ShapiroBenson P.BonomaThomas V., “How to Segment Industrial Markets,”Harvard Business Review, 62/3 (May/June 1984): 104–110.
4.
AndersonJames C.JainDipak C.ChintaguntaPradeep K., “Customer Value Assessment in Business Markets: A State-of-Practice Study,”Journal of Business-to-Business Marketing, 1/1 (forthcoming, January 1992).
5.
Gross, op. cit.
6.
Jackson, op. cit.
7.
von HippelEric, “Lead Users: A Source of Novel Product Concepts,”Management Science, 32/7 (July 1986): 791–805.
8.
LevittTheodore, “Marketing Success through Differentiation—of Anything,”Harvard Business Review, 58/1 (January/February 1980): 83–91.
9.
TuckerFrances GaitherZivanSeymour M.CampRobert C., “How to Measure Yourself Against the Best,”Harvard Business Review, 65/1 (January/February 1987): 8–10.
10.
PetersTomAustinNancy, A Passion for Excellence (New York, NY: Warner Books, 1985), pp. 17–20.
11.
Ibid.
12.
KotlerPhilip, “From Sales Obsession to Marketing Effectiveness,”Harvard Business Review, 55/6 (November/December 1977): 67–75.
13.
WilsonLynnWeissAllenJohnGeorge, “Unbundling of Industrial Systems,”Journal of Marketing Research, 27/2 (May 1990): 123–138.
14.
LevittTheodore, “After the Sale is Over …,”Harvard Business Review, 61/5 (September/October 1983): 87–93.
15.
ReichheldFrederick F.SasserW. EarlJr., “Zero Defections: Quality Comes to Services,”Harvard Business Review, 68/5 (September/October 1990): 105–111.
