Marketing Strategy and Competitive Positioning pdf ebook

370 American Marketing Association (AMA): (Figure 
13.6) Parasuraman, A., Zeithaml, V.A. and Berry, L.L. 
(1985), ‘A conceptual model of service quality and the 
implications for further research’, Journal of Market-
ing, Fall, 41–50; 373 The Financial Times Limited: 
Edmunds, M. (2000) Your wish is on my database, 
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Times Limited 2019. All Rights Reserved; 374 Elsevier: 
Knox, S., Maklan, S., Payne, A., Peppard, J. and Ryals, 
L. (2003), Customer Relationship Management: Per-
spectives from the Marketplace, Oxford: Butterworth-
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PUBLISHER’S ACKNOWLEDGEMENTS

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Parasuraman, A. (1991), Marketing Services: Compet-
ing Through Quality, New York: The Free Press; 379 
American Marketing Association (AMA): (Figure 
13.11) Parasuraman, A., Zeithaml, V.A. and Berry, 
L.L. (1985), ‘A conceptual model of service quality and 
the implications for further research’, Journal of Mar-
keting, Fall, 41–50; 381-383 The Financial Times Lim-
ited: Allen, K. (2014) Property portals hand control to 
homeowners, Financial Times, 22 August. © The 
Financial Times Limited 2019. All Rights Reserved; 
387 Harvard Business Publishing: Thomas Stewart, 
writing in the Harvard Business Review in 2006; 
387-388 The Financial Times Limited: Kuchler, H. 
(2017) Hacker-for-hire company Synack raises $21m, 
Financial Times, April 2011. © The Financial Times 
Limited 2019. All Rights Reserved; 389 The Financial 
Times Limited: Ward, A. and Waldmeir, P. (2014) Big 
Pharma fights back from China scandal, Financial 
Times, April 3, p. 21. © The Financial Times Limited 
2019. All Rights Reserved; 389 The Financial Times 
Limited: Andrew, J. and Waldmeir, P. (2013) Bribery 
fears infect drug dealings in China, Financial Times, 
September 24, 19. © The Financial Times Limited 
2019. All Rights Reserved; 391 Harvard Business Pub-