市场空间开发中客户价值管理问题的研究
|
摘要
由于技术的不断进步，社会的不断变迁，客户需求的挑剔，市场竞争的加剧，许多行业所面临的市场正在发生前所未有的激烈变迁。企业正在面临一个日益复杂多变的竞争环境，其所面临的市场由于人口和社会经济的大幅度的变迁而发生急速变化。加之企业普遍采用产品基准化及生产、技术、质量、服务等方面管理过程的标准化，使得企业产品和服务在许多方面趋于同质。从而造成企业的利润日渐稀薄，行业增长呆滞、生产能力过剩、竞争更加剧烈。许多企业面临与关注的一个现实问题就是现有市场越来越狭窄。从而如何在不佳的市场境遇之中开发和拓展市场空间，建立起竞争优势是企业界和理论界必须重视和研究的一项重大课题。
本论文就市场空间开发中的客户价值管理问题进行研究，全文共分八章，具体安排如下：
第一章首先阐述了基于客户价值的市场空间开发是新的知识经济时代企业市场营销发展的必然要求。市场空间是企业生存和发展的空间，也是一种营销观念，更是营销环境变化和新的营销范式的需要。市场空间开发中客户价值管理问题研究的重要性在于该问题是现实环境变化对企业管理的要求、是企业寻求和建立竞争优势的战略需要，也是是充实和完善客户价值理论体系的需要。
第二章对现有市场空间和客户价值的理论文献资料进行了全面综述。新的市场空间开发问题是一个全新的研究领域，因此目前尚缺乏完整的理论体系。市场空间开发的实质和基本前提是把握和挖掘客户价值。现有的客户价值本身研究基本上限定在目的—手段行为的框架之内，在研究内容方面更多地集中在产品和服务的内在属性因素和外在因素对感觉价值的影响，以及感觉价值和客户关系、客户行为之间的相互关系。文章在对现有文献进行综述的基础上，对现有研究进行了评述，为市场空间开发中客户价值的管理问题的研究奠定了理论基础并且寻求确定出该问题研究的内容和目标。
第三章首先结合中国古代哲学思想和西方古典经济学价值论以及现代企业运作成功经验，总结出普遍适应的一般价值原则，作为指导企业持续价值创新和价值实现的基本指导准则。并且综合以往的研究成果，文章提出客户价值是一个多重概念的集合，是包括了厂商和客户双方价值方面的一个价值集合体，解决了客户价值概念混乱的问题。
第四章讨论了客户价值导向和客户价值管理理论框架。客户价值导向是以
客户价值为中心的市场导向和学习导向，是企业客户价值管理的指导方针。客
户价值管理主要包括了客户价值信息挖掘、客户价值创新、价值平衡等主要内
容。文章借鉴全面质量管理(TQM)的思想，提出全面价值管理(Total Value
Management，TvM)。TVM的主要内涵是企业树立起为客户提供优异价值的文
化和价值观念，通过具体的主要业务过程，在完善信息管理和知识管理的基础
之上，全员参与、全过程为客户创造和递送比竞争对手更加优异的价值。
第五章讨论了客户价值创新和创造新的市场空间的关系。价值创新是一种
系统的创新活动和战略思维。价值创新关注如何向现实市场提供比竞争对手更
加全新而优异的客户价值，并且通过价值量级的飞越和合适的经济价位造就新
的规模市场。价值创新活动的输入要素主要是知识和创意。价值创新需要相应
的企业能力尤其是价值创新能力作保证，因此价值创新能力是创造新的市场空
间的前提和基础，而价值创新能力的形成和培育需要企业系统的知识管理。公
司的价值创新在实务上可以通过提高、降低、创造和剔除的基本方式，在价值
创新的产品平台、信息平台、服务平台和递送平台上，对价值要素进行相应具
体的创新活动。信息平台是构成公司价值创新平台的基础，也是公司知识生成
和知识管理的基础平台。
第六章论述了市场空间开发中客户价值信息的挖掘。市场信息的重要作用
在于其对客户选择行为模式和企业的行为模式产生重大影响。客户价值驱动因
素的确定，是企业了解和把握客户价值信息的重要基础。文章提出了挖掘客户
价值驱动因素信息的方法和步骤。文章借鉴领先用户的思想方法，提出最有信
息客户法(the most infonnative eustomer methodology)，和相应的管理步骤和过
程。同时用马尔可夫分析方法和模糊分析方法对客户价值状态和评价信息进行
案例实证分析。
第七章讨论了客户价值管理中价值的平衡问题。文章就客户对于公司的价
值成分进行了分析，在此基础上建立了价值平衡的经济控制论模型，并且以具
体企业为典型案例对客户价值的投入和企业价值之间的关系进行实证分析。文
章还通过博弈论模型，对客户价值管理中企业和客户之间的价值平衡进行实证
分析。
第八章就论文的主要结论对全文进行总结，指出论文存在的局限性，并且
提出今后进一步研究的方向。
With the incessant development of science and technology, social evolution, more demanding customers and fierce competition, the markets in many industries have changed rapidly in an unprecedented way. All companies now are facing a complicated and changeable competition environment, in which markets choppy changes are taking place as a result of demographic and social economic transitions. In addition, the benchmarking of the products and standardization of the production, technology, quality and service processes have been accepted widely in the companies, and which makes the products and services tend to homogeneity in many aspects. Therefore, the profitability of the companies is getting thinner and thinner, the growth of industries is getting stagnant, production capacities are more superfluous over demand, and the competition is getting more violent than ever before. Many companies have to confront a practical issue that their existing markets are becoming more and more limited. So it is a very importa
nt work of both academics and industrial practitioners for companies to develop and expand their market spaces in the unfavorable market situations and to establish the new competitive advantages.
The dissertation focuses on the issues on customer value management in market space development, which consists of eight chapters, they are arranged as follows:
In the first chapter, it has been expatiated on that the market space development based on the customer value is the necessary requirement for the marketing development in the new knowledge economy era. Market space is the Lebensraum and development space for companies, and a new marketing concept; still more, it is the demand of new marketing paradigm of the companies in marketing environment changes. The importance to study the issue of customer value management in market space development exists in the fact that it is the need of management for the environment changes, the demand for companies to seek for their competitive advantages, and the requirement to enrich and fill up the customer value theories.
In the second chapter, a comprehensive review on the existent literatures on market space and customer value is made. New market space development issue is
very new research domain, so at present there is little theoretical system for the subject. The essence and prerequisite for market space development is to understand and explore the customer value. The existing customer value researches are mainly defined in the framework of means-ends-behavior, and the researches mainly focus on the impact of the intrinsic and extrinsic attributes of the products and services on the customer perceived value, as well as the relationships among customer perceived value and customer relation and customer behaviors. On the basis of literature review, the existent researches are summarized and commented, thus it lays the theoretical foundations for the research of market space development based on the customer value, and the research objectives and scope have been therefore sought out and confirmed.
In the third chapter, the value general principle is concluded on the basis of Chinese ancient philosophy ideas and the western classic economic value theories, combined with successful practices of modern companies. The value general principle universally holds true, and should be regarded as a basic guideline principle for companies in sustainable value creation and value realization. And after extensive analysis of the research results of the literatures, it is suggested that the customer value be a complex concept set rather than a single concept, which contains various values from both the customer and company aspect. The notion that customer value is a value concept set solves the confusion in customer value concept in literatures at present.
In the fourth chapter, the customer value orientation and the theoretical framework for CVM are discussed. Customer value orientation is both market orientation and learning orientation with customer value as a foc
本论文就市场空间开发中的客户价值管理问题进行研究，全文共分八章，具体安排如下：
第一章首先阐述了基于客户价值的市场空间开发是新的知识经济时代企业市场营销发展的必然要求。市场空间是企业生存和发展的空间，也是一种营销观念，更是营销环境变化和新的营销范式的需要。市场空间开发中客户价值管理问题研究的重要性在于该问题是现实环境变化对企业管理的要求、是企业寻求和建立竞争优势的战略需要，也是是充实和完善客户价值理论体系的需要。
第二章对现有市场空间和客户价值的理论文献资料进行了全面综述。新的市场空间开发问题是一个全新的研究领域，因此目前尚缺乏完整的理论体系。市场空间开发的实质和基本前提是把握和挖掘客户价值。现有的客户价值本身研究基本上限定在目的—手段行为的框架之内，在研究内容方面更多地集中在产品和服务的内在属性因素和外在因素对感觉价值的影响，以及感觉价值和客户关系、客户行为之间的相互关系。文章在对现有文献进行综述的基础上，对现有研究进行了评述，为市场空间开发中客户价值的管理问题的研究奠定了理论基础并且寻求确定出该问题研究的内容和目标。
第三章首先结合中国古代哲学思想和西方古典经济学价值论以及现代企业运作成功经验，总结出普遍适应的一般价值原则，作为指导企业持续价值创新和价值实现的基本指导准则。并且综合以往的研究成果，文章提出客户价值是一个多重概念的集合，是包括了厂商和客户双方价值方面的一个价值集合体，解决了客户价值概念混乱的问题。
第四章讨论了客户价值导向和客户价值管理理论框架。客户价值导向是以
客户价值为中心的市场导向和学习导向，是企业客户价值管理的指导方针。客
户价值管理主要包括了客户价值信息挖掘、客户价值创新、价值平衡等主要内
容。文章借鉴全面质量管理(TQM)的思想，提出全面价值管理(Total Value
Management，TvM)。TVM的主要内涵是企业树立起为客户提供优异价值的文
化和价值观念，通过具体的主要业务过程，在完善信息管理和知识管理的基础
之上，全员参与、全过程为客户创造和递送比竞争对手更加优异的价值。
第五章讨论了客户价值创新和创造新的市场空间的关系。价值创新是一种
系统的创新活动和战略思维。价值创新关注如何向现实市场提供比竞争对手更
加全新而优异的客户价值，并且通过价值量级的飞越和合适的经济价位造就新
的规模市场。价值创新活动的输入要素主要是知识和创意。价值创新需要相应
的企业能力尤其是价值创新能力作保证，因此价值创新能力是创造新的市场空
间的前提和基础，而价值创新能力的形成和培育需要企业系统的知识管理。公
司的价值创新在实务上可以通过提高、降低、创造和剔除的基本方式，在价值
创新的产品平台、信息平台、服务平台和递送平台上，对价值要素进行相应具
体的创新活动。信息平台是构成公司价值创新平台的基础，也是公司知识生成
和知识管理的基础平台。
第六章论述了市场空间开发中客户价值信息的挖掘。市场信息的重要作用
在于其对客户选择行为模式和企业的行为模式产生重大影响。客户价值驱动因
素的确定，是企业了解和把握客户价值信息的重要基础。文章提出了挖掘客户
价值驱动因素信息的方法和步骤。文章借鉴领先用户的思想方法，提出最有信
息客户法(the most infonnative eustomer methodology)，和相应的管理步骤和过
程。同时用马尔可夫分析方法和模糊分析方法对客户价值状态和评价信息进行
案例实证分析。
第七章讨论了客户价值管理中价值的平衡问题。文章就客户对于公司的价
值成分进行了分析，在此基础上建立了价值平衡的经济控制论模型，并且以具
体企业为典型案例对客户价值的投入和企业价值之间的关系进行实证分析。文
章还通过博弈论模型，对客户价值管理中企业和客户之间的价值平衡进行实证
分析。
第八章就论文的主要结论对全文进行总结，指出论文存在的局限性，并且
提出今后进一步研究的方向。
With the incessant development of science and technology, social evolution, more demanding customers and fierce competition, the markets in many industries have changed rapidly in an unprecedented way. All companies now are facing a complicated and changeable competition environment, in which markets choppy changes are taking place as a result of demographic and social economic transitions. In addition, the benchmarking of the products and standardization of the production, technology, quality and service processes have been accepted widely in the companies, and which makes the products and services tend to homogeneity in many aspects. Therefore, the profitability of the companies is getting thinner and thinner, the growth of industries is getting stagnant, production capacities are more superfluous over demand, and the competition is getting more violent than ever before. Many companies have to confront a practical issue that their existing markets are becoming more and more limited. So it is a very importa
nt work of both academics and industrial practitioners for companies to develop and expand their market spaces in the unfavorable market situations and to establish the new competitive advantages.
The dissertation focuses on the issues on customer value management in market space development, which consists of eight chapters, they are arranged as follows:
In the first chapter, it has been expatiated on that the market space development based on the customer value is the necessary requirement for the marketing development in the new knowledge economy era. Market space is the Lebensraum and development space for companies, and a new marketing concept; still more, it is the demand of new marketing paradigm of the companies in marketing environment changes. The importance to study the issue of customer value management in market space development exists in the fact that it is the need of management for the environment changes, the demand for companies to seek for their competitive advantages, and the requirement to enrich and fill up the customer value theories.
In the second chapter, a comprehensive review on the existent literatures on market space and customer value is made. New market space development issue is
very new research domain, so at present there is little theoretical system for the subject. The essence and prerequisite for market space development is to understand and explore the customer value. The existing customer value researches are mainly defined in the framework of means-ends-behavior, and the researches mainly focus on the impact of the intrinsic and extrinsic attributes of the products and services on the customer perceived value, as well as the relationships among customer perceived value and customer relation and customer behaviors. On the basis of literature review, the existent researches are summarized and commented, thus it lays the theoretical foundations for the research of market space development based on the customer value, and the research objectives and scope have been therefore sought out and confirmed.
In the third chapter, the value general principle is concluded on the basis of Chinese ancient philosophy ideas and the western classic economic value theories, combined with successful practices of modern companies. The value general principle universally holds true, and should be regarded as a basic guideline principle for companies in sustainable value creation and value realization. And after extensive analysis of the research results of the literatures, it is suggested that the customer value be a complex concept set rather than a single concept, which contains various values from both the customer and company aspect. The notion that customer value is a value concept set solves the confusion in customer value concept in literatures at present.
In the fourth chapter, the customer value orientation and the theoretical framework for CVM are discussed. Customer value orientation is both market orientation and learning orientation with customer value as a foc
引文
[1] Achrol, Ravi S and Kotler, Philip (1999): Marketing in the network economy Journal of Marketing; New York; Vol.63 (special issue).
[2] Anderson, J.C. (1995): Relationships in Business Markets: Exchange Episodes, Value Creation, and Their Empirical Assessment. Journal of the Academy of Marketing Science 23, 346-350.
[3] Anderson, James C., Dipak C. Jain, and Pradeep K. Chintagunta (1993). "Customer Value Assessment in Business Markets: A State-of-Practice Study." Journal of Business to Business Marketing 1 (1): 3-30.
[4] Anderson, James C. and Narus, James A. (1998), Business Marketing: Understand What Customers Value, Harvard Business Review, November-December.
[5] Anderson, J.C., and Narus, J.A. (1999): Business Market Management: Understanding, Creating, and Delivering Value. Prentice Hall, Upper Saddle River, NJ.
[6] Anderson, J.C., Hkansson, H. and Johanson, J. (1994): Dyadic Business Relationships within a Business Network Context. Journal of Marketing 58, 1-15.
[7] Anderson, Paul F., Chambers, Terry M. (1985): A Reward/Measurement Model of Organizational Buying Behavior. Journal of Marketing 49(Spring), 7-23.
[8] Argyris, Chris and Donald A. Schon. (1978). Organizational Learning: A Theory of Action Perspective. Reading, MA: Addison-Wesley.
[9] Armstrong, J. S., and Collopy, F. (1996): Competitor Orientation. Journal of Marketing Research. May, 188-199.
[10] Arthur, W. Brian (1996), Increasing Returns and the New World of Business, Harvard Business Review, 7-8.
[11] Athanassopoulos, Antreas D. (2000), "Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior," Journal of Business Research, 47 (3), 191-207.
[12] Baker, William E. and James M Sinkula (1999); The synergistic effect of market orientation and learning orientation on organizational performance. Journal of Academy of Marketing Science; Greenvale; Fall; Vol.27, pp.411-427.
[13] Band, William A. (1991). Creating Value for Customers. New York: John WHey.
[14] Banker, R. D. and Kauffman, R. J. (1991), Quantifying the Business Value of Information Technology: An Illustration of the Business Value Linkage Framework, New York University Working Paper Series, Stem School of Business, New York University, New York, NY.
[15] Bateson, Gregory (1972). Steps to an Ecology of Mind. New York: Ballantine.
[16] Becker, Boris W. and Connor, Patrick E. (1981): Personal Values of the Heavy Users of Mass Media. Journal of Advertising Research, 21(October), 37-43.
[17] Berger, Paul D. and Nada 1. Nasr. (1998). "Customer Lifetime Value: Marketing Models and Applications." Journal of Interactive Marketing, 12 (Winter): 17-30.
[18] Berry, Leonard L. (1995): Relationship Marketing of Services—Growing Interest, Emerging Perspectives. Journal of the Academy of Marketing Science, 23(Fall), 236-45.
[19] Berry, L.L. and Yadav, M.S. (1996), "Capture and communicate value in the pricing of services", Sloan Management Review, Summer, pp. 41-51.
[20] Bettis, R. A. and C. K. Prahalad. (1995). "The Dominant Logic: Retrospective and Extension." Strategic Management Journal 16:5-14.
[21] Biong, H., Wathne K., and Parvatiyar, A. (1997): Why Do Some Companies Not Want to Engage in Partnering Relationships, in Relationships and Networks in International Business Markets, H.G. Gemünden, T. Ritter and A. Walter, eds., Elsevier Science, New York, pp 91-107.
[22] Birch, Eric N. (1990). "Focus on Value." In Creating Customer Satisfaction. Research Report No. 944. New York: The Conference Board, 3-4.
[23] Blattberg, Robert C. and John Deighton. (1991). "Interactive Marketing: Exploiting the Age of Addressability." Sloan Management Review 33 (Fall): 5-14.
[24] Blattberg, R.C. and Deighton, J. (1996), "Manage marketing by the customer equity test", Harvard Business Review, Vol.74, July-August, pp.136-44.
[25] Brandenburger and Nalebuff (1995), the Right Game: Use Game Theory to Shape Strategy. Harvard Business Review, July-August, pp.57-71.
[26] Brandenburger, A.M. and Stuart, H.W. (1996), "Value-based business strategy", Journal of Economics and Management Strategy, Vol.5 No.1, pp. 5-24.
[27] Bolton, Ruth N., Drew, James H. (1991): A Multistage Model of Customers' Assessments of Service Quality and Value. Journal of Consumer Research 17(March), 375-384.
[28] Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V. A. (1993): Dynamic Process of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research ⅩⅪ (February): 7-27.
[29] Bums, Mary Jane (1993). Value in Exchange: The Consumer Perspective. Knoxville: The University of Tennessee.
[30] Butz, Howard E., Jr. and Leonard D. Goodstein. (1996). "Measttring Customer Value: Gaining the Strategic Advantage." Organizational Dynamics 24 (Winter): 63-77.
[31] Buzzell, R. D., and Gale, B. T. (1987): The PIMS Principles: Linking Strategies to Performance. The Free Press, New York.
[32] Cadotte, E.R., Woodruff, R.B. and Jenkins, R.L. (1987), "Expectations and norms in models of consumer satisfaction", Journal of Marketing Research, Vol.24, August, pp.305-14.
[33] Chang, T. Z., and Wildt, A. R. (1994): Price, Product Information, and Purchase Intention: An Empirical Study. Journal of the Academy of Marketing Science 22: 16-27.
[34] Chatterjee, K. and W. Samuelson (1983), Bargaining under Incomplete Information, Operations Research, 31: 835-51.
[35] Clare, Donald A. and Sanford, Donald G. (1979): Mapping Personal Value Space: A Study of Managers in Four Organizations. Human Relations, 32(August), 659-666.
[36] Collins, James C. and Jerry Ⅰ. Porras (1996), Building Your Company's Vision, Harvard Business Review, 9-10.
[37] Corey, Raymond E. and Steven H. Star (1971), Organization Strategy: A Marketing Approach. Cambridge, MA: Harvard University Press.
[38] Cravens, David W. and Shannon H. Shipp. (1991). "Market-Driven Strategies for Competitive Advantage." Business Horizons (January-February): 53-61.
[39] Crispell, D. (1993), Virtual Reality Meets Do-it-yourself, Folio: The Magazine for Magazine Management,
[40] Cronin, JR. J. Joseph, Michael K. Brandy and G. Tomas M. Hult (2000), Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments. Journal of Retailing, Volume 76(2), pp. 193-218.
[41] Crosby, Lawrence A.; Gronroos, Christian; Johnson, Sheree L. (2002); Who Moved My Value? Marketing Management; Chicago; Sep/Oct.
[42] Davenport, Thomas H., Harris, Jeanne G. and Kohli, Ajay K. (2001). How Do They Know Their Customers So Well? MIT Sloan Management Review, Winter, pp.63-73
[43] Day, George S. (1999): Creating a Market-Driven Organization. Sloan Management Review, Fall, pp. 11-21.
[44] Day, George S. (1994). "The Capabilities of Market Driven Organizations," Journal of Marketing 58 (October): 37-52.
[45] Day, George S. (1994b) "Continuous Learning About Markets." California Management Review 36 (Summer): 9-31.
[46] Day, George S. (1992). Marketing's Contribution to the Strategy Dialogue. Journal of the Academy of Marketing Science, 20(4), 323-329.
[47] Day, George S. (1991). "Learning About Markets." Marketing Science Institute Report Number 91-117. Marketing Science Institute, Cambridge, MA.
[48] Day, G.S. (1990), Market Driven Strategy: Processes for Creating Value, The Free Press, New York, NY.
[49] Day, G.S. and Wensley, R. (1988), "Assessing advantage: a framework for diagnosing competitive advantage", Journal of Marketing, Vol.52, April, pp.1-20.
[50] Day, Ellen (2002); The Role of Value in Consumer Satisfaction. Journal of Consumer
Satisfaction, Dissatisfaction and Complaining Behavior; Provo.
[51] Day Ellen and Melvin R. Crask (2000), "Value Assessment: The Antecedent of Customer Satisfaction: Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13, 52-60.
[52] de Chernatony, Leslie; Fiona Harris; Francesca Dall'Olmo Riley (2000); Added value: its nature, roles and sustainability. European Journal of Marketing; Vol.34, 1/2, pp. 39-56.
[53] de Geus, Arie P.(1988). "Planning as Learning." Harvard Business Review 66 (March-April): 70-74.
[54] Desarbo, W. S., Ajay Manrai, and Lalita A. Manrai (1994): "Latent Class Multidimensional Scaling——A Review of Recent Developments in the Marketing and Psychometric Literature," in Advanced Methods of Marketing Research, R. P.Bagozzi, ed. Oxford: Blackwell.
[55] Deshpande, Rohit and Gerald Zaltman (1982), "Factors Affecting the Use of Market Research Information: A Path Analysis," Journal of Marketing Research, 19 (February), 14-31.
[56] Deshpande, Rohit, John U. Farley, and Frederick E. Webster (1993). "Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis." Journal of Marketing 57 (January): 23-37.
[57] Dickson, Peter R. (1996). "The Static and Dynamic Mechanics of Competition: A Comment on Hunt and Morgan's Comparative Advantage Theory." Journal of Marketing 60 (October): 102-106.
[58] Dickson, P.R. (1992), "Toward a general theory of competitive rationality", Journal of Marketing, Vol.56, pp.69-83.
[59] Dickson, Peter R.; Giglierano, Joseph J. (1986); Missing the Boat and Sinking the Boat: A Conceptual Model of Entrepreneurial Risk. Journal of Marketing, Jul; Vol. 50.
[60] Diefenbach, Micheal A., Neil D. Weinstein, and Joseph O'Reilly (1993): Scales for Assessing Perception of Health Hazard Susceptibility," Health-Education Research, 8(June), 187-92
[61] Dodds, W.B., Monroe, K.B., Grewal, D., (1991). Effects of price, brand, and store information on buyers' product evaluations. Journal of Marketing Research, 28, 307-319.
[62] Dougherty, Deborah. (1989). "Interpretive Banders to Successful Product Innovation." Marketing Science Institute Report, No.89-114. Cambridge, MA.
[63] Dowling, Grahame R. and Mark Uncles (1997). "Do Customer Loyalty Programs Really Work?" Sloan Management Review 38 (Summer): 71-82.
[64] Dixon, Nancy M. (1992). Organizational Learning: a Review of the Literature with Implications for HRD Professionals. Human Resource Development Quarterly 3 (Spring), 29-49.
[65] Drucker, Peter F.(1998), The Discipline of Innovation, Harvard Business Review,
November-December.
[66] Drucker, Peter F. (1993), Post Capitalist Society. Oxford: Butterworth Heinemann.
[67] Drucker, Peter F. (1988), The Coming of New Organization, Harvard Business Review, January-Februery.
[68] Druker, Peter (1973), Management: Tasks, Responsibilities, Practices. Harper & Row, New York.
[69] Druker, Peter (1954), The Practice of Management, New York, Harper and Row Publishers.
[70] Dutka, Alan. (1994). AMA Handbook for Customer Satisfaction. Lincolnwood, IL: NTC Business Books.
[71] Einhorn, Hillel; Horgath, Robin (1987): "Decision Making in Ambiguity" in Rational Choice: The Contrast Between Economics and Psychology, Robin M. Horgath and Melvin W. Reder, eds. Chicago: The University of Chicago Press, 41-66.
[72] Eliashberg, Jehoshua, Gary L. Lilien, and Vithala R. Rao. (1997). "Minimizing Technological Oversights: A Marketing Research Perspective." In Technological Innovation: Oversights and Foresights. Eds. Raghua Garad, Praveen Rattan Nayyar, and Zur Baruch Shapira. New York: Cambridge University Press, 214-230.
[73] Engel, J.F., Blackwell, R.D. and Miniard, P.W. (1990), Consumer Behavior, Dryden, Chicago, IL.
[74] Enos, J.L. (1962), Petroleum Process and Profits: a History of Process Innovation, Cambridge, MA: MIT Press.
[75] Feather, Norman T. 1973: The Measurement of Values: Effects of Different Assessment Procedures. Australian Journal of Psychology, 25(December), 221-232.
[76] Feigenbaum, A. V. (1961): Total Quality Control Engineering and Management. McGraw-Hill Book Company, Inc.
[77] Feigenbaum, A.V. (1983): Total Quality Control (New York: McGraw-Hill).
[78] Flint, Daniel J., Robert B. Woodruff and Sarah F. Cardial (1997), Customer Value Change in Industrial Marketing Relations: A Call for New Strategies and Research, Industrial Marketing Management, Vol.26, pp.163-175.
[79] Flint, Daniel J. and Robert B. Woodruff (2001), the Initiators of Changes in Customers' Desired Value--Results from a Theory Building Study, Industrial Marketing Management, Vol.30, pp. 321-337.
[80] Flint, Daniel J; Robert B Woodruff and Sarah Fisher Gardial (2002): Exploring the phenomenon of customers' desired value change in a business-to-business context Journal of Marketing; Oct; Vol. 66,4. pp.102-117.
[81] Fornll, Claes, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, and Barbara Everitt Bryant (1996). "The American Customer Satisfaction Index: Nature, Purpose, and Findings," Journal of Marketing, 60 (October): 7-18.
[82] Foster, Richard N. (1986). "Timing Technological Transitions." In Technology in the Modem Corporation. Ed. Mel Horwitch. New York: Pergamon.
[83] Freeman, C. (1968), Chemical Process Plant: Innovation and the World Market, National Institute Economic Review, 45(August), 29-57.
[84] Gale, Bradly T. (1994): Managing Customer Value. New York. The Free Press.
[85] Galer, Graham and Kees van der Heijden. (1992). "The Learning Organization: How Planners Create Organizational Learning." Marketing Intelligence and Planning 10 (6): 5-12.
[86] Gans, J. S. and Stem, S. (1999), the Economics of User-based Innovation, MIT Sloan School of Management School Working Paper.
[87] Garvin, David A. (1993). Building a Learning Organization, Harvard Business Review, 7-8.
[88] Garvin, David A. (1983): Quality on the Line. Harvard Business Review, 61 (September-October): 64-75.
[89] Gemünden, H.G., Ritter, T., and Heydebreck, P. (1996): Network Configuration and Innovation Success: An Empirical Analysis in German High-Tech Industries. International Journal of Research of Marketing 13, 449-462.
[90] Ghemawat, P. (1986), "Sustainable advantage", Harvard Business Review, Vol.64, September-October, pp.53-8.
[91] Ghosh, Shikhar (1998), Making Business Sense of the Interact. Harvard Business Review, March-April.
[92] Gilmore, James H. and Pine Ⅱ, B. Joseph (1997), The Four Faces of Mass Customization. Harvard Business Review, January-February.
[93] Goldenberg, Jacob, Donald R. Lehmann and David Mazursky (2001), The Idea Itself and the Circumstances of Its Emergence as Predictors of New Product Success, Management Science, Vol.47, No.1 (January), pp.69-84.
[94] Goldenberg, Jacob, David Mazursky and Sorin Solomon (1999), Toward Identifying the Inventive Templates of New Products: a Channeled Ideation Approach, Journal of Marketing Research, Vol.34, No.2 (May), pp.200-210.
[95] Grant, Alan W. H. and Leonard A. Schlesinger (1995): Realize Your Customers' Full Profit Potential, Harvard Business Review, September-October, pp.59-72.
[96] Grant, Robert M. (1996), Toward a Knowledge-Based Theory of the Firm, Strategic Management Joumal, Vol.17, pp.109-122.
[97] Green, Paul E. and V. Srinivasan (1990): Conjoint Analysis in Marketing: New Developments with Implications for Research and Practice, Journal of Marketing, October.
[98] Grewal, Dhruv; Monroe, Kent B; Krishnan, R. (1998); The effects of price-comparison advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions Journal of Marketing; Vol. 62(2)Apr; pp. 46-59.
[99] Griffin, Abbie (1997), Drivers of NPD Success: The 1997 NPDM Report, Product Development & Management Association, Chicago, October.
[100] Griffin, Abbie and John R. Hauser. (1993). "The Voice of the Customer." Marketing Science 12 (Winter): 1-27.
[101] Grnroos, C. (1997): Value-Driven Relational Marketing: From Products to Resources and Competencies. Journal of Marketing Management 13,407-419.
[102] Gupta, K. and Stewart, D.W. (1996), "Customer satisfaction and customer behavior: the differential role of brand and category expectations", Marketing Letters, Vol. 7 No. 3, pp. 249-63.
[103] Haas, R.W. (1995), Business Marketing, South-Western College Publishing, Cincinnati, OH.
[104] Haeckel, Stephan H. (1995), "Adaptive Enterprise Design: The Sense-and-Respond Model," Planning Forum, 23 (May-June), 6-15.
[105] Hkansson, H. (1989): Corporate Technological Behavior: Co-operation and Networks. Routledge, London.
[106] Hall, Gene, Jim Rosenthal, and Judy Wade. (1993). "How to Make Reengineering Really Work." Harvard Business Review 71 (November-December): 119-133.
[107] Hallowell, Roger. (1996). "The Relationship of Customer Satisfaction, Customer Loyalty, and Profitability: An Empirical Study," The International Journal of Service Industry Management, 7 (4): 27-42.
[108] Hamel, Gary (1996), Strategy as Revolution, Harvard Business Review, 7-8. Hamel, Gary, Prahalad, C. K. (1994). Competing for the Future. Harvard Business School Press, Boston, MA.
[109] Hamel, Gary, Prahalad, C. K. (1994), Competing in the New Economy: Managing out of Bounds, Strategic Management Journal, Vol.17, pp. 237-242.
[110] Hargadon, A. and Sutton, R. (1997), Technology Brokering and Innovation in a Product Development Firm, Administrative Science Quarterly, Vol.42, pp.716-749.
[111] Hartman, R. S. (1967): The Structure of Value: Foundations of a Scientific Axiology. Southern Illinois Press, Carbondale.
[112] Haspeslagh, Philippe, Noda, Tomo, and Boulos, Fares (2001): Managing for Value—It's Not Just About the Numbers, Harvard Business Review, July-August.
[113] Hauser, John R. and Glen Urban (1986), "The Value Priority Hypotheses for Consumer Budget Plans," Journal of Consumer Research, 12 (March), 446-62.
[114] Hayes, Bob E.(1992). Measuring Customer Satisfaction. Milwaukee, WI.
[115] Hedberg, Bo. (1981). "How Organizations Learn and Unlearn." In Handbook of Organizational Design. Eds. Paul C. Nystrom and William H. Starbuck. New York: Oxford University Press, 3-27.
[116] Henry, Walter A. (1976): Culture Value Do Correlate to with Consumer Behavior; Journal of Marketing Research, 13(May), 121-127.
[117] Herbig, Paul, O'Hara, Brad (1996): International Procurement Practices: A Matter of Relationships. Management Decision 34(4), 41-45.
[118] Heskett, James L., Sasser, Jr. W. Earl, Hart, Christophe W. (1990). Service Breakthroughs: Changing the Rules of the Game. Free Press, New York.
[119] Higgins, K.T. (1998), "The value of customer value analysis", Marketing Research, Vol. 10, Winter/Spring, pp. 39-44.
[120] Holbrook, Morals B. (1994), The Nature of Consumer Value," in Service Quality: New Directions in Theory and Practice, Roland T. Rust and Richard L. Oliver, eds. Newbury Park, CA: Sage Publications, 21-71.
[121] Houston, F. S. (1986): The Marketing Concept: What It Is and What It Is Not. Journal of Marketing 50 (April): 81-87.
[122] Huber, George P. (1991). Organizational Learning: the Contributing Processes and the Literatures. Organization Science 2 (February), 88-155.
[123] Huber, Frank and Andreas Herrmann (2000), "The Role of Customer Value in Arriving at an Assessment of Satisfaction: Results of a Causal Analytic Study," in Developments R Marketing Science, Harlan E. Spotts and H. Lee Meadow, eds. Coral Gables, FL: Academy of Marketing Science, I10-15.
[124] Huber, Frank; Andreas Herrmann and Robert E. Morgan (2001); Gaining Competitive Advantage through Customer Value Oriented Management, The Journal of Consumer Marketing, Vol.18, No.1, pp 41-53.
[125] Hunt, Shelby D. and Robert M. Morgan. (1996). The Resource Advantage Theory of Competition: Dynamics, Path Dependencies, and Evolutionary Dimensions. Journal of Marketing, 60 (October): 107-114.
[126] Iacobucci, Dawn (1992), "An Empirical Examination of Some Basic Tenets in Services: Goods-Services Continua," in Advances in Services Marketing and Management, Vol. 1, Teresa Swartz, David E. Bowen, and Stephen W. Brown, eds. Greenwich, CT: JAI Press, 23-52.
[127] Inglehart, Ronald (1985): Aggregate Stability and Individual-Level Flux in Mass Belief System: the Level of Analysis Paradox, American Political Science Review, 79(March), 97-116.
[128] Jacobson, R. (1992), "The Austrian school of strategy", Academy of Management Review, Lexington, MA, Vol.17 No.4, pp.782-807.
[129] Jaworsld, Bernard and Ajay Kohli. (1993). "Market Orientation: Antecedents and Consequences." Journal of Marketing 57 (July): 53-70.
[130] Johnston, Wesley J., Bonoma, Thomas V. (1981): The Buying Center: Structure and
Interaction Patterns. Journal of Marketing 45(Summer), 143-156.
[131] Jones, J.P. (1986), What's in a Name? Advertising and the Concept of Brands, Lexington Books, New York, NY.
[132] Jones, Thomas O. and W. Earl Sasser. (1995). "Why Satisfied Customers Defect: Harvard Business Review 73 (November-December): 88-99.
[133] Kahle, Lynn R. (1983): Social Values and Social Changes: Adaptation to Life in American, New York, Praeger.
[134] Kahle, Lynn R.; Beatty, Sharon E. and Homer, Pamela (1986): Alternative Measurement Approaches to Consumer Values: The List of Values (LOV) and Valued and Life Style (VALS). Journal of Consumer Research, Vol.13(December), 405-409.
[135] Kalwani, Manohar U., Narayandas, Narakesari (1995). Long-Term Manufacturer-Supplier Relationships: Do They Pay off for Supplier Firms? Journal of Marketing; January, vol 59. 1-16.
[136] Kamakura, Wagner A and Mazzon, José A. (1991): Value Segmentation: A Model for the Measurement of Values and Value System. Journal of Consumer Research, Vol. 18, September, 208-218.
[137] Katz, A. (1993), "Measuring Technology's Business Value", Information Systems Management, Vol.10, No.1, pp. 33-9.
[138] Keeney, Ralph L. (1994), Creativity in Decision Making with Value Focused Thinking, Sloan Management Review, Summer.
[139] Kelley, S. W., Donnelly, J. H., and Skinner, S. J. (1990): Customer Participation in Service Production and Delivery. Journal of Retailing 66:315-335.
[140] Kemperman, J. E. B., and Van Engelen, J. M. L. (1999): Operationalizing the Customer Value Concept. Paper. EMAC Conference, Berlin, May, 11-14.
[141] Kerin, Roger A.; Jain, Ambuj and Howard, Daniel J. (1992): Store Shopping Experience and Consumer Price-Quality-Value Perceptions. Journal of Retailing, 68(Winter), 376-397.
[142] Kim, W. Chan and Mauborgne, Renée (1999a): Creating New Market Space: Harvard Business Review, January-February.
[143] Kim, W. Chan and Mauborgne, Renée (1999b): Strategy, Value Innovation, and the Knowledge Economy, Sloan Management Review, Spring.
[144] Kim, W. Chan and Mauborgne, Renée (1997): Value Innovation: the Strategic Logic of High Growth, Harvard Business Review, 1-2.
[145] Kohli, Ajay K, Jaworski, Bernard (1990). "Market Orientation: the Construct, Research Propositions, and Managerial Implications." Journal of Marketing 54 (April): 1-18.
[146] Komorita, S. S. and W. K. Graham (1965): "Number of Scale Points and the Reliability of Scales," Education and Psychological Measurement, 25, 987-95.
[147] Kordupleski, R.T. and Laitamaki, J. (1997), "Building and Deploying Profitable Growth Strategies Based on the Waterfall of Customer Value Added", European Management Journal, April, p. 158.
[148] Kotler, Philip (1972): A Generic Concept of Marketing, Journal of Marketing, Vol.36, April.
[149] Kotler, Philip (1996), Marketing Management. Prentice Hall Inc.
[150] Kotler, Philip (1997): Marketing Management: Analysis, Planning, Implementation, and Control. Prentice-Hall, NJ.
[151] Laitamaki, Jukka and Kordupleski, Raymond (1997): Building and Deploying Profitable Growth Strategies Based on the Waterfall of Customer Value Added. European Journal of Management, Vol.15, No. 2, pp158-166.
[152] Lai, Albert W. (1995), "Consumer Values, Product Benefits, and Customer Value: A Consumption Behavior Approach," in Advances in Consumer Research, Frank R. Kardes and Mita Sujan, eds. Provo, UT: Association for Consumer Research, 381-88.
[153] Lapierre, Jozee (2000); Customer-perceived value in industrial contexts. The Journal of Business & Industrial Marketing; Vol.15, 2/3, 122-140.
[154] Lapierre, Joze'e, Pierre Filiatrault and Jean-Charles Chebat (1999): Value Strategy Rather Than Quality Strategy: A Case of Business-to-Business Professional Services. Journal of Business Research 45, 235-246.
[155] Lee, S., J. F. Courtney, Jr., and R. M. O'Keefe. 1992. "A System for Organizational Learning Using Cognitive Maps." OMEGA International Journal of Management Science 20 (Spring): 23-36.
[156] Leonard, Frank S. and W. Earl Sasser. (1982). "The Incline of Quality." Harvard Business Review 61 (September-October): 163-171.
[157] Leonard, Dorothy and Straus, Susaan (1997), Putting Your Company's Whole Brain to Work, Harvard Business Review, July-August.
[158] Leonard-Barton, Dorothy. (1992), Core Capabilities and Core Rigidities: a Paradox in Managing New Product Development, Strategic Management Journal, Vol. 13, pp. 111-125.
[159] Levitt, T. (1980): Marketing Success through Differentiation——of Anything. Harvard Business Review 1, 83-91.
[160] Liebowitz J. (2000). Building Organizational Intelligence——A Knowledge Management Palmer. CRC Press: Boca Raton, FL.
[161] Lilien, Garry, Mordson Pamela D., Karthleen Searls, Mary Sonnaek and Eric von Hippel (2001), Performance Assessment of the Lead User Idea Generation Process for New Product Development, ISBM Report 4.
[162] Luee, R. Duncan and Tukey, John W. (1964), "Simultaneous conjoint measurement: A new type of fundamental measurement," Journal of Mathematical Psychology, Vol.1, pp. 1-27.
[163] Lundvall, Bengt-Ake (1985), Product Innovation and User-Producer Interaction. Aalborg,
Denmark: Aalborg University Press.
[164] Luthje, Christian (2000), Characteristics of Innovating Users in a Consumer Goods Field: An Empirical Study of Sport-related Product Consumers. MIT Sloan School of Management Working Paper.
[165] Machiguchi, Tsunesaburo (1964), Philosophy of Value. Tokyo: Seikyo Press.Markus, M. Lynne; Manville, Brook; Agres, Carole E. (2000); What Makes a Virtual Organization Work? Sloan Management Review, Fall, pp 13-25.
[166] MacMillan, I. C., and McGrath, R. G. (1996): Discover Your Products' Hidden Potential. Harvard Business Review, 3, 58-73.
[167] Macrae, C. (1991), World Class Brands, Addison-Wesley, Wokingham.
[168] Manrodt, Karl B., Davis, Frank B. (1992). The Evolution of the Service Response Logistics. International Journal of Physical Distribution and Logistics Management. 22(9), 3-10.
[169] Mansfield, Edwin (1968), The Economics of Technological Change, New York, W. W. Norton & Company.
[170] Manzer, L. and Miller, S. J. (1978): An Examination of the Value-Attitude Structure in the Study of Donor Behavior, in Proceedings of the American Institute of Decision Sciences. Vol. 12, St. Louis, 532-538.
[171] Maslow, Abraham H. (1954). Motivation and Personality. Harper, New York.
[172] Mathur, Shiv, S.and Kenyon, A. (1997), Creating Value, Butterworth Heinemann,Mazumdar, T. (1993), "A value-based orientation to new product planning", Journal of Consumer Marketing, Vol.10 No.1, pp. 28-41.
[173] Mattsson, J. (1991): Better Business by the ABC of Values. Studentliteratur, Lund.
[174] McCracken, G. (1993), "The value of the brand: an anthropological perspective", in Aaker, D.A. and Biel, A.L. (Eds), Brand Equity and Advertising, Lawrence Erlbaum Associates, Hillsdale, NJ.
[175] McQuarrie, Edward F. (1998), Customer Visits: Building a Better Market Focus, Sage, Newbury Park, CA,
[176] McWilliam, Gil (2000), Building Strong Brands through Online Communities, Sloan Management Review, Spring.
[177] Menon, Anil and P.Rajan Varadarajan (1992), "A Model of Marketing Knowledge Use Within Firms," Journal of Marketing, 56 (October), 53-71.
[178] Meredith, J.R., McCutcheon, D.M. and Hartley, J. (1994), "Enhancing competitiveness through the new market value equation", International Journal of Operations and Production Management, Vol.14 No.11.
[179] Milgrom, P. and Roberts, J. (1995), "Complemenartities and fit: strategy, structure and organizational change in manufacturing", Journal of Accounting and Economics, Vol. 19, pp. 179-208.
[180] Miller, John A. (1976): Studying Satisfaction, Modifying Models, Eliciting Expectations, Posing Problems, and Making Meaningful Measurements, in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, H. K. Hunt, ed., Marketing Science Institute, Cambridge, MA, pp 72-91.
[181] Monroe, K.B., Chapman, J.D. (1987). Framing effects on buyers' subjective evaluations. In: Anderson, P., Wallendorf, M. (Eds.), Advances in Consumer Research, vol.14. Association for Consumer Research, Provo, UT, pp. 193-197.
[182] Moorman, Christine (1995), "Organizational Market Information Processes: Cultural Antecedents and New Product Outcomes," Journal of Marketing Research, 32 (August), 318-35.
[183] Morison, Ian, Schmid, Greg (1994). Future Tense: The Business Realities for the Next Ten Years. William Morrow and Company, New York.
[184] Morison, Pamela D., John H. Roberts and Eric von Hippel (2000), Determinants of User Innovation and Innovation Sharing in a Local Market, Management Science, Vol. 46, No.12 (December), 1513-1527.
[185] Munson, J. Michael and Posner, B. Z. (1980): The Values of Engineers and Managing Engineers, IEEE Transactions on Engineering Management. 26(2), 55-60.
[186] Munson J. Michael and Mclntyre, Shelby H. (1979): Developing Practical Procedures for the Measurement of Personal Values in Cross-cultural Marketing, Journal of Marketing Research. 16(February), 48-52.
[187] Narver, J.C. and Slater, S.F. (1990), "The effect of a market orientation on business profitability", Journal of Marketing, Vol. 54 No. 4, October, pp. 20-35.
[188] Naumann, E. (1995), Creating Customer Value. The Path to Sustainable Competitive Advantage, Thomson Executive Press, Cincinnati, OH.
[189] Nelson, R. R. (1991), Why Do Firms Differ, and How Does It Matter? Strategic Management Journal, Vol.12, Winter, pp.61-74.
[190] Newman, Joseph W.(1977). "Consumer External Search: Amount and Determinants", in Consumer and Industrial Buying Behavior, A. G. Woodside, et al., eds. New York: North Holland Publishing Company, 79-94.
[191] Nijhof, W. J. (1999) 'Knowledge management and knowledge dissemination', Academy of Human Resource Development 1999 Conference Proceedings, Vol.1, Arlington, VA: Academy of HRD, pp.479-87.
[192] Nijssen, Edwing J., Kluwer, Ruud T. Frambach (2000), Creating Customer Value Through Strategic Marketing Planning-a Management Approach. Academic Publishers, pp. 152.
[193] Nilson, T.H. (1992), Value-Added Marketing. Marketing Management for Superior Results, McGraw-Hill, London.
[194] Nonaka, Ikujiro. (1998). The knowledge-creating company. Harvard Business Review on
Knowledge Management. Boston: Harvard Business School Press.
[195] Nonaka, Ikujiro (1991), the Knowledge-Creating Company, Harvard Business Review, November-December.
[196] Nonaka, I. and Takeuchi, H. (1995). The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation, New York: Oxford University Press.
[197] Normann, R. and Ramirez, R. (1993), "From value chain to value constellation: Designing interactive strategy", Harvard Business Review, Vol.71, July-August, pp. 65-77.
[198] Novak, Thomas P. and MacEnvoy, Bruce (1990): On Comparing Alternative Segmentation Schemes: The List of Value (LOV) and Valued and Life Style (VALS); Journal of Consumer Research, Vol.17(June), 105-109.
[199] Nystrom, P. C. and W. Starbuck.(1984). To Avoid Organizational Crises, Unlearn. Organizational Dynamics 13 (Spring): 53-65.
[200] O'Brien, Louise, and Jones, Charles (1995): Do Reward Really Create Loyalty? Harvard Business Review, May-June, 75-82.
[201] OECD (1996). The Knowledge-based Economy, The Organization for Economic Co-operation and Development (OECD) Report.
[202] Oh, Haemoon (1999): Service quality, customer satisfaction, and customer value: A holistic perspective. Hospitality Management 18.67-82.
[203] Olson, J. and Reynolds, T.J. (1983), "Understanding consumer cognitive structures: implications for advertising strategy," in Percy, L. and Woodside, A. (Eds), Advertising and Consumer Psychology, Lexington Books, Lexington, MA, pp. 77-90.
[204] Oliver, Richard L. (1977). "Effect of Expectation and Disconfirmation on Post-Expense Product Evaluations: An Alternative Interpretation," Journal of Applied Psychology, 62: 480-486.
[205] Oliver, Richard L. (1999), "Value as Excellence in the Consumption Experience," in Consumer Value. A Framework for Analysis and Research, Morals B. Holbrook, Ed., New York: Routledge.
[206] Oliver, Richard L. and Wayne S. DeSarbo (1988), "Response Determinants in Satisfaction Judgements," Journal of Consumer Research, 14 (March), 495-507.
[207] Oliver, Richard L., Roland T. Rust, and Sajeev Varki. (1997). "Customer Delight, Foundations, Findings, and Managerial Insight," Journal of Retailing, 73 (3): 311-336.
[208] Ostrom, Amy; Iacobucci, Dawn (1995): Consumer Trade-Offs and the Evaluation of Services Journal of Marketing; 58(January), 17-28.
[209] Palmroth, William (1991), "Always Remember the Six Buyer Benefits; Qualities Buyers Look for in a Product," American Salesman, 36 (9), 12-18.
[210] Parasuraman, A. (1997): Reflections on Gaining Competitive Advantage through Customer Value. Journal of the Academy of Marketing Science, 25(2), 154-161.
[211] Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1985). "A Conceptual Model of Service Quality and Its Implications for Future Research." Journal of Marketing, 49 (Fall): 41-50.
[212] Pelham, Alfred M. (1999), Influence of Environment, Strategy, and Market Orientation on Performance in Small Manufacturing Firms, Journal of Business Research, 45, 33-46.
[213] Pels, M. A. and Merrick, B. (1993), "2001: A Credit Union Odyssey", Credit-Union Magazine, 59 (7), pp. 40-45.
[214] Perdue, Barbara C., Summers, John O. (1991): Purchasing Agents' Use of Negotiation Strategies. Journal of Marketing Research 28(May), 175-189.
[215] Peters, Tom (1987), Thriving on Chaos, Alfred A. Knopf. New York.
[216] Piercy, N. F.(1998), Marketing Implementation; The Implications of Marketing Paradigm Weakness for the Strategy Execution Process, Journal of the Academy of Marketing Science, 26(3), 222-236.
[217] PineⅡ,B. Joseph, Peppers, Don and Rogers, Martha (1995), Do You want to Keep Your Customer Forever? Harvard Business Review, March-April.
[218] PineⅡ, Joseph B. (1993). Mass Customization: The New Frontier in Business Competition. Harvard Business School Press, Boston, MA.
[219] PineⅡ, Joseph B., Bart Victor, and Andrew C. Boynton (1993), "Making Mass Customization Work," Harvard Business Review, 71 (September/October), 108-19.
[220] Popcorn, Faith (1991). The Popcorn Report. Harper Business, New York.
[221] Porac, Joseph F and Howard Thomas. (1990). "Taxonomic Mental Models in Competitor Definition ". Academy of Management Review 15 (2): 224-240.
[222] Porter, Michael E. (1979), How Competitive Forces Shape Strategy. Harvard Business Review, 57, pp. 137-146.
[223] Porter, Michael E. (1980), Competitive Strategy, New York, Free Press.
[224] Porter, M.E. (1985), Competitive Advantage, Free Press, New York, NY.
[225] Porter, M. E. (1996), What is strategy?, Harvard Business Review, Vol. 44, November-December, pp. 61-78.
[226] Porter, Michael E. (1998): Clusters and the New Economics of Competition. Harvard Business Review, November-December. 77-90.
[227] Porter, Michael E. (2001): Strategy and Interact, Harvard Business Review, March-April.
[228] Porter, Michael E. and Scott Stern (2001): Innovation: Location Matters. MIT Sloan Management Review, (Summer), pp. 28-36.
[229] Prahalad, C. K. and Ramaswamy, Venkatram (2000), Co-opting Customer Competence, Harvard Business Review, 1-2.
[230] Prahalad, C. K and Hamel, Gary (1990): the Core Competence of the Corporation, Harvard
Business Review, 5-6.
[231] Prahalad, C. K and Hamel, Gary (1994): Strategies as a Field of Study: Why Search for a New Paradigm? Strategic Management Journal, Special Issue: In Searching of New Strategic Paradigms, (Summer), 5-16.
[232] Quinn, James Brian (1999), Strategic Outsourcing: Leveraging Knowledge Capabilities, Sloan Management Review, Summer.
[233] and Hilmer, Frederick G. (1994), Strategic Outsourcing, Sloan Management Review, Spring.
[234] Raaij van, E.M., Engelen, J. and Stoelhorst, J.W. (1998), "Market orientation: exploring the implementation issue", in Gray, B.J. and Deans, K.R. (Eds), Marketing Connections, Proceedings of the Australia New Zealand Marketing Academy Conference, Dunedin, New Zealand, November-December, pp.2741-53.
[235] Rangaswamy, Arvind; Burke, Raymond R. and Oliva, Terence A. (1993): Brand Equity and the Extendibility of Brand Names, International Journal of Research in Marketing, 10(1): 61-75.
[236] Ravald, A. and Gronroos, C. (1996), "The value concept and relationship marketing", European Journal of Marketing, Vol.30 No. 2, pp. 19-30.
[237] Rayport, Jeffrey F. and Sviokla, John J. (1995), Exploiting the Virtual Value Chain. Harvard Business Review, November-December.
[238] Reichheld, Frederick F.(1996), Learning from Customer Defections, Harvard Business Review, 3-4.
[239] Reichheld, Frederick F. and Thomas Teal (2001): The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. Harvard Business School Publishing, August.
[240] Richardson, M.L. and Gartner, W.H. (1999), "Contemporary organizational strategies for enhancing value in healthcare", International Journal of Healthcare and Quality Assurance", Vol.12 No.5, pp.183-9.
[241] Roberts, John H. (2000): Developing new rules for new markets, Journal of the Academy of Marketing Science.; Vol.28. No.1, (Winter), pp.31-44.
[242] Roberts, K. (1997): Customer Value Drives Profitability. Presentation. PIMS, Europe, Kingston UK, June.
[243] Robbins, Stephen. P. (1994), Management, (4th ed), Prentice Hall Inc.
[244] Rogers, E. M. (1995), Diffusion of Innovation, New York, Fee Press.
[245] Rokeach, Milton and Ball-Rokeach, Sandra J. (1989): Stability and Change in American Value Priorities, 1968-1981. American Psychologist, 44(May), 775-784.
[246] Rokeach, M. (1973), The Nature of Human Values, Free Press, New York, NY.
[247] Rokeach, Milton (1974). Change and Stability of American Value Systems, 1968-71. Public
Opinion Quarterly, 38(Summer), 232-238.
[248] Rokeach, Milton (1979): Understanding Human Values, New York: Free Press.
[249] Roland T. Rust, and Sajeev Varki. (1997). "Customer Delight, Foundations, Findings, and Managerial Insight," Journal of Retailing, 73 (3): 311-336.
[250] Rossiter, John R. and Gary L. Lilien (1994), New "Brainstorming" Principles, Australian Journal of Management, Vol.19, No.1 (June), pp 61-72.
[251] Ruyter, Ko de, Wetzels, Martin, Lemmicnk, Jos, Mattsson, Jan (1997): The Dynamics of the Service Delivery Process: A Value-Based Approach. International Journal of Research in Marketing 14, 231-243.
[252] Rust, Roland T., Zeithaml,Valarie A. and Lemon, Katherine N. (2000), Driving Customer Equity, How Customer Lifetime Value is Reshaping Corporate Strategy, The Free Press, New York; 292pp.
[253] Sackmann, Sonja A. 1991. Cultural Knowledge in Organizations. Newbury Park, CA: Sage.
[254] Schmookler, J. (1966), Invention and Economic Growth, Cambridge, Mass., Harvard University Press.
[255] Schnedler, David E. (2000). Using Strategic Market Model to Predict Customer Behavior. Sloan Management Review, Spring, pp. 85-92.
[256] Schwartz, Shalom H. and Bilsky, Wolfgang (1987): Toward a Universal Psychological Structure of Human Values. Journal of Personality and Social Psychology, 53(3), 550-562.
[257] Sellers, Patricia (1989), Getting Customers to Love You. Fortune, March.
[258] Senge, Peter M. (1990). The Fifth Discipline: The Art and Practice of the Learning Organization. New York: Doubleday.
[259] Senge, Peter M. (1992). "Mental Models." Planning Review 20 (March-April): 4-10, 44.
[260] Seybold, Patricia B. (2001), Get Inside the Lives of Your Customers, Harvard Business Review, May.
[261] Shah, Sonali (1999), Sources and Patterns of Innovation in a Consumer Products Field: Innovations in Sporting Equipment. MIT Sloan School of Management Working Paper, #410 May.
[262] Shaw, B. (1985), The Role of the Interaction Between User and Manufacturer in Medical Equipment Innovation, R & D Management 15, 4 (October), 283-92.
[263] Shaw, G. K. (1984), Rational Expectation: An Elementary Exposition, St. Martin's Press, New York.
[264] Shaw, Robert B. and Dennis N. T. Perkins. 1991. "Teaching Organizations to Learn." Organization Development Journal 9 (Winter): 1-12.
[265] Sherif, M. and C. Hovland (1961): Social Judgment. New Haven, CT: Yale University Press.
[266] Sheth, Jagdish N; Rajendra S Sisodia and Arun Sharma (2000); The antecedents and consequences of customer-centric marketing, Academy of Marketing Science. Journal; vol. 28, No. 1; Winter, pp. 55-66.
[267] Sheth, J.N. and Sharma, A. (1997), "Supplier relationships: emerging issues and challenges", Industrial Marketing Management, Vol.26, pp.91-100.
[268] Sheth, J.N., Newman, B. and Gross, B.L. (1991), "Why we buy what we buy: a theory of consumption values", Journal of Business Research, Vol. 22, pp. 159-70.
[269] Sheth, Jagdish N; Rajendra S Sisodia and Arun Sharma (2000); The antecedents and consequences of customer-centric marketing, Academy of Marketing Science. Journal; vol. 28, No. 1; Winter, pp. 55-66.
[270] Simon, Herbert A. (1995): "Theories of Decision-Making in Economics and Behavioral Science" American Economic Review, 49, 253-83.
[271] Simpson, Penny M., Judy A. Siguaw and Thomas L. Baker (2001), "A Model of Value Creation: Supplier Behaviors and Their Impact on Reseller-Perceived Value", Industrial Marketing Management, Vol.30, p. 123
[272] Sinha, Indrajit, DeSarbo, Wayne S. (1998): An Integrated Approach toward the Spatial Modeling of Perceived Customer Value. Journal of Marketing Research 35(May), pp.236-249.
[273] Sinkula, James M. (1994). Market Information Processing and Organization Learning. Journal of Marketing 58(January): 35-45.
[274] Sinkula, James M., Baker, William E. and Noordevier, Thomas (1997). A Framework for Market-Based Organization Learning, Linking Values, Knowledge and Behavior. Journal of the Academy of Marketing Science. Vol. 25 (Fall), pp.305-318.
[275] Slater, Stanly F. (1997): Developing a Customer Value-Based Theory of the Firm, Journal of the Academy of Marketing Science, Vol. 25, No.2, 162-67.
[276] Slater, S. F. (1996), "The challenge of sustaining competitive advantage", Industrial Marketing Management, Vol. 25, pp. 79-86.
[277] Slater, Stanley F and John C. Narver (2000), "Intelligence Generation and Superior Customer Value:'Journal of the Academy of Marketing Science, 28 (Winter), 120-27.
[278] Slater, Stanley F and John C. Narver (1995). Market Orientation and the Learning Organization. Journal of Marketing 59 (July): 63-74.
[279] Slater, Stanley F and John C. Narver (1994), "Does Competitive Environment Moderate the Market Orientation-Performance Relationship?" Journal of Marketing, 58 (January), 46-55.
[280] Slater, S. F. and Narver, J. C. (1992), "Superior customer value and business performance: the strong evidence for a market-driven culture", Report, Marketing Science Institute, Cambridge, MA, pp. 92-125.
[281] Sirdeshmukh, Deepak; Singh, Jagdip and Sabol, Barry (2002): Consumer Trust, Value, and
Loyalty in Relational Exchanges. Journal of Marketing; Jan; 15-37.
[282] Slywotzky, A. J. and Morrison, D. J. (1997), the Profit Zone, Wiley, New York, NY, 1997.
[283] Smart, William (1891): An Introduction to the Theory of Value, London: MacMillan and Co.
[284] Stewart, Thomas A. (1997): A Satisfied Customer Isn't Enough. Fortune, July 21, 112-113.
[285] Smith Gooding, Sandra K. (1995): Quality, Sacrifice and Value in Hospital Choice, Journal of Health Care Marketing, 15 (Winter), 24-31.
[286] Sfivastava, Rajendra K; Tasadduq A Shervani and Liam Fahey (1999); Marketing, business processes, and shareholder value: An organizationally embedded view of marketing activities and the discipline of marketing. Journal of Marketing; Vol. 63, pp. 168-179.
[287] Spreng, R., MacKenzie, S.B. and Olshavsky, R.W. (1996), "A reexamination of the determinants of consumer satisfaction", Journal of Marketing, Vol.60, July, pp. 15-32.
[288] Spreng, Richard A., Olshavsky, Richard W. (1993): A Desires Congruency Model of Consumer Satisfaction. Journal of the Academy of Marketing Science, 21(Summer), 169-177.
[289] Stata, Ray. (1992). "Management Innovation." Executive Excellence 9 (June): 8-9.
[290] Stone, Robert N. and Gronhaug, Kjell (1993): Perceived Risks: Further Considerations in the Future Marketing Discipline; European Journal of Marketing, 27(3): 39-50.
[291] Strassmann, P.A. (1990), The Business Value of Computers, The Information Economics Press, New Canaan.
[292] Soldow, Gary E, Thomas, Gloria P. (1984). Relational Communications: Form Versus Content in the Sales Interaction. Journal of Marketing, 48, pp. 84-93.
[293] Swait, Joffre and Jillian C. Sweeney (2000). "Perceived Value and its Impact on Choice Behavior in a Retail Setting," Journal of Retailing and Consumer Services, 7(2), 77-88.
[294] Swan, John E., Trawick, I. Frederick Jr. (1980): Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior. School of Business, Indiana University, Bloomington, IN.
[295] Sweeny, Jillian C.; Soutar, Gooffry N. and Johnson, Lester W. (1999): The Role of Perceived Risk in the Quality-Value Relationship: A Study in a Retail Environment, Journal of Retailing, Volume 75, No.1, 77-105.
[296] Teas, R.K., Agarwal, S., (1997). Quality cues and perceptions of value: an examination of the mediation effects of quality and sacrifice perceptions. Iowa State University Working Paper #37.6: Iowa State University.
[297] Teas, R. Kenneth and Sanjeev Agarwal (2000), "The Effects of Extrinsic Product Cues on Consumers' Perceptions of Quality Sacrifice, and Value," Journal of the Academy of Marketing Science, 28 (Spring), 278-91.
[298] Tellis, Gerard J. and Gaeth, Gary J. (1990): Best Value, Price-Seeking and Price Aversion: the Impact of Information and Learning on Consumer Choice. Journal of Marketing, 54(April): 34-45.
[299] Tetlock, Philip E. (1986): A Value Pluralism Model of Ideological Reasoning. Journal of Personality and Social Psychology, 50(April), 819-827.
[300] Thaler, Richard (1985), "Mental Accounting and Consumer Choice," Marketing Science, 4 (Summer) 199-214.
[301] Thomas, Gloria P., Soldow, Gary F. (1988). A Rule-Based Approach to Competitive Interactions. Journal of Marketing, 52, April, pp. 63-74.
[302] Thorelli, Hans B. and Thorelli, Sarah V. (1977): Consumer Information Systems and Consumer Policy, Cambridge, MA. Ballinger Publishing Company.
[303] Tobin, Daniel R.1993. Re-educating the Corporation: Foundations for the Learning Organization. Essex Junction, VT: Oliver Wright.
[304] Toler, Curt (1975): The Personal Values of Alcoholics and Addicts. Journal of Clinical Psychology. 31(July), 554-557.
[305] Treaty, Michael and Fred Wiersema (1995): The Discipline of the Market Leaders. Reading, MA: Addison-Wesly.
[306] Tversky, Amos and Daniel Kahneman (1991): Loss Aversion and Riskless Choice: A Reference Dependent Model. Quarterly, Journal of Economics, 106(November), 1039-61.
[307] Urban, Glen L., Hauser, John L. (1980). A Proactive New Product Development Process in Design and Marketing of New Products. Prentice-Hall, Englewood Cliffs, NJ.
[308] Urban, Glen L. and Eric von Hippel (1988), Lead User Analyses for the Development of New Industrial Products, Management Science, 34, 5(May), 569-82.
[309] Urban, Glen L., Weinberg, B. D. and Hauser, John L. (1996), Premarket Forecasting for Really New Products, Journal of Marketing, vol.60 (1), (January), pp 47-60.
[310] Ulaga, Wolfgang and Chacour, Samir (2001): Measuring Customer-Perceived Value in Business Markets. Industrial Marketing Management 30, 525-540.
[311] van der Haar, Jeanke W., Ron G. M. Kemp and Onno (S. W. F.) Omta (2001), Creating Value that Cannot Be Copied, Industrial Marketing Management, 30, 627-636.
[312] Vandermerwe, Sandra (2000), How Increasing Value to Customers Improves Business Results: Sloan Management Review, Fall.
[313] Vandermerwe, Sandra (1996). Becoming a Customer "Owning" Corporation. Long Range Planning. Vol. 29, No. 6, pp. 770-782.
[314] VanderWerf, P. (1990), Product Tying and Innovation in U.S. Wire Preparation Equipment, Research Policy, 19, 83-96.
[315] Vantrappen, Herman (1992). "Creating Customer Value by Streamlining Business
Processes," Long Range Planning, 25(February), 53-62.
[316] Varian, Hal (1987): Intermediate Microeconomies. New York: W. W. Norton & Company.
[317] Vinson, Donald E. and Munson, J. Michael (1976): Personal Values: An Approach to Market Segmentation; in Marketing: 1877-1976 and Beyond, ed. Kenneth L. Bernhardt, Chicago: American Marketing Association, 313-317.
[318] von Hippel, Eric. (1976), The Dominant Role of Users in the Scientific Instrument Innovation Process, Research Policy, 5, 212-39.
[319] von Hippel, Eric. (1977), The Dominant Role of Users in the Semiconductor and Electronic Subassembly Process Innovation, IEEE Transactions on Engineering Management EM 24: 2 (May), 60-71.
[320] von Hippel, Eric. (1986). "Lead Users: A Source of Novel Product Concepts'" Management Science 32:791-805.
[321] von Hippel, Eric. (1988). The Sources of Innovation, New York, Oxford University Press.
[322] von Hippel, Eric, Joan Churchill and Mary Sonnack (2001), Breakthrough Products with Lead User Research, Lead User Concepts Inc., leadnser.com (Oxford University Press).
[323] von Hippel, Eric, Stefan Thomke and Mary Sonnack (1999), Creating Breakthrough at 3M, Harvard Business Review, September-October, pp. 47-57.
[324] Voss, G. B., Parasuraman, A. and Grewal, D. (1998), "The role of price, performance and expectations in determining satisfaction in service exchanges", Journal of Marketing, Vol. 62, October, pp. 46-61.
[325] Vdens, Macro and Frenkel Ter Hofstede (2000): Linking Attributes, Benefits, and Consumer Values. Marketing Research, Fall 2000, 5-10.
[326] Walter, A. (1999): Relationship Promoters: Driving Forces for Successful Customer Relationships. Industrial Marketing Management 28, 537-551.
[327] Walter, Achim, Thomas Ritter and Hans Georg Gemünden (2001): Value Creation in Buyer-Seller Relationships: Theoretical Considerations and Empirical Results from a Supplier's Perspective. Industrial Marketing Management. 30, 365-377.
[328] Webster, F. E. (1994): Market-Driven Management: Using the New Marketing Concept To Create A Customer-Oriented Company. John Wiley & Sons, New York.
[329] Webster, F. E. (1992): The Changing Role of Marketing in the Corporation, Journal of Marketing, 56(October), 1-17.
[330] Wikstrom, S. and Normann, R. (1994), Knowledge and Value: A New Perspective on Corporate Transformation, Routledge, London.
[331] Williams, Robin M. (1968): "Values" in International Encyclopedia of the Social Sciences, ed. E. Sills, New York, 203-207.
[332] Wilson, D. T. (1995): An Integrated Model Of Buyer-Seller Relationships. Journal of the
Academy of Marketing Science 23, 335-345
[333] Wilson, D.T and Jantrania, S. (1994), Understanding the Value of a Relationship, Asia-Australia Marketing Journal, 2(1), 55-66.
[334] Woodruff, Robert B. (1997): Customer Value: The Next Source for Competitive Advantage. Journal of the Academy of Marketing Science 25(2), 139-153.
[335] Woodruff, R. B. and Gardial, S. (1996), Know Your Customer: New Approaches to Understanding Customer
[336] Wyner, G.A. (1996), "Customer valuation: linking behavior and economies", Marketing Research, Vol. 8, Summer, pp. 36-43.
[337] Zeithaml, V. A. (1988), "Consumer perception of price, quality and value: a means-end model and synthesis of evidence", Journal of Marketing, Vol. 52, July, pp. 2-22.
[338] Zeithaml, V. A. (1981), "How Consumer Evaluation Processes Differ Between Goods and Services," in Marketing of Services, James H. Donnelly and William R. George, eds. Chicago: American Marketing Association, 186-89.
[339] Zeithaml, Valerie, Berry, Leonard L., Parasuraman, A. (1993): The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science 21(1), 1-12.
[340] Zeithaml, V., Parasuraman, A. and Berry, L. (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, Free Press, New York, NY.
[341] Zuboff, Shoshana (1988). In the Age of the Smart Machine. New York: Basic Books.
[342] Zadeh, L. A. (1965). Fussy Sets. Information and Control, Vol. 8.
[343] Zadeh, L.A., Fu, K.S., Tamaka, K. and Shimara, L. (1975), Fussy Sets and Their Application to Cognitive and Decision Process, Academy Press, New York.
[344] 项保华(2001)．战略管理——艺术与实务，华夏出版社．
[345] 项保华，李庆华(2000)．基于顾客认知互动过程的企业战略观，南开管理评论．
[346] 李庆华(2001)．基于顾客价值创新的企业战略定位研究，浙江大学博士论文．
[347] 易雪峰(2002)．基于顾客行为的战略规则研究，浙江大学博士论文．
[348] 张维迎(1996)．博弈论与信息经济学，上海三联书店，上海人民出版社．
[349] 唐茂华(1999)．价值创新研究，科学学与科学技术管理．
[350] 胡左浩，郑兆红(2001)．顾客生涯价值及其对CRM的启示，外国经济与管理，Vol．23，4．
[2] Anderson, J.C. (1995): Relationships in Business Markets: Exchange Episodes, Value Creation, and Their Empirical Assessment. Journal of the Academy of Marketing Science 23, 346-350.
[3] Anderson, James C., Dipak C. Jain, and Pradeep K. Chintagunta (1993). "Customer Value Assessment in Business Markets: A State-of-Practice Study." Journal of Business to Business Marketing 1 (1): 3-30.
[4] Anderson, James C. and Narus, James A. (1998), Business Marketing: Understand What Customers Value, Harvard Business Review, November-December.
[5] Anderson, J.C., and Narus, J.A. (1999): Business Market Management: Understanding, Creating, and Delivering Value. Prentice Hall, Upper Saddle River, NJ.
[6] Anderson, J.C., Hkansson, H. and Johanson, J. (1994): Dyadic Business Relationships within a Business Network Context. Journal of Marketing 58, 1-15.
[7] Anderson, Paul F., Chambers, Terry M. (1985): A Reward/Measurement Model of Organizational Buying Behavior. Journal of Marketing 49(Spring), 7-23.
[8] Argyris, Chris and Donald A. Schon. (1978). Organizational Learning: A Theory of Action Perspective. Reading, MA: Addison-Wesley.
[9] Armstrong, J. S., and Collopy, F. (1996): Competitor Orientation. Journal of Marketing Research. May, 188-199.
[10] Arthur, W. Brian (1996), Increasing Returns and the New World of Business, Harvard Business Review, 7-8.
[11] Athanassopoulos, Antreas D. (2000), "Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior," Journal of Business Research, 47 (3), 191-207.
[12] Baker, William E. and James M Sinkula (1999); The synergistic effect of market orientation and learning orientation on organizational performance. Journal of Academy of Marketing Science; Greenvale; Fall; Vol.27, pp.411-427.
[13] Band, William A. (1991). Creating Value for Customers. New York: John WHey.
[14] Banker, R. D. and Kauffman, R. J. (1991), Quantifying the Business Value of Information Technology: An Illustration of the Business Value Linkage Framework, New York University Working Paper Series, Stem School of Business, New York University, New York, NY.
[15] Bateson, Gregory (1972). Steps to an Ecology of Mind. New York: Ballantine.
[16] Becker, Boris W. and Connor, Patrick E. (1981): Personal Values of the Heavy Users of Mass Media. Journal of Advertising Research, 21(October), 37-43.
[17] Berger, Paul D. and Nada 1. Nasr. (1998). "Customer Lifetime Value: Marketing Models and Applications." Journal of Interactive Marketing, 12 (Winter): 17-30.
[18] Berry, Leonard L. (1995): Relationship Marketing of Services—Growing Interest, Emerging Perspectives. Journal of the Academy of Marketing Science, 23(Fall), 236-45.
[19] Berry, L.L. and Yadav, M.S. (1996), "Capture and communicate value in the pricing of services", Sloan Management Review, Summer, pp. 41-51.
[20] Bettis, R. A. and C. K. Prahalad. (1995). "The Dominant Logic: Retrospective and Extension." Strategic Management Journal 16:5-14.
[21] Biong, H., Wathne K., and Parvatiyar, A. (1997): Why Do Some Companies Not Want to Engage in Partnering Relationships, in Relationships and Networks in International Business Markets, H.G. Gemünden, T. Ritter and A. Walter, eds., Elsevier Science, New York, pp 91-107.
[22] Birch, Eric N. (1990). "Focus on Value." In Creating Customer Satisfaction. Research Report No. 944. New York: The Conference Board, 3-4.
[23] Blattberg, Robert C. and John Deighton. (1991). "Interactive Marketing: Exploiting the Age of Addressability." Sloan Management Review 33 (Fall): 5-14.
[24] Blattberg, R.C. and Deighton, J. (1996), "Manage marketing by the customer equity test", Harvard Business Review, Vol.74, July-August, pp.136-44.
[25] Brandenburger and Nalebuff (1995), the Right Game: Use Game Theory to Shape Strategy. Harvard Business Review, July-August, pp.57-71.
[26] Brandenburger, A.M. and Stuart, H.W. (1996), "Value-based business strategy", Journal of Economics and Management Strategy, Vol.5 No.1, pp. 5-24.
[27] Bolton, Ruth N., Drew, James H. (1991): A Multistage Model of Customers' Assessments of Service Quality and Value. Journal of Consumer Research 17(March), 375-384.
[28] Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V. A. (1993): Dynamic Process of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research ⅩⅪ (February): 7-27.
[29] Bums, Mary Jane (1993). Value in Exchange: The Consumer Perspective. Knoxville: The University of Tennessee.
[30] Butz, Howard E., Jr. and Leonard D. Goodstein. (1996). "Measttring Customer Value: Gaining the Strategic Advantage." Organizational Dynamics 24 (Winter): 63-77.
[31] Buzzell, R. D., and Gale, B. T. (1987): The PIMS Principles: Linking Strategies to Performance. The Free Press, New York.
[32] Cadotte, E.R., Woodruff, R.B. and Jenkins, R.L. (1987), "Expectations and norms in models of consumer satisfaction", Journal of Marketing Research, Vol.24, August, pp.305-14.
[33] Chang, T. Z., and Wildt, A. R. (1994): Price, Product Information, and Purchase Intention: An Empirical Study. Journal of the Academy of Marketing Science 22: 16-27.
[34] Chatterjee, K. and W. Samuelson (1983), Bargaining under Incomplete Information, Operations Research, 31: 835-51.
[35] Clare, Donald A. and Sanford, Donald G. (1979): Mapping Personal Value Space: A Study of Managers in Four Organizations. Human Relations, 32(August), 659-666.
[36] Collins, James C. and Jerry Ⅰ. Porras (1996), Building Your Company's Vision, Harvard Business Review, 9-10.
[37] Corey, Raymond E. and Steven H. Star (1971), Organization Strategy: A Marketing Approach. Cambridge, MA: Harvard University Press.
[38] Cravens, David W. and Shannon H. Shipp. (1991). "Market-Driven Strategies for Competitive Advantage." Business Horizons (January-February): 53-61.
[39] Crispell, D. (1993), Virtual Reality Meets Do-it-yourself, Folio: The Magazine for Magazine Management,
[40] Cronin, JR. J. Joseph, Michael K. Brandy and G. Tomas M. Hult (2000), Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments. Journal of Retailing, Volume 76(2), pp. 193-218.
[41] Crosby, Lawrence A.; Gronroos, Christian; Johnson, Sheree L. (2002); Who Moved My Value? Marketing Management; Chicago; Sep/Oct.
[42] Davenport, Thomas H., Harris, Jeanne G. and Kohli, Ajay K. (2001). How Do They Know Their Customers So Well? MIT Sloan Management Review, Winter, pp.63-73
[43] Day, George S. (1999): Creating a Market-Driven Organization. Sloan Management Review, Fall, pp. 11-21.
[44] Day, George S. (1994). "The Capabilities of Market Driven Organizations," Journal of Marketing 58 (October): 37-52.
[45] Day, George S. (1994b) "Continuous Learning About Markets." California Management Review 36 (Summer): 9-31.
[46] Day, George S. (1992). Marketing's Contribution to the Strategy Dialogue. Journal of the Academy of Marketing Science, 20(4), 323-329.
[47] Day, George S. (1991). "Learning About Markets." Marketing Science Institute Report Number 91-117. Marketing Science Institute, Cambridge, MA.
[48] Day, G.S. (1990), Market Driven Strategy: Processes for Creating Value, The Free Press, New York, NY.
[49] Day, G.S. and Wensley, R. (1988), "Assessing advantage: a framework for diagnosing competitive advantage", Journal of Marketing, Vol.52, April, pp.1-20.
[50] Day, Ellen (2002); The Role of Value in Consumer Satisfaction. Journal of Consumer
Satisfaction, Dissatisfaction and Complaining Behavior; Provo.
[51] Day Ellen and Melvin R. Crask (2000), "Value Assessment: The Antecedent of Customer Satisfaction: Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13, 52-60.
[52] de Chernatony, Leslie; Fiona Harris; Francesca Dall'Olmo Riley (2000); Added value: its nature, roles and sustainability. European Journal of Marketing; Vol.34, 1/2, pp. 39-56.
[53] de Geus, Arie P.(1988). "Planning as Learning." Harvard Business Review 66 (March-April): 70-74.
[54] Desarbo, W. S., Ajay Manrai, and Lalita A. Manrai (1994): "Latent Class Multidimensional Scaling——A Review of Recent Developments in the Marketing and Psychometric Literature," in Advanced Methods of Marketing Research, R. P.Bagozzi, ed. Oxford: Blackwell.
[55] Deshpande, Rohit and Gerald Zaltman (1982), "Factors Affecting the Use of Market Research Information: A Path Analysis," Journal of Marketing Research, 19 (February), 14-31.
[56] Deshpande, Rohit, John U. Farley, and Frederick E. Webster (1993). "Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis." Journal of Marketing 57 (January): 23-37.
[57] Dickson, Peter R. (1996). "The Static and Dynamic Mechanics of Competition: A Comment on Hunt and Morgan's Comparative Advantage Theory." Journal of Marketing 60 (October): 102-106.
[58] Dickson, P.R. (1992), "Toward a general theory of competitive rationality", Journal of Marketing, Vol.56, pp.69-83.
[59] Dickson, Peter R.; Giglierano, Joseph J. (1986); Missing the Boat and Sinking the Boat: A Conceptual Model of Entrepreneurial Risk. Journal of Marketing, Jul; Vol. 50.
[60] Diefenbach, Micheal A., Neil D. Weinstein, and Joseph O'Reilly (1993): Scales for Assessing Perception of Health Hazard Susceptibility," Health-Education Research, 8(June), 187-92
[61] Dodds, W.B., Monroe, K.B., Grewal, D., (1991). Effects of price, brand, and store information on buyers' product evaluations. Journal of Marketing Research, 28, 307-319.
[62] Dougherty, Deborah. (1989). "Interpretive Banders to Successful Product Innovation." Marketing Science Institute Report, No.89-114. Cambridge, MA.
[63] Dowling, Grahame R. and Mark Uncles (1997). "Do Customer Loyalty Programs Really Work?" Sloan Management Review 38 (Summer): 71-82.
[64] Dixon, Nancy M. (1992). Organizational Learning: a Review of the Literature with Implications for HRD Professionals. Human Resource Development Quarterly 3 (Spring), 29-49.
[65] Drucker, Peter F.(1998), The Discipline of Innovation, Harvard Business Review,
November-December.
[66] Drucker, Peter F. (1993), Post Capitalist Society. Oxford: Butterworth Heinemann.
[67] Drucker, Peter F. (1988), The Coming of New Organization, Harvard Business Review, January-Februery.
[68] Druker, Peter (1973), Management: Tasks, Responsibilities, Practices. Harper & Row, New York.
[69] Druker, Peter (1954), The Practice of Management, New York, Harper and Row Publishers.
[70] Dutka, Alan. (1994). AMA Handbook for Customer Satisfaction. Lincolnwood, IL: NTC Business Books.
[71] Einhorn, Hillel; Horgath, Robin (1987): "Decision Making in Ambiguity" in Rational Choice: The Contrast Between Economics and Psychology, Robin M. Horgath and Melvin W. Reder, eds. Chicago: The University of Chicago Press, 41-66.
[72] Eliashberg, Jehoshua, Gary L. Lilien, and Vithala R. Rao. (1997). "Minimizing Technological Oversights: A Marketing Research Perspective." In Technological Innovation: Oversights and Foresights. Eds. Raghua Garad, Praveen Rattan Nayyar, and Zur Baruch Shapira. New York: Cambridge University Press, 214-230.
[73] Engel, J.F., Blackwell, R.D. and Miniard, P.W. (1990), Consumer Behavior, Dryden, Chicago, IL.
[74] Enos, J.L. (1962), Petroleum Process and Profits: a History of Process Innovation, Cambridge, MA: MIT Press.
[75] Feather, Norman T. 1973: The Measurement of Values: Effects of Different Assessment Procedures. Australian Journal of Psychology, 25(December), 221-232.
[76] Feigenbaum, A. V. (1961): Total Quality Control Engineering and Management. McGraw-Hill Book Company, Inc.
[77] Feigenbaum, A.V. (1983): Total Quality Control (New York: McGraw-Hill).
[78] Flint, Daniel J., Robert B. Woodruff and Sarah F. Cardial (1997), Customer Value Change in Industrial Marketing Relations: A Call for New Strategies and Research, Industrial Marketing Management, Vol.26, pp.163-175.
[79] Flint, Daniel J. and Robert B. Woodruff (2001), the Initiators of Changes in Customers' Desired Value--Results from a Theory Building Study, Industrial Marketing Management, Vol.30, pp. 321-337.
[80] Flint, Daniel J; Robert B Woodruff and Sarah Fisher Gardial (2002): Exploring the phenomenon of customers' desired value change in a business-to-business context Journal of Marketing; Oct; Vol. 66,4. pp.102-117.
[81] Fornll, Claes, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, and Barbara Everitt Bryant (1996). "The American Customer Satisfaction Index: Nature, Purpose, and Findings," Journal of Marketing, 60 (October): 7-18.
[82] Foster, Richard N. (1986). "Timing Technological Transitions." In Technology in the Modem Corporation. Ed. Mel Horwitch. New York: Pergamon.
[83] Freeman, C. (1968), Chemical Process Plant: Innovation and the World Market, National Institute Economic Review, 45(August), 29-57.
[84] Gale, Bradly T. (1994): Managing Customer Value. New York. The Free Press.
[85] Galer, Graham and Kees van der Heijden. (1992). "The Learning Organization: How Planners Create Organizational Learning." Marketing Intelligence and Planning 10 (6): 5-12.
[86] Gans, J. S. and Stem, S. (1999), the Economics of User-based Innovation, MIT Sloan School of Management School Working Paper.
[87] Garvin, David A. (1993). Building a Learning Organization, Harvard Business Review, 7-8.
[88] Garvin, David A. (1983): Quality on the Line. Harvard Business Review, 61 (September-October): 64-75.
[89] Gemünden, H.G., Ritter, T., and Heydebreck, P. (1996): Network Configuration and Innovation Success: An Empirical Analysis in German High-Tech Industries. International Journal of Research of Marketing 13, 449-462.
[90] Ghemawat, P. (1986), "Sustainable advantage", Harvard Business Review, Vol.64, September-October, pp.53-8.
[91] Ghosh, Shikhar (1998), Making Business Sense of the Interact. Harvard Business Review, March-April.
[92] Gilmore, James H. and Pine Ⅱ, B. Joseph (1997), The Four Faces of Mass Customization. Harvard Business Review, January-February.
[93] Goldenberg, Jacob, Donald R. Lehmann and David Mazursky (2001), The Idea Itself and the Circumstances of Its Emergence as Predictors of New Product Success, Management Science, Vol.47, No.1 (January), pp.69-84.
[94] Goldenberg, Jacob, David Mazursky and Sorin Solomon (1999), Toward Identifying the Inventive Templates of New Products: a Channeled Ideation Approach, Journal of Marketing Research, Vol.34, No.2 (May), pp.200-210.
[95] Grant, Alan W. H. and Leonard A. Schlesinger (1995): Realize Your Customers' Full Profit Potential, Harvard Business Review, September-October, pp.59-72.
[96] Grant, Robert M. (1996), Toward a Knowledge-Based Theory of the Firm, Strategic Management Joumal, Vol.17, pp.109-122.
[97] Green, Paul E. and V. Srinivasan (1990): Conjoint Analysis in Marketing: New Developments with Implications for Research and Practice, Journal of Marketing, October.
[98] Grewal, Dhruv; Monroe, Kent B; Krishnan, R. (1998); The effects of price-comparison advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions Journal of Marketing; Vol. 62(2)Apr; pp. 46-59.
[99] Griffin, Abbie (1997), Drivers of NPD Success: The 1997 NPDM Report, Product Development & Management Association, Chicago, October.
[100] Griffin, Abbie and John R. Hauser. (1993). "The Voice of the Customer." Marketing Science 12 (Winter): 1-27.
[101] Grnroos, C. (1997): Value-Driven Relational Marketing: From Products to Resources and Competencies. Journal of Marketing Management 13,407-419.
[102] Gupta, K. and Stewart, D.W. (1996), "Customer satisfaction and customer behavior: the differential role of brand and category expectations", Marketing Letters, Vol. 7 No. 3, pp. 249-63.
[103] Haas, R.W. (1995), Business Marketing, South-Western College Publishing, Cincinnati, OH.
[104] Haeckel, Stephan H. (1995), "Adaptive Enterprise Design: The Sense-and-Respond Model," Planning Forum, 23 (May-June), 6-15.
[105] Hkansson, H. (1989): Corporate Technological Behavior: Co-operation and Networks. Routledge, London.
[106] Hall, Gene, Jim Rosenthal, and Judy Wade. (1993). "How to Make Reengineering Really Work." Harvard Business Review 71 (November-December): 119-133.
[107] Hallowell, Roger. (1996). "The Relationship of Customer Satisfaction, Customer Loyalty, and Profitability: An Empirical Study," The International Journal of Service Industry Management, 7 (4): 27-42.
[108] Hamel, Gary (1996), Strategy as Revolution, Harvard Business Review, 7-8. Hamel, Gary, Prahalad, C. K. (1994). Competing for the Future. Harvard Business School Press, Boston, MA.
[109] Hamel, Gary, Prahalad, C. K. (1994), Competing in the New Economy: Managing out of Bounds, Strategic Management Journal, Vol.17, pp. 237-242.
[110] Hargadon, A. and Sutton, R. (1997), Technology Brokering and Innovation in a Product Development Firm, Administrative Science Quarterly, Vol.42, pp.716-749.
[111] Hartman, R. S. (1967): The Structure of Value: Foundations of a Scientific Axiology. Southern Illinois Press, Carbondale.
[112] Haspeslagh, Philippe, Noda, Tomo, and Boulos, Fares (2001): Managing for Value—It's Not Just About the Numbers, Harvard Business Review, July-August.
[113] Hauser, John R. and Glen Urban (1986), "The Value Priority Hypotheses for Consumer Budget Plans," Journal of Consumer Research, 12 (March), 446-62.
[114] Hayes, Bob E.(1992). Measuring Customer Satisfaction. Milwaukee, WI.
[115] Hedberg, Bo. (1981). "How Organizations Learn and Unlearn." In Handbook of Organizational Design. Eds. Paul C. Nystrom and William H. Starbuck. New York: Oxford University Press, 3-27.
[116] Henry, Walter A. (1976): Culture Value Do Correlate to with Consumer Behavior; Journal of Marketing Research, 13(May), 121-127.
[117] Herbig, Paul, O'Hara, Brad (1996): International Procurement Practices: A Matter of Relationships. Management Decision 34(4), 41-45.
[118] Heskett, James L., Sasser, Jr. W. Earl, Hart, Christophe W. (1990). Service Breakthroughs: Changing the Rules of the Game. Free Press, New York.
[119] Higgins, K.T. (1998), "The value of customer value analysis", Marketing Research, Vol. 10, Winter/Spring, pp. 39-44.
[120] Holbrook, Morals B. (1994), The Nature of Consumer Value," in Service Quality: New Directions in Theory and Practice, Roland T. Rust and Richard L. Oliver, eds. Newbury Park, CA: Sage Publications, 21-71.
[121] Houston, F. S. (1986): The Marketing Concept: What It Is and What It Is Not. Journal of Marketing 50 (April): 81-87.
[122] Huber, George P. (1991). Organizational Learning: the Contributing Processes and the Literatures. Organization Science 2 (February), 88-155.
[123] Huber, Frank and Andreas Herrmann (2000), "The Role of Customer Value in Arriving at an Assessment of Satisfaction: Results of a Causal Analytic Study," in Developments R Marketing Science, Harlan E. Spotts and H. Lee Meadow, eds. Coral Gables, FL: Academy of Marketing Science, I10-15.
[124] Huber, Frank; Andreas Herrmann and Robert E. Morgan (2001); Gaining Competitive Advantage through Customer Value Oriented Management, The Journal of Consumer Marketing, Vol.18, No.1, pp 41-53.
[125] Hunt, Shelby D. and Robert M. Morgan. (1996). The Resource Advantage Theory of Competition: Dynamics, Path Dependencies, and Evolutionary Dimensions. Journal of Marketing, 60 (October): 107-114.
[126] Iacobucci, Dawn (1992), "An Empirical Examination of Some Basic Tenets in Services: Goods-Services Continua," in Advances in Services Marketing and Management, Vol. 1, Teresa Swartz, David E. Bowen, and Stephen W. Brown, eds. Greenwich, CT: JAI Press, 23-52.
[127] Inglehart, Ronald (1985): Aggregate Stability and Individual-Level Flux in Mass Belief System: the Level of Analysis Paradox, American Political Science Review, 79(March), 97-116.
[128] Jacobson, R. (1992), "The Austrian school of strategy", Academy of Management Review, Lexington, MA, Vol.17 No.4, pp.782-807.
[129] Jaworsld, Bernard and Ajay Kohli. (1993). "Market Orientation: Antecedents and Consequences." Journal of Marketing 57 (July): 53-70.
[130] Johnston, Wesley J., Bonoma, Thomas V. (1981): The Buying Center: Structure and
Interaction Patterns. Journal of Marketing 45(Summer), 143-156.
[131] Jones, J.P. (1986), What's in a Name? Advertising and the Concept of Brands, Lexington Books, New York, NY.
[132] Jones, Thomas O. and W. Earl Sasser. (1995). "Why Satisfied Customers Defect: Harvard Business Review 73 (November-December): 88-99.
[133] Kahle, Lynn R. (1983): Social Values and Social Changes: Adaptation to Life in American, New York, Praeger.
[134] Kahle, Lynn R.; Beatty, Sharon E. and Homer, Pamela (1986): Alternative Measurement Approaches to Consumer Values: The List of Values (LOV) and Valued and Life Style (VALS). Journal of Consumer Research, Vol.13(December), 405-409.
[135] Kalwani, Manohar U., Narayandas, Narakesari (1995). Long-Term Manufacturer-Supplier Relationships: Do They Pay off for Supplier Firms? Journal of Marketing; January, vol 59. 1-16.
[136] Kamakura, Wagner A and Mazzon, José A. (1991): Value Segmentation: A Model for the Measurement of Values and Value System. Journal of Consumer Research, Vol. 18, September, 208-218.
[137] Katz, A. (1993), "Measuring Technology's Business Value", Information Systems Management, Vol.10, No.1, pp. 33-9.
[138] Keeney, Ralph L. (1994), Creativity in Decision Making with Value Focused Thinking, Sloan Management Review, Summer.
[139] Kelley, S. W., Donnelly, J. H., and Skinner, S. J. (1990): Customer Participation in Service Production and Delivery. Journal of Retailing 66:315-335.
[140] Kemperman, J. E. B., and Van Engelen, J. M. L. (1999): Operationalizing the Customer Value Concept. Paper. EMAC Conference, Berlin, May, 11-14.
[141] Kerin, Roger A.; Jain, Ambuj and Howard, Daniel J. (1992): Store Shopping Experience and Consumer Price-Quality-Value Perceptions. Journal of Retailing, 68(Winter), 376-397.
[142] Kim, W. Chan and Mauborgne, Renée (1999a): Creating New Market Space: Harvard Business Review, January-February.
[143] Kim, W. Chan and Mauborgne, Renée (1999b): Strategy, Value Innovation, and the Knowledge Economy, Sloan Management Review, Spring.
[144] Kim, W. Chan and Mauborgne, Renée (1997): Value Innovation: the Strategic Logic of High Growth, Harvard Business Review, 1-2.
[145] Kohli, Ajay K, Jaworski, Bernard (1990). "Market Orientation: the Construct, Research Propositions, and Managerial Implications." Journal of Marketing 54 (April): 1-18.
[146] Komorita, S. S. and W. K. Graham (1965): "Number of Scale Points and the Reliability of Scales," Education and Psychological Measurement, 25, 987-95.
[147] Kordupleski, R.T. and Laitamaki, J. (1997), "Building and Deploying Profitable Growth Strategies Based on the Waterfall of Customer Value Added", European Management Journal, April, p. 158.
[148] Kotler, Philip (1972): A Generic Concept of Marketing, Journal of Marketing, Vol.36, April.
[149] Kotler, Philip (1996), Marketing Management. Prentice Hall Inc.
[150] Kotler, Philip (1997): Marketing Management: Analysis, Planning, Implementation, and Control. Prentice-Hall, NJ.
[151] Laitamaki, Jukka and Kordupleski, Raymond (1997): Building and Deploying Profitable Growth Strategies Based on the Waterfall of Customer Value Added. European Journal of Management, Vol.15, No. 2, pp158-166.
[152] Lai, Albert W. (1995), "Consumer Values, Product Benefits, and Customer Value: A Consumption Behavior Approach," in Advances in Consumer Research, Frank R. Kardes and Mita Sujan, eds. Provo, UT: Association for Consumer Research, 381-88.
[153] Lapierre, Jozee (2000); Customer-perceived value in industrial contexts. The Journal of Business & Industrial Marketing; Vol.15, 2/3, 122-140.
[154] Lapierre, Joze'e, Pierre Filiatrault and Jean-Charles Chebat (1999): Value Strategy Rather Than Quality Strategy: A Case of Business-to-Business Professional Services. Journal of Business Research 45, 235-246.
[155] Lee, S., J. F. Courtney, Jr., and R. M. O'Keefe. 1992. "A System for Organizational Learning Using Cognitive Maps." OMEGA International Journal of Management Science 20 (Spring): 23-36.
[156] Leonard, Frank S. and W. Earl Sasser. (1982). "The Incline of Quality." Harvard Business Review 61 (September-October): 163-171.
[157] Leonard, Dorothy and Straus, Susaan (1997), Putting Your Company's Whole Brain to Work, Harvard Business Review, July-August.
[158] Leonard-Barton, Dorothy. (1992), Core Capabilities and Core Rigidities: a Paradox in Managing New Product Development, Strategic Management Journal, Vol. 13, pp. 111-125.
[159] Levitt, T. (1980): Marketing Success through Differentiation——of Anything. Harvard Business Review 1, 83-91.
[160] Liebowitz J. (2000). Building Organizational Intelligence——A Knowledge Management Palmer. CRC Press: Boca Raton, FL.
[161] Lilien, Garry, Mordson Pamela D., Karthleen Searls, Mary Sonnaek and Eric von Hippel (2001), Performance Assessment of the Lead User Idea Generation Process for New Product Development, ISBM Report 4.
[162] Luee, R. Duncan and Tukey, John W. (1964), "Simultaneous conjoint measurement: A new type of fundamental measurement," Journal of Mathematical Psychology, Vol.1, pp. 1-27.
[163] Lundvall, Bengt-Ake (1985), Product Innovation and User-Producer Interaction. Aalborg,
Denmark: Aalborg University Press.
[164] Luthje, Christian (2000), Characteristics of Innovating Users in a Consumer Goods Field: An Empirical Study of Sport-related Product Consumers. MIT Sloan School of Management Working Paper.
[165] Machiguchi, Tsunesaburo (1964), Philosophy of Value. Tokyo: Seikyo Press.Markus, M. Lynne; Manville, Brook; Agres, Carole E. (2000); What Makes a Virtual Organization Work? Sloan Management Review, Fall, pp 13-25.
[166] MacMillan, I. C., and McGrath, R. G. (1996): Discover Your Products' Hidden Potential. Harvard Business Review, 3, 58-73.
[167] Macrae, C. (1991), World Class Brands, Addison-Wesley, Wokingham.
[168] Manrodt, Karl B., Davis, Frank B. (1992). The Evolution of the Service Response Logistics. International Journal of Physical Distribution and Logistics Management. 22(9), 3-10.
[169] Mansfield, Edwin (1968), The Economics of Technological Change, New York, W. W. Norton & Company.
[170] Manzer, L. and Miller, S. J. (1978): An Examination of the Value-Attitude Structure in the Study of Donor Behavior, in Proceedings of the American Institute of Decision Sciences. Vol. 12, St. Louis, 532-538.
[171] Maslow, Abraham H. (1954). Motivation and Personality. Harper, New York.
[172] Mathur, Shiv, S.and Kenyon, A. (1997), Creating Value, Butterworth Heinemann,Mazumdar, T. (1993), "A value-based orientation to new product planning", Journal of Consumer Marketing, Vol.10 No.1, pp. 28-41.
[173] Mattsson, J. (1991): Better Business by the ABC of Values. Studentliteratur, Lund.
[174] McCracken, G. (1993), "The value of the brand: an anthropological perspective", in Aaker, D.A. and Biel, A.L. (Eds), Brand Equity and Advertising, Lawrence Erlbaum Associates, Hillsdale, NJ.
[175] McQuarrie, Edward F. (1998), Customer Visits: Building a Better Market Focus, Sage, Newbury Park, CA,
[176] McWilliam, Gil (2000), Building Strong Brands through Online Communities, Sloan Management Review, Spring.
[177] Menon, Anil and P.Rajan Varadarajan (1992), "A Model of Marketing Knowledge Use Within Firms," Journal of Marketing, 56 (October), 53-71.
[178] Meredith, J.R., McCutcheon, D.M. and Hartley, J. (1994), "Enhancing competitiveness through the new market value equation", International Journal of Operations and Production Management, Vol.14 No.11.
[179] Milgrom, P. and Roberts, J. (1995), "Complemenartities and fit: strategy, structure and organizational change in manufacturing", Journal of Accounting and Economics, Vol. 19, pp. 179-208.
[180] Miller, John A. (1976): Studying Satisfaction, Modifying Models, Eliciting Expectations, Posing Problems, and Making Meaningful Measurements, in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, H. K. Hunt, ed., Marketing Science Institute, Cambridge, MA, pp 72-91.
[181] Monroe, K.B., Chapman, J.D. (1987). Framing effects on buyers' subjective evaluations. In: Anderson, P., Wallendorf, M. (Eds.), Advances in Consumer Research, vol.14. Association for Consumer Research, Provo, UT, pp. 193-197.
[182] Moorman, Christine (1995), "Organizational Market Information Processes: Cultural Antecedents and New Product Outcomes," Journal of Marketing Research, 32 (August), 318-35.
[183] Morison, Ian, Schmid, Greg (1994). Future Tense: The Business Realities for the Next Ten Years. William Morrow and Company, New York.
[184] Morison, Pamela D., John H. Roberts and Eric von Hippel (2000), Determinants of User Innovation and Innovation Sharing in a Local Market, Management Science, Vol. 46, No.12 (December), 1513-1527.
[185] Munson, J. Michael and Posner, B. Z. (1980): The Values of Engineers and Managing Engineers, IEEE Transactions on Engineering Management. 26(2), 55-60.
[186] Munson J. Michael and Mclntyre, Shelby H. (1979): Developing Practical Procedures for the Measurement of Personal Values in Cross-cultural Marketing, Journal of Marketing Research. 16(February), 48-52.
[187] Narver, J.C. and Slater, S.F. (1990), "The effect of a market orientation on business profitability", Journal of Marketing, Vol. 54 No. 4, October, pp. 20-35.
[188] Naumann, E. (1995), Creating Customer Value. The Path to Sustainable Competitive Advantage, Thomson Executive Press, Cincinnati, OH.
[189] Nelson, R. R. (1991), Why Do Firms Differ, and How Does It Matter? Strategic Management Journal, Vol.12, Winter, pp.61-74.
[190] Newman, Joseph W.(1977). "Consumer External Search: Amount and Determinants", in Consumer and Industrial Buying Behavior, A. G. Woodside, et al., eds. New York: North Holland Publishing Company, 79-94.
[191] Nijhof, W. J. (1999) 'Knowledge management and knowledge dissemination', Academy of Human Resource Development 1999 Conference Proceedings, Vol.1, Arlington, VA: Academy of HRD, pp.479-87.
[192] Nijssen, Edwing J., Kluwer, Ruud T. Frambach (2000), Creating Customer Value Through Strategic Marketing Planning-a Management Approach. Academic Publishers, pp. 152.
[193] Nilson, T.H. (1992), Value-Added Marketing. Marketing Management for Superior Results, McGraw-Hill, London.
[194] Nonaka, Ikujiro. (1998). The knowledge-creating company. Harvard Business Review on
Knowledge Management. Boston: Harvard Business School Press.
[195] Nonaka, Ikujiro (1991), the Knowledge-Creating Company, Harvard Business Review, November-December.
[196] Nonaka, I. and Takeuchi, H. (1995). The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation, New York: Oxford University Press.
[197] Normann, R. and Ramirez, R. (1993), "From value chain to value constellation: Designing interactive strategy", Harvard Business Review, Vol.71, July-August, pp. 65-77.
[198] Novak, Thomas P. and MacEnvoy, Bruce (1990): On Comparing Alternative Segmentation Schemes: The List of Value (LOV) and Valued and Life Style (VALS); Journal of Consumer Research, Vol.17(June), 105-109.
[199] Nystrom, P. C. and W. Starbuck.(1984). To Avoid Organizational Crises, Unlearn. Organizational Dynamics 13 (Spring): 53-65.
[200] O'Brien, Louise, and Jones, Charles (1995): Do Reward Really Create Loyalty? Harvard Business Review, May-June, 75-82.
[201] OECD (1996). The Knowledge-based Economy, The Organization for Economic Co-operation and Development (OECD) Report.
[202] Oh, Haemoon (1999): Service quality, customer satisfaction, and customer value: A holistic perspective. Hospitality Management 18.67-82.
[203] Olson, J. and Reynolds, T.J. (1983), "Understanding consumer cognitive structures: implications for advertising strategy," in Percy, L. and Woodside, A. (Eds), Advertising and Consumer Psychology, Lexington Books, Lexington, MA, pp. 77-90.
[204] Oliver, Richard L. (1977). "Effect of Expectation and Disconfirmation on Post-Expense Product Evaluations: An Alternative Interpretation," Journal of Applied Psychology, 62: 480-486.
[205] Oliver, Richard L. (1999), "Value as Excellence in the Consumption Experience," in Consumer Value. A Framework for Analysis and Research, Morals B. Holbrook, Ed., New York: Routledge.
[206] Oliver, Richard L. and Wayne S. DeSarbo (1988), "Response Determinants in Satisfaction Judgements," Journal of Consumer Research, 14 (March), 495-507.
[207] Oliver, Richard L., Roland T. Rust, and Sajeev Varki. (1997). "Customer Delight, Foundations, Findings, and Managerial Insight," Journal of Retailing, 73 (3): 311-336.
[208] Ostrom, Amy; Iacobucci, Dawn (1995): Consumer Trade-Offs and the Evaluation of Services Journal of Marketing; 58(January), 17-28.
[209] Palmroth, William (1991), "Always Remember the Six Buyer Benefits; Qualities Buyers Look for in a Product," American Salesman, 36 (9), 12-18.
[210] Parasuraman, A. (1997): Reflections on Gaining Competitive Advantage through Customer Value. Journal of the Academy of Marketing Science, 25(2), 154-161.
[211] Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1985). "A Conceptual Model of Service Quality and Its Implications for Future Research." Journal of Marketing, 49 (Fall): 41-50.
[212] Pelham, Alfred M. (1999), Influence of Environment, Strategy, and Market Orientation on Performance in Small Manufacturing Firms, Journal of Business Research, 45, 33-46.
[213] Pels, M. A. and Merrick, B. (1993), "2001: A Credit Union Odyssey", Credit-Union Magazine, 59 (7), pp. 40-45.
[214] Perdue, Barbara C., Summers, John O. (1991): Purchasing Agents' Use of Negotiation Strategies. Journal of Marketing Research 28(May), 175-189.
[215] Peters, Tom (1987), Thriving on Chaos, Alfred A. Knopf. New York.
[216] Piercy, N. F.(1998), Marketing Implementation; The Implications of Marketing Paradigm Weakness for the Strategy Execution Process, Journal of the Academy of Marketing Science, 26(3), 222-236.
[217] PineⅡ,B. Joseph, Peppers, Don and Rogers, Martha (1995), Do You want to Keep Your Customer Forever? Harvard Business Review, March-April.
[218] PineⅡ, Joseph B. (1993). Mass Customization: The New Frontier in Business Competition. Harvard Business School Press, Boston, MA.
[219] PineⅡ, Joseph B., Bart Victor, and Andrew C. Boynton (1993), "Making Mass Customization Work," Harvard Business Review, 71 (September/October), 108-19.
[220] Popcorn, Faith (1991). The Popcorn Report. Harper Business, New York.
[221] Porac, Joseph F and Howard Thomas. (1990). "Taxonomic Mental Models in Competitor Definition ". Academy of Management Review 15 (2): 224-240.
[222] Porter, Michael E. (1979), How Competitive Forces Shape Strategy. Harvard Business Review, 57, pp. 137-146.
[223] Porter, Michael E. (1980), Competitive Strategy, New York, Free Press.
[224] Porter, M.E. (1985), Competitive Advantage, Free Press, New York, NY.
[225] Porter, M. E. (1996), What is strategy?, Harvard Business Review, Vol. 44, November-December, pp. 61-78.
[226] Porter, Michael E. (1998): Clusters and the New Economics of Competition. Harvard Business Review, November-December. 77-90.
[227] Porter, Michael E. (2001): Strategy and Interact, Harvard Business Review, March-April.
[228] Porter, Michael E. and Scott Stern (2001): Innovation: Location Matters. MIT Sloan Management Review, (Summer), pp. 28-36.
[229] Prahalad, C. K. and Ramaswamy, Venkatram (2000), Co-opting Customer Competence, Harvard Business Review, 1-2.
[230] Prahalad, C. K and Hamel, Gary (1990): the Core Competence of the Corporation, Harvard
Business Review, 5-6.
[231] Prahalad, C. K and Hamel, Gary (1994): Strategies as a Field of Study: Why Search for a New Paradigm? Strategic Management Journal, Special Issue: In Searching of New Strategic Paradigms, (Summer), 5-16.
[232] Quinn, James Brian (1999), Strategic Outsourcing: Leveraging Knowledge Capabilities, Sloan Management Review, Summer.
[233] and Hilmer, Frederick G. (1994), Strategic Outsourcing, Sloan Management Review, Spring.
[234] Raaij van, E.M., Engelen, J. and Stoelhorst, J.W. (1998), "Market orientation: exploring the implementation issue", in Gray, B.J. and Deans, K.R. (Eds), Marketing Connections, Proceedings of the Australia New Zealand Marketing Academy Conference, Dunedin, New Zealand, November-December, pp.2741-53.
[235] Rangaswamy, Arvind; Burke, Raymond R. and Oliva, Terence A. (1993): Brand Equity and the Extendibility of Brand Names, International Journal of Research in Marketing, 10(1): 61-75.
[236] Ravald, A. and Gronroos, C. (1996), "The value concept and relationship marketing", European Journal of Marketing, Vol.30 No. 2, pp. 19-30.
[237] Rayport, Jeffrey F. and Sviokla, John J. (1995), Exploiting the Virtual Value Chain. Harvard Business Review, November-December.
[238] Reichheld, Frederick F.(1996), Learning from Customer Defections, Harvard Business Review, 3-4.
[239] Reichheld, Frederick F. and Thomas Teal (2001): The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. Harvard Business School Publishing, August.
[240] Richardson, M.L. and Gartner, W.H. (1999), "Contemporary organizational strategies for enhancing value in healthcare", International Journal of Healthcare and Quality Assurance", Vol.12 No.5, pp.183-9.
[241] Roberts, John H. (2000): Developing new rules for new markets, Journal of the Academy of Marketing Science.; Vol.28. No.1, (Winter), pp.31-44.
[242] Roberts, K. (1997): Customer Value Drives Profitability. Presentation. PIMS, Europe, Kingston UK, June.
[243] Robbins, Stephen. P. (1994), Management, (4th ed), Prentice Hall Inc.
[244] Rogers, E. M. (1995), Diffusion of Innovation, New York, Fee Press.
[245] Rokeach, Milton and Ball-Rokeach, Sandra J. (1989): Stability and Change in American Value Priorities, 1968-1981. American Psychologist, 44(May), 775-784.
[246] Rokeach, M. (1973), The Nature of Human Values, Free Press, New York, NY.
[247] Rokeach, Milton (1974). Change and Stability of American Value Systems, 1968-71. Public
Opinion Quarterly, 38(Summer), 232-238.
[248] Rokeach, Milton (1979): Understanding Human Values, New York: Free Press.
[249] Roland T. Rust, and Sajeev Varki. (1997). "Customer Delight, Foundations, Findings, and Managerial Insight," Journal of Retailing, 73 (3): 311-336.
[250] Rossiter, John R. and Gary L. Lilien (1994), New "Brainstorming" Principles, Australian Journal of Management, Vol.19, No.1 (June), pp 61-72.
[251] Ruyter, Ko de, Wetzels, Martin, Lemmicnk, Jos, Mattsson, Jan (1997): The Dynamics of the Service Delivery Process: A Value-Based Approach. International Journal of Research in Marketing 14, 231-243.
[252] Rust, Roland T., Zeithaml,Valarie A. and Lemon, Katherine N. (2000), Driving Customer Equity, How Customer Lifetime Value is Reshaping Corporate Strategy, The Free Press, New York; 292pp.
[253] Sackmann, Sonja A. 1991. Cultural Knowledge in Organizations. Newbury Park, CA: Sage.
[254] Schmookler, J. (1966), Invention and Economic Growth, Cambridge, Mass., Harvard University Press.
[255] Schnedler, David E. (2000). Using Strategic Market Model to Predict Customer Behavior. Sloan Management Review, Spring, pp. 85-92.
[256] Schwartz, Shalom H. and Bilsky, Wolfgang (1987): Toward a Universal Psychological Structure of Human Values. Journal of Personality and Social Psychology, 53(3), 550-562.
[257] Sellers, Patricia (1989), Getting Customers to Love You. Fortune, March.
[258] Senge, Peter M. (1990). The Fifth Discipline: The Art and Practice of the Learning Organization. New York: Doubleday.
[259] Senge, Peter M. (1992). "Mental Models." Planning Review 20 (March-April): 4-10, 44.
[260] Seybold, Patricia B. (2001), Get Inside the Lives of Your Customers, Harvard Business Review, May.
[261] Shah, Sonali (1999), Sources and Patterns of Innovation in a Consumer Products Field: Innovations in Sporting Equipment. MIT Sloan School of Management Working Paper, #410 May.
[262] Shaw, B. (1985), The Role of the Interaction Between User and Manufacturer in Medical Equipment Innovation, R & D Management 15, 4 (October), 283-92.
[263] Shaw, G. K. (1984), Rational Expectation: An Elementary Exposition, St. Martin's Press, New York.
[264] Shaw, Robert B. and Dennis N. T. Perkins. 1991. "Teaching Organizations to Learn." Organization Development Journal 9 (Winter): 1-12.
[265] Sherif, M. and C. Hovland (1961): Social Judgment. New Haven, CT: Yale University Press.
[266] Sheth, Jagdish N; Rajendra S Sisodia and Arun Sharma (2000); The antecedents and consequences of customer-centric marketing, Academy of Marketing Science. Journal; vol. 28, No. 1; Winter, pp. 55-66.
[267] Sheth, J.N. and Sharma, A. (1997), "Supplier relationships: emerging issues and challenges", Industrial Marketing Management, Vol.26, pp.91-100.
[268] Sheth, J.N., Newman, B. and Gross, B.L. (1991), "Why we buy what we buy: a theory of consumption values", Journal of Business Research, Vol. 22, pp. 159-70.
[269] Sheth, Jagdish N; Rajendra S Sisodia and Arun Sharma (2000); The antecedents and consequences of customer-centric marketing, Academy of Marketing Science. Journal; vol. 28, No. 1; Winter, pp. 55-66.
[270] Simon, Herbert A. (1995): "Theories of Decision-Making in Economics and Behavioral Science" American Economic Review, 49, 253-83.
[271] Simpson, Penny M., Judy A. Siguaw and Thomas L. Baker (2001), "A Model of Value Creation: Supplier Behaviors and Their Impact on Reseller-Perceived Value", Industrial Marketing Management, Vol.30, p. 123
[272] Sinha, Indrajit, DeSarbo, Wayne S. (1998): An Integrated Approach toward the Spatial Modeling of Perceived Customer Value. Journal of Marketing Research 35(May), pp.236-249.
[273] Sinkula, James M. (1994). Market Information Processing and Organization Learning. Journal of Marketing 58(January): 35-45.
[274] Sinkula, James M., Baker, William E. and Noordevier, Thomas (1997). A Framework for Market-Based Organization Learning, Linking Values, Knowledge and Behavior. Journal of the Academy of Marketing Science. Vol. 25 (Fall), pp.305-318.
[275] Slater, Stanly F. (1997): Developing a Customer Value-Based Theory of the Firm, Journal of the Academy of Marketing Science, Vol. 25, No.2, 162-67.
[276] Slater, S. F. (1996), "The challenge of sustaining competitive advantage", Industrial Marketing Management, Vol. 25, pp. 79-86.
[277] Slater, Stanley F and John C. Narver (2000), "Intelligence Generation and Superior Customer Value:'Journal of the Academy of Marketing Science, 28 (Winter), 120-27.
[278] Slater, Stanley F and John C. Narver (1995). Market Orientation and the Learning Organization. Journal of Marketing 59 (July): 63-74.
[279] Slater, Stanley F and John C. Narver (1994), "Does Competitive Environment Moderate the Market Orientation-Performance Relationship?" Journal of Marketing, 58 (January), 46-55.
[280] Slater, S. F. and Narver, J. C. (1992), "Superior customer value and business performance: the strong evidence for a market-driven culture", Report, Marketing Science Institute, Cambridge, MA, pp. 92-125.
[281] Sirdeshmukh, Deepak; Singh, Jagdip and Sabol, Barry (2002): Consumer Trust, Value, and
Loyalty in Relational Exchanges. Journal of Marketing; Jan; 15-37.
[282] Slywotzky, A. J. and Morrison, D. J. (1997), the Profit Zone, Wiley, New York, NY, 1997.
[283] Smart, William (1891): An Introduction to the Theory of Value, London: MacMillan and Co.
[284] Stewart, Thomas A. (1997): A Satisfied Customer Isn't Enough. Fortune, July 21, 112-113.
[285] Smith Gooding, Sandra K. (1995): Quality, Sacrifice and Value in Hospital Choice, Journal of Health Care Marketing, 15 (Winter), 24-31.
[286] Sfivastava, Rajendra K; Tasadduq A Shervani and Liam Fahey (1999); Marketing, business processes, and shareholder value: An organizationally embedded view of marketing activities and the discipline of marketing. Journal of Marketing; Vol. 63, pp. 168-179.
[287] Spreng, R., MacKenzie, S.B. and Olshavsky, R.W. (1996), "A reexamination of the determinants of consumer satisfaction", Journal of Marketing, Vol.60, July, pp. 15-32.
[288] Spreng, Richard A., Olshavsky, Richard W. (1993): A Desires Congruency Model of Consumer Satisfaction. Journal of the Academy of Marketing Science, 21(Summer), 169-177.
[289] Stata, Ray. (1992). "Management Innovation." Executive Excellence 9 (June): 8-9.
[290] Stone, Robert N. and Gronhaug, Kjell (1993): Perceived Risks: Further Considerations in the Future Marketing Discipline; European Journal of Marketing, 27(3): 39-50.
[291] Strassmann, P.A. (1990), The Business Value of Computers, The Information Economics Press, New Canaan.
[292] Soldow, Gary E, Thomas, Gloria P. (1984). Relational Communications: Form Versus Content in the Sales Interaction. Journal of Marketing, 48, pp. 84-93.
[293] Swait, Joffre and Jillian C. Sweeney (2000). "Perceived Value and its Impact on Choice Behavior in a Retail Setting," Journal of Retailing and Consumer Services, 7(2), 77-88.
[294] Swan, John E., Trawick, I. Frederick Jr. (1980): Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior. School of Business, Indiana University, Bloomington, IN.
[295] Sweeny, Jillian C.; Soutar, Gooffry N. and Johnson, Lester W. (1999): The Role of Perceived Risk in the Quality-Value Relationship: A Study in a Retail Environment, Journal of Retailing, Volume 75, No.1, 77-105.
[296] Teas, R.K., Agarwal, S., (1997). Quality cues and perceptions of value: an examination of the mediation effects of quality and sacrifice perceptions. Iowa State University Working Paper #37.6: Iowa State University.
[297] Teas, R. Kenneth and Sanjeev Agarwal (2000), "The Effects of Extrinsic Product Cues on Consumers' Perceptions of Quality Sacrifice, and Value," Journal of the Academy of Marketing Science, 28 (Spring), 278-91.
[298] Tellis, Gerard J. and Gaeth, Gary J. (1990): Best Value, Price-Seeking and Price Aversion: the Impact of Information and Learning on Consumer Choice. Journal of Marketing, 54(April): 34-45.
[299] Tetlock, Philip E. (1986): A Value Pluralism Model of Ideological Reasoning. Journal of Personality and Social Psychology, 50(April), 819-827.
[300] Thaler, Richard (1985), "Mental Accounting and Consumer Choice," Marketing Science, 4 (Summer) 199-214.
[301] Thomas, Gloria P., Soldow, Gary F. (1988). A Rule-Based Approach to Competitive Interactions. Journal of Marketing, 52, April, pp. 63-74.
[302] Thorelli, Hans B. and Thorelli, Sarah V. (1977): Consumer Information Systems and Consumer Policy, Cambridge, MA. Ballinger Publishing Company.
[303] Tobin, Daniel R.1993. Re-educating the Corporation: Foundations for the Learning Organization. Essex Junction, VT: Oliver Wright.
[304] Toler, Curt (1975): The Personal Values of Alcoholics and Addicts. Journal of Clinical Psychology. 31(July), 554-557.
[305] Treaty, Michael and Fred Wiersema (1995): The Discipline of the Market Leaders. Reading, MA: Addison-Wesly.
[306] Tversky, Amos and Daniel Kahneman (1991): Loss Aversion and Riskless Choice: A Reference Dependent Model. Quarterly, Journal of Economics, 106(November), 1039-61.
[307] Urban, Glen L., Hauser, John L. (1980). A Proactive New Product Development Process in Design and Marketing of New Products. Prentice-Hall, Englewood Cliffs, NJ.
[308] Urban, Glen L. and Eric von Hippel (1988), Lead User Analyses for the Development of New Industrial Products, Management Science, 34, 5(May), 569-82.
[309] Urban, Glen L., Weinberg, B. D. and Hauser, John L. (1996), Premarket Forecasting for Really New Products, Journal of Marketing, vol.60 (1), (January), pp 47-60.
[310] Ulaga, Wolfgang and Chacour, Samir (2001): Measuring Customer-Perceived Value in Business Markets. Industrial Marketing Management 30, 525-540.
[311] van der Haar, Jeanke W., Ron G. M. Kemp and Onno (S. W. F.) Omta (2001), Creating Value that Cannot Be Copied, Industrial Marketing Management, 30, 627-636.
[312] Vandermerwe, Sandra (2000), How Increasing Value to Customers Improves Business Results: Sloan Management Review, Fall.
[313] Vandermerwe, Sandra (1996). Becoming a Customer "Owning" Corporation. Long Range Planning. Vol. 29, No. 6, pp. 770-782.
[314] VanderWerf, P. (1990), Product Tying and Innovation in U.S. Wire Preparation Equipment, Research Policy, 19, 83-96.
[315] Vantrappen, Herman (1992). "Creating Customer Value by Streamlining Business
Processes," Long Range Planning, 25(February), 53-62.
[316] Varian, Hal (1987): Intermediate Microeconomies. New York: W. W. Norton & Company.
[317] Vinson, Donald E. and Munson, J. Michael (1976): Personal Values: An Approach to Market Segmentation; in Marketing: 1877-1976 and Beyond, ed. Kenneth L. Bernhardt, Chicago: American Marketing Association, 313-317.
[318] von Hippel, Eric. (1976), The Dominant Role of Users in the Scientific Instrument Innovation Process, Research Policy, 5, 212-39.
[319] von Hippel, Eric. (1977), The Dominant Role of Users in the Semiconductor and Electronic Subassembly Process Innovation, IEEE Transactions on Engineering Management EM 24: 2 (May), 60-71.
[320] von Hippel, Eric. (1986). "Lead Users: A Source of Novel Product Concepts'" Management Science 32:791-805.
[321] von Hippel, Eric. (1988). The Sources of Innovation, New York, Oxford University Press.
[322] von Hippel, Eric, Joan Churchill and Mary Sonnack (2001), Breakthrough Products with Lead User Research, Lead User Concepts Inc., leadnser.com (Oxford University Press).
[323] von Hippel, Eric, Stefan Thomke and Mary Sonnack (1999), Creating Breakthrough at 3M, Harvard Business Review, September-October, pp. 47-57.
[324] Voss, G. B., Parasuraman, A. and Grewal, D. (1998), "The role of price, performance and expectations in determining satisfaction in service exchanges", Journal of Marketing, Vol. 62, October, pp. 46-61.
[325] Vdens, Macro and Frenkel Ter Hofstede (2000): Linking Attributes, Benefits, and Consumer Values. Marketing Research, Fall 2000, 5-10.
[326] Walter, A. (1999): Relationship Promoters: Driving Forces for Successful Customer Relationships. Industrial Marketing Management 28, 537-551.
[327] Walter, Achim, Thomas Ritter and Hans Georg Gemünden (2001): Value Creation in Buyer-Seller Relationships: Theoretical Considerations and Empirical Results from a Supplier's Perspective. Industrial Marketing Management. 30, 365-377.
[328] Webster, F. E. (1994): Market-Driven Management: Using the New Marketing Concept To Create A Customer-Oriented Company. John Wiley & Sons, New York.
[329] Webster, F. E. (1992): The Changing Role of Marketing in the Corporation, Journal of Marketing, 56(October), 1-17.
[330] Wikstrom, S. and Normann, R. (1994), Knowledge and Value: A New Perspective on Corporate Transformation, Routledge, London.
[331] Williams, Robin M. (1968): "Values" in International Encyclopedia of the Social Sciences, ed. E. Sills, New York, 203-207.
[332] Wilson, D. T. (1995): An Integrated Model Of Buyer-Seller Relationships. Journal of the
Academy of Marketing Science 23, 335-345
[333] Wilson, D.T and Jantrania, S. (1994), Understanding the Value of a Relationship, Asia-Australia Marketing Journal, 2(1), 55-66.
[334] Woodruff, Robert B. (1997): Customer Value: The Next Source for Competitive Advantage. Journal of the Academy of Marketing Science 25(2), 139-153.
[335] Woodruff, R. B. and Gardial, S. (1996), Know Your Customer: New Approaches to Understanding Customer
[336] Wyner, G.A. (1996), "Customer valuation: linking behavior and economies", Marketing Research, Vol. 8, Summer, pp. 36-43.
[337] Zeithaml, V. A. (1988), "Consumer perception of price, quality and value: a means-end model and synthesis of evidence", Journal of Marketing, Vol. 52, July, pp. 2-22.
[338] Zeithaml, V. A. (1981), "How Consumer Evaluation Processes Differ Between Goods and Services," in Marketing of Services, James H. Donnelly and William R. George, eds. Chicago: American Marketing Association, 186-89.
[339] Zeithaml, Valerie, Berry, Leonard L., Parasuraman, A. (1993): The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science 21(1), 1-12.
[340] Zeithaml, V., Parasuraman, A. and Berry, L. (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, Free Press, New York, NY.
[341] Zuboff, Shoshana (1988). In the Age of the Smart Machine. New York: Basic Books.
[342] Zadeh, L. A. (1965). Fussy Sets. Information and Control, Vol. 8.
[343] Zadeh, L.A., Fu, K.S., Tamaka, K. and Shimara, L. (1975), Fussy Sets and Their Application to Cognitive and Decision Process, Academy Press, New York.
[344] 项保华(2001)．战略管理——艺术与实务，华夏出版社．
[345] 项保华，李庆华(2000)．基于顾客认知互动过程的企业战略观，南开管理评论．
[346] 李庆华(2001)．基于顾客价值创新的企业战略定位研究，浙江大学博士论文．
[347] 易雪峰(2002)．基于顾客行为的战略规则研究，浙江大学博士论文．
[348] 张维迎(1996)．博弈论与信息经济学，上海三联书店，上海人民出版社．
[349] 唐茂华(1999)．价值创新研究，科学学与科学技术管理．
[350] 胡左浩，郑兆红(2001)．顾客生涯价值及其对CRM的启示，外国经济与管理，Vol．23，4．