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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 “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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