Нэнси Ли - Маркетинг для государственных и общественных организаций

«The New D.A. R. E. Program», http://www.dare.com/home/newdareprogram.asp (accessed September 30, 2005).

Charlie Parsons, President and Chief Executive Director of D.A.R.E., «The New D.A. R. E. Program», http://www.dare.com/home/newdareprogram.asp (accessed September 30, 2005).

«The New D.A. R. E. Program», http://www.dare.com/home/newdareprogram.asp (accessed September 30, 2005).

Ries and Trout, Positioning: The Battle for Your Mind , pp. 143–147.

Из материалов интервью, взятого автором в ноябре 2005 г. по e-mail у маркетингового директора программы Organ Donation Breakthrough Collaborative.

PSI Profile, Social Marketing and Communications for Health, December 2004, The Ultimate Stamps of Approval: «Postal Campaigns Deliver AIDS Information Beyond Mass Media», www.psi.org.

John Henshaw, «Safety and Health add value to your Business, Workplace and Life», April 21, 2004, 8th Biennal Governor’s Pacific Rim Safety and Health Conference, http://www.osha.gov/pls/oshaweb/owadisp.show_document?p_table=SPEECHES&p_id=755.

Ready.gov – с сайта U. S. Department of Homeland Security, http://www.ready.gov/index.html (accessed October 5, 2005).

Al Ries and Jack Trout, Positioning: The Battle for Your Mind (New York: Warner Books, 1986) pp. 11–13.

«Law, Regulation & Economy», Marketing News , February 15, 2006, p. 4.

Herbert C. Kelman and Carl I. Hovland, «Reinstatement of the Communication in Delayed Measurement of Opinion Change», Journal of Abnormal and Social Psychology 48 (1953): pp. 327–355.

Philip Kotler and Kevin L. Keller, Marketing Management , 12th ed. (Upper Saddle River, NJ: Prentice Hall, 2005), p. 546.

Chisaki Watanabe, «Japanese shedding ties to ease warming», Associated Press, The Seattle Times, Business Section, June 2, 2005.

Randy Dotinga, «Military channel reports for duty», Christian Science Monitor , http://www.csmonitor.com/2005/0425/p11s01-usmi.htm (accessed October 27, 2005).

Kotler and Keller, Marketing Management , p. 536.

Веб-сайт Корпуса мира, Media Section, http://www.peacecorps/gov/index.cfm?shell=resources.media.psa (accessed October, 31, 2005).

См. Neil Neroutsos, «Snohomish PUD Tackles Enron: Northwest Utility Uncovers Evidence Showing Widespread Corruption», Northwest Public Power Association Bulletin , July 2004, pp. 25–27.

«Best Practices in Community Policing» с Уэсли Скоганом, профессором политологии в Институте политических исследований при Северо-Западном университете PBS, August 17, 2004.

Hanley and Wood, Public Works , June 2005, 136 (7), www.pwmag.com, pp. 28–31.

Tennesee Valley Authority, «Put Green Power to Work», http://www.tva.gov/greenpowerswitch/gree_comm.htm.

«Dagen H», Wikipedia, the free encyclopedia, http://en.wikipedia.org/wiki/Dagen_H (accessed October 3, 2005).

Kotler and Keller, Marketing Management , p. 548.

OnPoint Marketing and Promotions, «Buzz Marketing», http://www.onpoint=marketinf.com/buzz-marketing.htm (accessed November 1, 2005).

John Tierney, «Magic Market Strategy», September 6, 2005, nytimes.com/travel.

Alan Andreasen and Philip Kotler, Strategic Marketing for Nonprofit Organizations , 6th ed. (Upper Saddle River, NJ: Prentice Hall, 2002), p. 490.

Там же.

Там же.

Philip Kotler, Ned Roberto, and Nancy Lee, Social Marketing Improving the Quality of Life (Thousand Oaks, CA: Sage, 2002), p. 307.

Там же.

Philip Kotler and Gary Armstrong, Principles of Marketing , 9th ed. (Upper Saddle River, NJ: Prentice Hall, 2001), pp. 515–518.

Фрисби – игрушка «летающая тарелка». – Примеч. ред .

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.

Там же.

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.

U. S. Census Bureau, Strategic Plan 2004–2008, http://www.census.gov/main/www/aboutus.html (accessed April 21, 2005).

U. S. Census Bureau, Census 2000 Mail Return Rates, January 30, 2003, Final Report.p.v.

Philip Kotler and Kevin L. Keller, Marketing Management , 12th ed. (Upper Saddle River, NJ: Prentice Hall, 2005), p. 140.

Robert Spector and Patrick McCarthy, The Nordstrom Way to Customer Service Excellence (Hoboken, NJ: John Wiley & Sons, 2005), p. xiii.

Там же, p. 91.

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

Там же, p. 122.

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

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).

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).

Там же.

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).

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

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

Там же.