Reference health
Customer value: The next source for competitive advantage
1 of 25 checkable references need attention · checked 2026-08-27
At the dated check, the references listed below either did not resolve in Crossref or DataCite, or carried a retraction notice. Each one is shown with the registry record that put it there.
34 without a DOI — not checked. A reference deposited without a DOI is never matched by title or guessed at; it stays outside the checked set, and this line discloses that.
References needing attention
does not resolve to a known work10.2307/1251839
The 24 checked references that resolve
resolves10.1177/0092070394222003
The Dynamics of Long-Term Business-to-Business Exchange Relationships
resolves10.1016/S0019-8501(96)00112-5
Customer value change in industrial marketing relationships: A call for new strategies and research
resolves10.1086/209369
Comparing Consumers' Recall of Prepurchase and Postpurchase Product Evaluation Experiences
resolves10.1177/002224298204600207
A Means-End Chain Model Based on Consumer Categorization Processes
resolves10.4135/9781452229102.n2
The Nature of Customer Value: An Axiology of Services in the Consumption Experience
resolves10.1080/096525496346911
Making sense of customers: an evaluation of the role of the customer in the subjective strategies of senior managers
resolves10.1080/07421222.1985.11517715
Marketing Information Systems: Their Current Status in Fortune 1000 Companies
resolves10.1177/002224298504900403
A Conceptual Model of Service Quality and Its Implications for Future Research
resolves10.1177/002224298805200302
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
The 34 references without a DOI — listed, not checked
no DOI — not checkedBand, William A. 1991.Creating Value for Customers. New York: John Wiley.
no DOI — not checkedBirch, Eric N. 1990. “Focus on Value.” InCreating Customer Satisfaction. Research Report No. 944. New York: The Conference Board, 3–4.
no DOI — not checkedBurns, Mary Jane. 1993.Value in Exchange: The Consumer Perspective. Knoxville: The University of Tennessee.
no DOI — not checked————— and Robert B. Woodruff. 1992. “Delivering Value to Consumers: Implications for Strategy Development and Implementation.” InMarketing Theory and Applications. Eds. Chris T. Allen, Thomas J. Madden, Terence A. Shimp, Roy D. Howell, George M. Zinkhan, Deborah D. Heisley, Richard J. Semenik, Peter Dickson, Valarie Zeithaml, and Roger L. Jenk. Chicago: American Marketing Association, 209–216.
no DOI — not checkedCarothers, Harlon G., Jr. and Mel Adams. 1991. “Competitive Advantage Through Customer Value: The Role of Value Based Strategies.” InCompeting Globally Through Customer Value. Eds. Michael J. Stahl and Gregory M. Bounds. New York: Quorum, 32–66.
no DOI — not checkedClemons, D. Scott and Robert B. Woodruff. 1992. “Broadening the View of Consumer (Dis)satisfaction: A Proposed Means-End Disconfirmation Model of CS/D.” InMarketing Theory and Applications. Eds. Chris T. Allen, Thomas J. Madden, Terence A. Shimp, Roy D. Howell, George M. Zinkhan, Deborah D. Heisley, Richard J. Semenik, Peter Dickson, Valarie Zeithaml, and Roger L. Jenk. Chicago: American Marketing Association, 209–216.
no DOI — not checkedDay, George S. 1990.Market Driven Strategy: Processes for Creating Value. New York: Free Press.
no DOI — not checkedDutka, Alan. 1994.AMA Handbook for Customer Satisfaction. Lincolnwood, IL: NTC Business Books.
no DOI — not checkedGale, Bradley T. 1994.Managing Customer Value. New York: Free Press.
no DOI — not checkedGarver, Michael S. and Sarah Fisher Gardial. 1996. “The Role of the Salesperson in Delivering Customer Value: A Situational Analysis.” InExpanding Marketing Horizons Into the 21st Century. Ed. David L. Moore. Syracuse, NY: Association of Marketing Theory and Practice, 243–249.
no DOI — not checkedGarvin, David A. 1983. “Quality on the Line.”Harvard Business Review 61 (September–October): 64–75.
no DOI — not checkedHall, Gene, Jim Rosenthal, and Judy Wade. 1993. “How to Make Reengineering Really Work.”Harvard Business Review 71 (November–December): 119–133.
no DOI — not checkedHamel, Gary and C. K. Prahalad. 1994.Competing for the Future. Boston: Harvard Business School Press.
no DOI — not checkedHauser, John R. and Don Clausing. 1988. “The House of Quality.”Harvard Business Review 3 (May–June): 63–73.
no DOI — not checkedHayes, Bob E. 1992.Measuring Customer Satisfaction. Milwaukee, WI: ASQC Quality Press.
no DOI — not checkedJones, Thomas O. and W. Earl Sasser. 1995. “Why Satisfied Customers Defect.”Harvard Business Review 73 (November–December): 88–99.
no DOI — not checkedLai, Albert Wenben. 1995. “Consumer Values, Product Benefits and Customer Value: A Consumption Behavior Approach.” InAdvances in Consumer Research. Eds. Frank R. Kardes and Mita Sujan. Provo, UT: Association for Consumer Research, 381–388.
no DOI — not checkedLeonard, Frank S. and W. Earl Sasser. 1982. “The Incline of Quality.”Harvard Business Review 61 (September–October): 163–171.
no DOI — not checkedMentzer, John T., Carol C. Bienstock, and Kenneth B. Kahn. 1995. “Benchmarking Satisfaction.”Marketing Management 4 (Summer): 41–46.
no DOI — not checkedMonroe, Kent B. 1990.Pricing: Making Profitable Decisions. New York: McGraw-Hill.
no DOI — not checkedNaumann, Earl. 1995.Creating Customer Value. Cincinnati, OH: Thompson Executive Press.
no DOI — not checkedOliver, Richard L. 1997.Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.
no DOI — not checkedPorter, Michael E. 1980.Competitive Strategy. New York: Free Press.
no DOI — not checkedReynolds, Thomas J. and Jonathan Gutman. 1988. “Laddering Theory, Method, Analysis, and Interpretation.”Journal of Advertising Research (February/March): 11–31.
no DOI — not checkedSenge, Peter M. 1990. “The Leader’s New Work: Building Learning Organizations.”Sloan Management Review 12 (Fall): 7–24.
no DOI — not checkedSheth, Jagdish N., Bruce I. Newman, and Barbara L. Gross. 1991.Consumption Values and Market Choices: Theory and Applications. Cincinnati, OH: Southwestern Publishing.
no DOI — not checkedSlywotzky, Adrian J. 1996.Value Migration. Boston: Harvard Business School Press.
no DOI — not checkedTaguchi, Genichi and Don Clausing. 1990. “Robust Quality.”Harvard Business Review 90 (January–February): 65–75.
no DOI — not checkedWestbrook, Robert A. and Michael D. Reilly. 1983. “Value-Percept Disparity: An Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction.” InAdvances in Consumer Research. Eds. Richard P. Bagozzi and Alice M. Tybout. Ann Arbor, MI: Association of Consumer Research, 256–261.
no DOI — not checkedWoodruff, Robert B., D. Scott Clemons, David W. Schumann, Sarah F. Gardial, and Mary Jane Burns. 1991. “The Standards Issue in CS/D Research: A Historical Perspective.”Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior 4: 103–109.
no DOI — not checked————— and Sarah Fisher Gardial. 1996.Know Your Customer: New Approaches to Customer Value and Satisfaction. Cambridge, MA: Blackwell.
no DOI — not checked-----, David W. Schumann, D. Scott Clemons, Mary Jane Burns, and Sarah Fisher Gardial. 1990. “The Meaning of Satisfaction and Dissatisfaction: A Themes Analysis From the Consumer’s Perspective.” Working paper. The University of Tennessee.
no DOI — not checkedWright, Linda Berns, David W. Schumann, J. Robert Graves, Sarah Fisher Gardial, and Robert B. Woodruff. 1994. “Extending the Role of Advertising to Post Purchase Activity: A Model for Going Beyond the Sale.” InMarketing Theory and Applications. Eds. C. Whan Park and Daniel C. Smith. Chicago: American Marketing Association, 30–35.
no DOI — not checkedZaltman, Gerald. 1996. “Metaphorically Speaking: New Technique Uses Multidisciplinary Ideas to Improve Qualitative Research.”Marketing Research 8 (Summer): 13–20.
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