September 2010
Intermediate to advanced
288 pages
10h 16m
English
Content preview from Logistics and Supply Chain Management, 4th Edition
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LO G ISTICS AND CUSTOMER VALU E
55
References
1. Schonberger, R.J., Building a Chain of Customers, The Free Press, 1990.
2. LaLonde, B.J. and Zinszer, P.H., Customer Service: Meaning and Measurement,
National Council of Physical Distribution Management, Chicago, 1976.
3. Corsten, D. and Gruen, T., ‘Stock-outs cause walkouts’, Harvard Business
Review, May 2004.
4. Bayle, M., ‘Brand killers’, Fortune, 11 August 2003, pp. 51–56.
5. Levitt, T. The Marketing Mode, McGraw Hill, 1969.
6. Reichheld, F.A., ‘Loyalty and the renaissance of marketing’, Marketing
Management, Vol. 2, No. 4, 1994, pp. 10–21.
7. Christopher, M., Payne, A. and Ballantyne, D., Relationship Marketing: Creating
Stakeholder Value, Butterworth-Heinemann, 2002.
8. Baker, S., New Consumer ...
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