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Breaking the Cycle of Failure in Services
Leonard A. Schlesinger and James L. Heskett
Spring 1991, Sloan Management Review
Building Brands Without Mass Media
Erich Joachimsthaler and David A. Aaker
January-February 1997, Harvard Business Review
Co-opting Customer Competence
C.K. Prahalad and Venkatram Ramaswamy
January-February 2000, Harvard Business Review
Hillary's Turn: Inside Her Improbable, Victorious Senate Campaign
Michael Tomasky
2001, New York: The Free Press, A Division of Simon & Schuster
Welcome to the Experience Economy
B. Joseph Pine II and James H. Gilmore
July-August 1998, Harvard Business Review
Why Satisfied Customers Defect
Thomas O. Jones and W. Earl Sasser, Jr.
November-December 1995, Harvard Business Review
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