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Notes

PREFACE

1. 2010–2012 Research Priorities (Cambridge, MA Marketing Science Institute, 2010), http://www.msi.org/research/index.cfm?id=271.

2. C. Gronroos, A Service Perspective on Business Relationships: The Value Creation, Interaction, and Marketing Interface, Industrial Marketing Management 40 (2011): 240–247.

3. A. Weinstein, How to Create an Innovative MBA Course, Marketing Educator, 1998 (Spring): 6.

CHAPTER 1: CUSTOMERS WANT EXCEPTIONAL VALUE

1. Fortune, World’s most admired companies, 2011, http://money.cnn.com/magazines/fortune/mostadmired/ ...

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