Глава 6

1. Личное общение с д-ром А Парасураманом, май 2001.

2. Kate Murphy, “A Better Mousetrap? For This Immigrant, It’s a Plastic Bag”, New York Times, May 20, 2001, sec. 3, 7.

3. Martyn Williams, “Sony: New Hue on PlayStation 2”, CNN.rom, October 14, 2001,

www. cnn. com/2001/tech/fun. games/10/14/ps2 . colors . idg Chris Morris,

“GameCubc to Sell for $199”, CNN fn.corn, May 21, 2001,

cnnfn. cnn. com/2001/05/21/companies/gamecube “Nintendo GnmeCubc

Makes European Debut”. Animation World Network, January 9. 2002,

news.awn.com/index.php3?l type =top&newsitcm_no= 6261.

4. Keith Regan, “BabiesRUs.com to Get Amazon Treatment”, E-Cominercc Tunes, Mav 22.

2001,www.ecommercetimes.corn/per I/story/9918.html

5. “Take Your Office Anywhere”, Smart Business, May 2001, p. 84-85.

6. Lauren R. 1 lartman, “Ore-Idea’s New Recipe tor Bagmaking”, Packaging Digest,

January 2001,]). 38-.

7. Mike Wendland, “Hogan’s Mission: the Wel)ification of General Motors”, Detroit Free

Press, March 7, 2001, www. auto . corn/ indus try /mwend7_2 001030 7 . htm

8. Larry Scben, “Schwah Tackles Online Trading’s ‘Weakest Link’”, CRM Daily.corn. May

22, 2001, www. crmdaily. corn/per 1/story/992 9 .html

9. Keith Naughton, “Fixing Cadillac”, Newsn-eek, May 28. 2001, p. 36-37; “GM to Offer

XM Radio in 23 Vehicle Models”, Reuters, January 14, 2002,

news.com.com/2110-1033-813751.html

10. “Oreo’s Chocolate Cousin”, cnnfn.com/2001/05/lO/news/oreq Randy Kennedy, “In Canada, a Clothing Company Tries on an Airline”, New York Times, March 18, 2001, sec. 9.6; Joe Ashbrook Nickell, “Radar: The Dot-Corn Class of 2000 Grows Up”, Smart. Business, May 2001, p. 32-34.

11. “General Motors to Bring Oldsmobile Brand to an End”, Knight-Ridder/T^nbune Business News, December 12, 2000, www. chicagotribune . corn Rick Popely, “GM Claims Olds Owners Have Little to Worry About Except Resale Value”, Knight-Ridder/Trihune Business News, January 21, 2001, www. chicagotribune . corn

12. Brian Garrity, “Grammys OK Downloads”, Billboard, October 13, 2001, www.billboard.com/billboard/sitesandsounds/index.jsp

13. “WebSmart” Michael Dell”, Business Week, May 14, 2001. p. 52; “Bleak Earnings news

Depresses Techs”, Reuters, January 18, 2002,

news.com.com/2100-1017-818387.html

14. “Online Travel Market Continues Surge”, Cybe.railas.com, February 4, 2000,

www.cyberatlas.corn

15. “Supermarket Banking a Hit with Consumers”, Australian Banking ff Finance, August

31, 2000, p. 5; “Kiosk Concept Back on the Shelf”, Sydney Morning Herald, August 2,

2000, www.smh.corn.au/news/0008/02/busines/business2.html

16. Saul Hansell, “Listen Up! It’s Time for a Profit”, New York Times, May 20, 2001, sec. 3,

1,14.

17. Noah P. Barsky and Alexander E. Elhnger, “Unleashing the Value in the Supply Chain”, Strategic Financing, January 2001, p. 33^.

18. Chuck Moozakis, “No-Slack Supply Chain: General Mills Maximizes Truck Loads to

Cut Logistics Spending”, InternetWeck, January 29, 2001. p. 1^.

19. Elizabeth Blakey, “Success Story: JCPenncy.corn”, E-Commerce Times, August 3, 2000.

www.ecommercetimes.corn/peri/story/? id=3 941

20. Peter Meyer, “Is the Price Right?” Across the Board, July 2000, p. 31 +.

21. Keith Reid. “The Science of Pricing”, NPN International, March 2000, p. 33-.

22. Wendv Tailor and Martv Jerome, “Bodv-Bag Capitalism”, Smart lousiness. May 2001

p. 25. ‘

23. Thomas T. Nagle and Reed K. 1 lolden. The Strategy nnd Tactics of Pricing, 2d ed.

(Upper Saddle River, NJ: Prentice Hall, 1995), p. 95 99.

24. Donald V. Potter, “Discovering I lidden Pricing Power”, Business Honzons, November

2000,p.41+.

25. “The Delicate Art of Price Hikes”, Business Week, November 6, 2000, El 2; “VC Watch:

Onset Tech Gets $3.5 Million”, CNETNews.com, December 10, 2001,

news.com.com/2100-1017-276826.html

26. Jamie Smith, “Put Out the Word”, Marketing News, May 7, 2001, p. 6-8.

27. Michellc Jeffers, “Greenbacks for Greenery”, Business 2.0, February 20, 2001, p. 66;

Marian Wood, Prentice Hall’s Guide to E-Businessjor General Business (Upper Saddle

River, NJ: Prentice Hall, 2002), p. 7.

28. Pamela L. Moore, “An Overdose of Drug Advertising?” Business Week, May 22, 2000,

p. 52; Vanessa O’Connell and Rachel Zimmerman, “Drug Pitches Resonate With Edgv

Public”, Wall Street Journal, January 14, 2002, p. B5.

29. Joseph Percira, “The ‘Big’ Idea: Itz-Toys Flipped When 2 Kids Invented a New Game”,

Wall Street Journal, February 12, 2001,^p. Al, A10.

30. Tom Lowry and Ronald Grover, “For the Love of the Game - and Cheap Seats”,

Business Week, May 28, 2001, p. 46-47.

31. William Lee, “Undcrachievers Club: Lowe’s”, Smart Money, November 2000, p. 46.

32. Gary L. Lilien and Arvind Rangaswamy, Marketing Engineering (Reading, MA:

Addison-Wesley, 1998), p. 247.

33. Martha Visser, “Forget the Tu pperware Party”, Fortune Small Business, May 18, 2001,

www.fsb.com/fortunesb/articles/0.2227.1667.00.html

34. Jennifer Gilbert, “Running on Empty”, Ad Age, adage. corn/i 20 /srmain. html.

35. Michelle Jeffers, “Money for Nothing, Hits for Free”, Business 2.0, June 12. 2001, p. 40.

36. Maggie Overfelt, “Service on a Shoestring”, Foitune, June 12, 2000, p. F264T-F264V.

37. Charles Keenan, “Translating Customer Service to the Front Lines”, American Banker,

May7,2001,p.A18+.

38. “Dell’s Support Services Split Into Four Tiers”, Computer Weekly, April 12, 2001, p. 6.

39. Jennifer Gilbert, “A Dotcom That’s (Holy Discredited Business Paradigms!) Doing

Things Right”, Business 2.0, August-September 2001, p. 168-169: Karen Lake, “Battling

the Brick-and-Mortars”, StralegyWeek.com, November 19, 1999,

www.strategyweek.corn

40. James R. Peterson, “A Bank Where the Customer Is Always Right”, ABA Banking

Journal, March 2001. p. S 16+.

41. Susan Greco. “The Best Little Grocery Store in America”. Inc., June 2001, p. 54-61.