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[170] Òàì æå, p. 91.

[171] Spector and McCarthy, The Nordstrom Way to Customer Service Excellence , p. 115.

[172] Òàì æå, p. 122.

[173] Singapore Changi Airport, http://www.singaporemirror.com.sg/ab_ infr_airport.htm (accessed March 3, 2005).

[174] Unisys, «Singapore’s Changi International Airport Services (CIAS) ‘Checking In’ with New Unisys Solution to Expedite Passenger Processing», http://www.unisys.com.hk (accessed April 21, 2005).

[175] United Kingdom Passport Service, «UK Passport Service: Improvig Passport Security and Tackling ID Fraud», Press Release March 24, 2005, http://www.ukpa.gov.uk/textonly/english/t_press_240305.asp (accessed April 25, 2005).

[176] Òàì æå.

[177] Tony Kontzer, «Government Agencies Look to CRM Software», Information Week , December 6, 2004, http://www.informationweek.com/showArticle.jhtml?articleID=54800256 (accessed April 7, 2005).

[178] «Feeds pump up the CRM», MM, March/April 2002, p. 5.

[179] Joseph Sensenbrenner, «Quality Comes to City Hall», Harvard Business Review , March – April 1991, p. 68.

[180] Òàì æå.

[181] Institute for Citizen-Centered Service, «Benchmarking: Benefits and Lessons Learned», http://www.ices-isac.org/eng/bench-ben.htm (accessed April 25, 2005).

[182] The American Customer Satisfaction Index, http://www.theacsi.org/overview.htm (accessed April 27, 2005).

[183] Ned Roberto, How to Make Local Governance Work (Asian Institute of Management, 2002).

[184] Ian Sample, «Fat to fit: how Finland did it», The Guardian , Saturday, January 25, 2005, http://www.guardian.co.uk/befit/story/0,15652,1385645,00.html.

[185] Òàì æå.

[186] Òàì æå.

[187] Òàì æå.

[188] Illka Vuori, Becky Lankenau, and Michael Pratt, «Physical Activity Policy and Program Development: The Experience in Finland», Public Health Reports , May – June 2005, Volume 119, pp. 331–345.

[189] Ian Sample, «Fat to fit: how Finland did it», The Guardian , Saturday, January 25, 2005, http://www.guardian.co.uk/befit/story/0,15652,1385645,00.html.

[190] Philip Kotler, Ned Roberto, and Nancy Lee, Social Marketing: Improving the Quality of Life (Thousand Oaks, CA: Sage, 2002), p. 5.

[191] Behavior Risk Factors Surveillance System, http://www.cdc.gov/brfss/.

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