PetersThomasWatermanRobert, In Search of Excellence: Lessons from America's Best Run Companies (New York, NY: Harper & Row, 1982): 156–199.
2.
BikhchandaniSushilHirshleiferDavidWelchIvo, “A Theory of Fads, Fashion, Custom, and Cultural Change as Informational Cascades,”Journal of Political Economy, 100/5 (1992): 992–1026.
von SonkeAlbersEggertKarin, “Kundennahe: Strategie oder Schlagwort?”Marketing: Zeitschrift fur Forschung und Praxis, 10/1 (1988): 5–17; ZibrunMike, “The Evolution of the Customer-Driven Operation,”Telemarketing, 9/11 (1991): 76–79.
9.
E.g., AtkinsChristopher, “Becoming a Customer-Driven Utility,”Public Utilities Fortnightly, July 1, 1992, pp. 17–20.
10.
E.g., BrownTom, “Customer-Inclined or Customer-Driven?”Industry Week, September 21, 1992, p. 15; BandWilliam, “Transform Your Company into a Customer-Driven Enterprise,”Sales and Marketing Management in Canada, 31/11 (1990): 12–13; WhiteleyRichard, “Creating a Customer Focus,”Executive Excellence, 7/9 (1990): 9–10.
11.
E.g., ShettyY.K., “Guidelines for Managing in Service Businesses,”Management Solutions, 32/2 (1987): 38–47.
12.
GilmoreHarold, “Continuous Incremental Improvement: An Operations Strategy for Higher Quality, Lower Costs, and Global Competitiveness,”SAM Advanced Management Journal, 55/1 (1990): 21–5; AtkinsChristopher, “How to Communicate a Culture Change,”Public Utilities Fortnightly, 127/9 (1991): 18–21.
13.
ZelinskiBrad, “Customer-Driven Safety and Health Management,”Professional Safety, 36/2 (1991): 22–4; FeldmanStuart, “Keeping the Customer Satisfied—Inside and Out,”Management Review, 80/11 (1991): 58–60.
14.
See CravensDavid, “The Marketing of Quality,”Incentive, 162/11 (1988): 26–34.
15.
E.g., SarazenStephen, “Voice of the Customer: The Competitive Imperative of the '90s,”Manage, 42/1 (1990): 28–36.
16.
E.g., Cravens, op. cit.
17.
E.g., HauserJohnKleinRobert, “Without Good Research, Quality is Shot in Dark,”Marketing News, January 4, 1988, pp. 1–2, 43.
18.
E.g., GarvinDavid, “Quality on the Line,”Harvard Business Review, 61/5 (1983): 65–75.
19.
StiansenSarah, “The Bandwagon to Bankruptcy,”Success, 37/1 (1990): 40–6.
20.
E.g., SloneReuben, “Shortening Product Lead Time,”Computer-Aided Engineering, 10/3 (1991): 73–4.
21.
E.g., HedvallMaj-BrittPaltschikMikael, “Developing Pharmacy Services: A Customer-Driven Interaction and Counseling Approach,”Services Industries Journal, 11/1 (1991): 36–46.
22.
BennettDavid, “Market-Driven Strategies and the Design of Flexible Production Systems: Evidence from the Electronics Industry,”International Journal of Operations and Production Management, 12/2 (1992): 25–37.
23.
See SparksRichardDorrisJames, “Organizational Transformation,”SAM Advanced Management Journal, 55/3 (1990): 13–18.
24.
CopulskyWilliam, “Balancing the Needs of Customers and Shareholders,”Business Strategy, 12/6 (1991): 44–7.
25.
HowellsJeremy, “The Internationalization of R&D and the Development of Global Research Networks,”Regional Studies, 24/6 (1990): 495–512; de MeyerArnoud, “Tech Talk: How Managers are Stimulating Global R&D Communication,”Sloan Management Review, 32/3 (1991): 49–58.
26.
DodgsonMark, Technological Collaboration in Industry (London: Routledge, 1993).
27.
SimonsonItamar, “Get Closer to Your Customers by Understanding How They Make Choices,”California Management Review, 35/4 (1993): 68–84.
TibbertB.A., “Knowing Your Market,”Management Decision, 27/5 (1989): 35–40.
30.
CravensDavidShippShannon, “Market-Driven Strategies for Competitive Advantage,”Business Horizons, 34/1 (1991): 53–61.
31.
“The Most Fascinating Ideas for 1991,”Fortune, January 14, 1991, pp. 20–39 (22).
32.
HigginsKevin, “Category Management: New Tool Changing Life for Manufacturers, Retailers,”Marketing News, September 25, 1989, pp. 2, 19.
33.
“Lighting the Way,”Economist, October 6, 1990, p. 77.
34.
CravensShipp, op. cit.
35.
KrantzK. Theodor, “How Velcro Got Hooked on Quality,”Harvard Business Review, 67/5 (1989): 34–40. See also TakeuchiHirotakaQuelchJohn, “Quality is More than Making a Good Product,”Harvard Business Review, 61/4 (1983): 139–45; FlynnBarbara, “Managing for Quality in the US and in Japan”, Interfaces, 22/5 (1992): 69–80.
36.
WindJerryWestAlfred, “Reinventing the Corporation,”Chief Executive, 71 (October 1991): 72–5.
37.
JacksonBarbara Bund, “Building Customer Relationships that Last,”Harvard Business Review, 63/6 (1985): 120–8.
38.
See SullivanKevinBobbeRichardStrasmoreMartin, “Transforming the Salesforce in a Maturing Industry,”Management Review, 77/6 (1988): 46–9.
39.
DeschampsJean Philippe, “Creating the Products the Market Wants,”Marketing and Research Today, 17/1 (1989): 4–16.
40.
CoombsRodRichardsAlbert, “Strategic Control of Technology in Diversified Companies with De-Centralized R&D,” working paper, University of Manchester Institute of Science and Technology (1993).
41.
Krantz, op. cit.
42.
JohneAxelRowntreeStephen, “High Technology Product Development in Small Firms: A Challenge for Marketing Specialists,”Technovation, 11/4 (1991): 247–59.
43.
NaumannShannon, op. cit.; DonathBob, “The Customer as Consultant,”Sales and Marketing Management (September 1992), pp. 84–90.
44.
BandWilliam, “The Three Is of Customer Satisfaction Need Your Vision,”Marketing News, October 23, 1989, p. 17.
45.
PetersTom, “Tomorrow's Companies: New Products, New Markets, New Competition, New Thinking,”Economist, March 4, 1989, pp. 27–30.
46.
von HippelEric, The Sources of Innovation (New York, NY: Oxford University Press, 1988).
47.
MacdonaldStuart, “Information Networks and the Exchange of Information,” in AntonelliCristiano, ed., The Economics of Information Networks (Amsterdam: North Holland, 1992), pp. 51–69; “Why Networks May Fail,”Economist, October 10, 1992, p. 93.
48.
ConwayH. AllanMcGuinessNorman, “Idea Generation in Technology-Based Firms,”Journal of Product Innovation Management, 3/4 (1986): 276–91; PaulRonald, “Improving the New Product Development Process—Making Technology Push Work,”Journal of Business and Industrial Marketing, 2/4 (1987): 59–61.
49.
DicksonMartin, “Settling Down to Small Talk,”Financial Times, March 24, 1993, p. 18.
50.
See WhittingtonRichardWhippRichard, “Professional Ideology and Marketing Implementation,”European Journal of Marketing, 26/1 (1992): 52–63.