2000, pp. 66–74.

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