Milwaukee 0757-20 User Manual download pdf (Page 233)

Referenties

223

Hennig-Thurau T., U. Hansen (2000) ‘Relationship Marketing – Some Reflections

on the State-of-the-Art of the Relational Concept, in Relationship Marketing:

Gaining Competitive Advantage through Customer Satisfaction and Customer

Retention, eds. T. Hennig-Thurau, U. Hansen, Springer, Berlin, pp. 3-27.

Herzberg F., B. Mausner, B. B. Snyderman (1959) The Motivation to Work (2e ed.)

John Wiley & Sons, New York.

Herzberg F. (1972) Work and the Nature of Man, Staples Press, London.

Heskett J.L., T.O. Jones, G.W. Loveman, W.E. Sasser jr., L.A. Schlesinger (1994)

‘Putting the Service Profit Chain to Work’, in Harvard Business Review, Vol. 72 (2),

pp. 164-174.

Heskett J.L., W.E. Sasser jr., L.A. Schlesinger (1997) The Service Profit Chain,

Free Press, New York.

Hirschman E.C, M.B. Holbrook (1982) ‘Hedonic Consumption: Emerging Concepts,

Methods and Propositions’, in Journal of Marketing, Vol. 46 (2), pp. 92-101.

Hoelter J.W. (1983) ‘The Analysis of Covariance Structures: Goodness-of-fit

Indices’, in Sociological Methods and Research, Vol. 11, pp. 325-344.

Holbrook M.B. (1994) ‘The Nature of Customer Value: An Axiology of Service in

the Consumption Experience’, in Service Quality: New Directions in Theory and

Practice, eds. R.T. Rust, R.L. Oliver, Sage Publications, London, pp. 21-71.

Hooley G.J., J.A. Saunders, N.F. Piercy (1998) Marketing Strategy & Competitive

Positioning, Prentice Hall Europe, London.

Hummel R. (2001) Marketing: Bittere Noodzaak of Overbodige Luxe, Samson,

Alphen aan de Rijn.

Iacobucci D., K.A. Grayson, A.L. Ostrom (1994) ‘The Calculus of Service Quality

and Customer Satisfaction’, in Advances in Services Marketing and Management:

Research and Practice, Eds. T.A. Swartz, D.E. Bowen, S.W. Brown, JAI Press,

Greenwich, Vol. 3, pp. 1-68.

INK (2001), Leren Excelleren, INK, Zaltbommel.

ISO (2002) Generic Management System Standards, Internet: http://www.iso.ch

/iso/en/iso9000-14000/tour/generic.html, 22-01-2002.

Jaworski B.J., A.K. Kohli (1996) ‘Market Orientation: Review, Refinement, and

Roadmap’, in Journal of Market Focused Management, Vol. 1 (2), pp. 119-135.

1 2 ... 228 229 230 231 232 233 234 235 236 237 238 ... 293 294

No comments

Milwaukee 0757-20 User Manual Page 233