Perreault−McCarthy: Basic
Marketing: A
Global−Managerial
Approach, 14/eBack Matter Notes © The McGraw−Hill
Companies, 2002808 Notes
p. B1ff.; “Young Managers Learn Global Skills,” The Wall Street Journal,
March 31, 1992, p. B1; “As Costs of Overseas Assignments Climb, Firms
Select Expatriates More Carefully,” The Wall Street Journal,January 9,
1992, p. B1ff.; Regina F. Maruca, “The Right Way to Go Global: An
Interview With Whirlpool CEO David Whitwam,” Harvard Business
Review, March 1994–April 1994, pp. 134–45; Tevfik Dalgic, “Multina-
tional Companies in United States International Trade: A Statistical and
Analytical Sourcebook,” Journal of the Academy of Marketing Science, Spring
1997, pp. 172–73; Keith Cerny, “Making Local Knowledge Global,” Har-
vard Business Review, May–June 1996, pp. 22–26; Chi-fai Chan and Neil
B. Holbert, “Whose Empire Is This, Anyway? Reflections on the Empire
State of Multi-National Corporations,” Business Horizons,July–August
1994, pp. 51–54; Syed H. Akhter and Yusuf A. Choudhry, “Forced With-
drawal from a Country Market: Managing Political Risk,” Business
Horizons,May–June 1993, pp. 47–54; M. Krishna Erramilli and C.P. Rao,
“Service Firms’ International Entry-Mode Choice: A Modified Transac-
tion-Cost Analysis Approach,” Journal of Marketing,July 1993, pp. 19–38.
Chapter 22
1.Suk-ching Ho, “The Emergence of Consumer Power in China,”
Business Horizons, September–October 1997, pp. 15–21; Matthew B. Myers,
“New and Improved: The Story of Mass Marketing in America,” Journal
of the Academy of Marketing Science, Summer 1997, pp. 258–59; “Cranky
Consumers Devise Web Sites to Air Complaints,” The Wall Street Jour-
nal,December 26, 1997, p. B1ff.; Terry Clark, “Moving Mountains to
Market: Reflections on Restructuring the Russian Economy,” Business
Horizons,March–April 1994, pp. 16–21. See also “From Sour Grapes to
Online Whine,” USA Today, April 7, 2000, p. 1Bff.; “Service with a
What?” Business Week,September 8, 1997, pp. 130F–H; “Oh, What a
Feeling,” Newsweek,July 28, 1997, p. 51; “Attention, Wal-Mart Shop-
pers: You Want Fries with That?” The Wall Street Journal,July 25, 1997,
p. B6; “Buyers Get No Satisfaction,” USA Today,July 22, 1997, p. 1Bff.;
“Little Is Common beyond Gender?” Insight,December 10, 1990, pp. 48–49.
2.“British Supermarket Giant Cooks Up Plans to Go Global,” The
Wall Street Journal,July 5, 2001, p. A9; “Levi’s Doesn’t Fancy Selling with
Cukes,” The Wall Street Journal,April 10, 2001, p. B10; “British Grocer
Tesco Thrives Filling Web Orders from Its Stores’ Aisles,” The Wall Street
Journal,October 16, 2000, p. B1ff.; “Tesco: A Fresh Approach to Online
Groceries,” Business Week E.Biz, September 18, 2000, p. EB79; “A
British E-Grocer Takes on Amazon,” Fortune, June 12, 2000, pp. 246–55.
3.For more on Webvan, see “After Stock Giveaway, Webvan Execu-
tive Sees Diamonds Turn to Glass,” The Wall Street Journal,July 16,
2001, p. B1ff.; “Traditional Grocers Feel Vindicated by Webvan’s Fail-
ure,” The Wall Street Journal,July 11, 2001, p. B4; “On-Line Grocers Still
Chewing on Concept of Off-Line Alliances,” DSN Retailing Today, April
2, 2001, p. 10ff.; “Cash Rich? So?” Business Week E.Biz, March 19, 2001,
pp. EB52–EB56; “Webvan Gets Food for Thought,” Investor’s Business
Daily, February 15, 2001, p. A5; “Will Webvan Ever Find a Better Way
to Bring Home the Bacon?” The Wall Street Journal,October 2, 2000, p.
B1ff.; “Webvan Group: The 21stCentury Milkman,” Business Week
E.Biz, September 18, 2000, p. EB82; “Profit Delivery Stalled, Webvan
Hits New Roads,” The Wall Street Journal,July 31, 2000, p. B1ff.; “Web-
van Goes Shopping, Adds Homegrocer to Cart,” DSN Retailing Today,
July 10, 2000, p. 2ff.; “Webvan Lugs a Big Dream,” USA Today, June 27,
2000, p. 1Bff.; “The Jury’s Still Out on Online Groceries,” Investor’s Busi-
ness Daily, June 16, 2000, p. A10; “Webvan Finding Market, But Can
Grocer Produce?” Investor’s Business Daily, May 4, 2000, p. A6; “Webvan
Campaign Plays Upon Anti-Grocery Store Sentiment,” Advertising Age,
April 17, 2000, p. 58; “The Milkman Returns—with Much More,” The
Wall Street Journal,December 15, 1999, p. B1ff.; “How Webvan Con-
quers E-Commerce’s Last Mile,” The Wall Street Journal,December 15,
1999, p. B1ff.; “Can You Sell Groceries Like Books?” Business Week
E.Biz, July 26, 1999, pp. EB44–EB50; “Grocery Chore No More,” USA
Today, July 21, 1999, p. 1Bff.; “A Hard Sell Online? Guess Again,” Busi-
ness Week,July 12, 1999, pp. 142–43; “On-Line Grocery Shopping Heats
Up Despite Concern over Big Issues,” Discount Store News, July 12, 1999,
p. 18ff.; “Co-Founder of Borders to Launch Online Megagrocer,” The Wall
Street Journal,April 22, 1999, p. B1ff. See also “Information Gridlock:
Fate, Fortune Ride on Flow of Critical Data,” USA Today,July 2, 1996,
p. 1Bff.; Michael B. Mazis, “Marketing and Public Policy: Prospects for
the Future,” Journal of Public Policy & Marketing, Spring 1997, pp. 139–43;
Cornelia Droge et al., “The Consumption Culture and Its Critiques: A
Framework for Analysis,” Journal of Macromarketing,Fall 1993, pp. 32–45.
4.The American Customer Satisfaction Index, 2000; “Now Are You
Satisfied? The 1998 American Customer Satisfaction Index,” Fortune,
February 16, 1998, pp. 161–68; Claes Fornell, Michael D. Johnson,
Eugene W. Anderson, Jaesung Cha, and Barbara E. Bryant, “The Ameri-
can Customer Satisfaction Index: Nature, Purpose, and Findings,” Journal
of Marketing, October 1996, pp. 7–18; Eugene W. Anderson, Claes For-
nell, and Donald R. Lehmann, “Customer Satisfaction, Market Share,
and Profitability: Findings From Sweden,” Journal of Marketing, July 1994,
pp. 53–66; John F. Gaski and Michael J. Etzel, “The Index of Consumer
Sentiment Toward Marketing,” Journal of Marketing,July 1986, pp.
71–81; “The Limits of Customer Satisfaction,” Brandweek,March 3,
1997, p. 17; Hiram C. Barksdale et al., “A Cross-National Survey of
Consumer Attitudes Toward Marketing Practices, Consumerism, and
Government Regulations,” Columbia Journal of World Business,Summer
1982, pp. 71–86; Hiram C. Barksdale and William D. Perreault, Jr., “Can
Consumers Be Satisfied?” MSU Business Topics,Spring 1980, pp. 19–30.
5.“McDonald’s Finds Angry Customers on Its Menu,” The Wall Street
Journal,July 16, 2001, p. A14.
6.Michael Brady, “Improving Your Measurement of Customer Satis-
faction: A Guide to Creating, Conducting, Analyzing, and Reporting
Customer Satisfaction Measurement Programs,” Journal of the Academy of
Marketing Science, Spring 2000, p. 315; David M. Szymanski, “Customer
Satisfaction: A Meta-Analysis of the Empirical Evidence,” Journal of the
Academy of Marketing Science,Winter 2001, pp. 16–36; Janelle Barlow
and Claus Moller, A Complaint Is a Gift: Using Customer Feedback as a
Strategic Tool(2000); “A Satisfied Customer Isn’t Enough,” Fortune,July
21, 1997, pp. 112–13; Theodore P. Stank, Patricia J. Daugherty, and
Alexander E. Ellinger, “Voice of the Customer: The Impact on Customer
Satisfaction,” International Journal of Purchasing & Materials Management,
Fall 1997, pp. 2–9; Jeffrey G. Blodgett, Donna J. Hill, and Stephen S.
Tax, “The Effects of Distributive, Procedural, and Interactional Justice
on Postcomplaint Behavior,” Journal of Retailing, Summer 1997, pp.
185–210; Thorsten Hennig-Thurau and Alexander Klee, “The Impact of
Customer Satisfaction and Relationship Quality on Customer Retention:
A Critical Reassessment and Model Development,” Psychology & Mar-
keting, December 1997, pp. 737–64; Scott W. Hansen, Thomas L.
Powers, and John E. Swan, “Modeling Industrial Buyer Complaints:
Implications for Satisfying and Saving Customers,” Journal of Marketing
Theory & Practice, Fall 1997, pp. 12–22; Paul G. Patterson, Lester W.
Johnson, and Richard A. Spreng, “Modeling the Determinants of Cus-
tomer Satisfaction for Business-to-Business Professional Services,” Journal
of the Academy of Marketing Science, Winter 1997, pp. 4–17; Stanley F.
Slater, Eric M. Olson, and Venkateshwar K. Reddy, “Strategy-Based Per-
formance Measurement,” Business Horizons, July–August 1997, pp.
37–44; Stephen S. Tax, Stephen W. Brown, and Murali Chan-
drashekaran, “Customer Evaluations of Service Complaint Experiences:
Implications for Relationship Marketing,” Journal of Marketing, April
1998, pp. 60–76; Sunder Narayanan, “Customer Satisfaction Measure-
ment and Management,” Journal of the Academy of Marketing Science,
Summer 1996, pp. 276–77; Mary C. Gilly, William B. Stevenson, and
Laura J. Yale, “Dynamics of Complaint Management in the Service
Organization,” The Journal of Consumer Affairs,Winter 1991, pp.
295–322; F. Gouillart and F. Sturdivant, “Spend a Day in the Life of Your
Customers,” Harvard Business Review,January–February 1994, pp.
116–27; Erdener Kaynak, Orsay Kucukemiroglu, and Yavuz Odabasi,
“Consumer Complaint Handling in an Advanced Developing Economy:
An Empirical Investigation,” Journal of Business Ethics,November 1992,
pp. 813–30; Jagdip Singh, “Industry Characteristics and Consumer Dis-
satisfaction,” The Journal of Consumer Affairs,Summer 1991, pp. 19–56;
A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, “SERVQUAL: