Tinson, J., Customer Service Interface: Implications for Maternity Service Provision,
Conference Paper, Academy of Marketing, Sheffield, 1998.
Vandermerwe, S. and L’Huillier, M., Euro-consumers in 1992, Business Horizons,
January–February, 1989, 34–40.
Webster, F. E. and Wind, Y., A general model of organizational buying behaviour,
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Association.
■ Further reading
Hooley, H. J., Saunders, J. A. and Piercy, N. R., Marketing Strategy and Competitive
Positioning, 2nd edn, Chapters 9 and 10, Prentice Hall, Hemel Hempstead, 1998.
McDonald, M., Marketing Plans. How to Prepare Them: How to Use Them, 4th edn,
Chapter 4, Butterworth-Heinemann, Oxford, 1999.
Rice, C., Consumer Behaviour: Behavioural Aspects of Marketing, Butterworth-
Heinemann, Oxford, 1993.
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