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См.: Albert O. Hirshman, Exit, Voice and Loyalty (Cambridge, MA: Harvard University Press, 1970).
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См.: Mary C. Gilly and Richard W. Hansen, «Consumer Complaint Handling as a Strategic Marketing Tool», Journal of Consumer Marketing (Fall 1985): 5–16.
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См.: James H. Donnelly Jr. and John M. Ivancevich, «Post-Purchase Reinforcement and Back-Out Behavior», Journal of Marketing Research (August 1970): 399—400.
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Patrick Robinson, Charles W. Faris and Yoram Wind, Industrial Buying and Creative Marketing (Boston: Allyn & Bacon, 1967).
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188
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189
Frederick E. Webster Jr. and Yoram Wind, Organizational Buying Behavior (Upper Saddle River, NJ: Prentice Hall, 1972), p. 6.
190
Frederick E. Webster Jr. and Yoram Wind, Organizational Buying Behavior (Upper Saddle River, NJ: Prentice Hall, 1972), p. 78—80.
191
Frederick E. Webster Jr., and Yoram Wind, «A General Model for Understanding Organizational Buying Behavior», Journal of Marketing 36 (April 1972): 12—19; Frederick E. Webster Jr. and Yoram Wind, Organizational Buying Behavior .
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194
Frederick E. Webster Jr., and Yoram Wind, Organizational Buying Behavior (Upper Saddle River, NJ: Prentice Hall, 1972), p. 6.
195
Nirmalya Kumar, Marketing as Strategy: Understanding the CEO’s Agenda for Driving Growth and Innovation (Boston: Harvard Business School Press, 2004).
196
Nirmalya Kumar, Marketing as Strategy: Understanding the CEO’s Agenda for Driving Growth and Innovation (Boston: Harvard Business School Press, 2004).
197
Patrick Robinson, Charles W. Faris, and Yoram Wind, Industrial Buying and Creative Marketing (Boston: Allyn & Bacon, 1967).
198
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