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[149] «Best Practices in Community Policing» с Уэсли Скоганом, профессором политологии в Институте политических исследований при Северо-Западном университете PBS, August 17, 2004. [150] Hanley and Wood, Public Works , June 2005, 136 (7), www.pwmag.com, pp. 28–31. [151] Tennesee Valley Authority, «Put Green Power to Work», http://www.tva.gov/greenpowerswitch/gree_comm.htm. [152] «Dagen H», Wikipedia, the free encyclopedia, http://en.wikipedia.org/wiki/Dagen_H (accessed October 3, 2005). [153] Kotler and Keller, Marketing Management , p. 548. [154] OnPoint Marketing and Promotions, «Buzz Marketing», http://www.onpoint=marketinf.com/buzz-marketing.htm (accessed November 1, 2005). [155] John Tierney, «Magic Market Strategy», September 6, 2005, nytimes.com/travel. [156] Alan Andreasen and Philip Kotler, Strategic Marketing for Nonprofit Organizations , 6th ed. (Upper Saddle River, NJ: Prentice Hall, 2002), p. 490. [157] Там же. [158] Там же. [159] Philip Kotler, Ned Roberto, and Nancy Lee, Social Marketing Improving the Quality of Life (Thousand Oaks, CA: Sage, 2002), p. 307. [160] Там же. [161] Philip Kotler and Gary Armstrong, Principles of Marketing , 9th ed. (Upper Saddle River, NJ: Prentice Hall, 2001), pp. 515–518. [162] Фрисби – игрушка «летающая тарелка». – Примеч. ред . [163] Alan Brunacini, Fire Chief, City of Phoenix, Fire Department, «Essentials of Fire Department Customer Service», 1966. Copyright by Alan Brunacini. Выдержки из этой книги и из интервью, данных 10 и 11 апреля 2005 г. [164] Там же. [165] Ann Laurent, Associate Editor, Government Executive Magazine , «The Big Picture on Customer Feedback», EPA Customer Service Conference, November 30 – December 1, 1999, http://www.epa.gov/customerservice/conferences/proceedings/proceedingsfeedback. htm. [166] U. S. Census Bureau, Strategic Plan 2004–2008, http://www.census.gov/main/www/aboutus.html (accessed April 21, 2005). [167] U. S. Census Bureau, Census 2000 Mail Return Rates, January 30, 2003, Final Report.p.v. [168] Philip Kotler and Kevin L. Keller, Marketing Management , 12th ed. (Upper Saddle River, NJ: Prentice Hall, 2005), p. 140. [169] Robert Spector and Patrick McCarthy, The Nordstrom Way to Customer Service Excellence (Hoboken, NJ: John Wiley & Sons, 2005), p. xiii. — 233 —
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