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1. Stan L. Friedman, Corporate America's Social Conscience, Fortune, June 23, 2003, p. S6.
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2. Stan L. Friedman, Corporate America's Social Conscience, Fortune, June 23, i 2003, Ibid., p. S4.
3. Esso Should the Tiger Change Its Stripes? Reputation Impact, October 2002, : p. 16.
4. David A. Aaker, Managing Brand Equity, New York: Free Press, 1991, p. 57.
5. Shoppers Like Wide Variety of Houseware Brands, Discount Store News, October 24,1988, p. 40.
6. Leo Bogart and Charles Lehman, What Makes a Brand Name Familiar?, Journal of Marketing Research, February 1973, pp. 17-22.
7. Web- Lexus, 2003.
8. Valarie A. Zeithaml, Leonard L. Berry, and A. Parasuraman, Communication and Control Processes in the Delivery of Service Quality, Journal of Marketing, April 1988, pp. 35-48; A. Parasuraman, Leonard L. Berry, and Valarie A. Zeithaml, Guidelines for Conducting Service Quality Research, Marketing Research, December 1990, pp. 34-44.
9. . . Prahalad and M. S. Krisnan, The New Meaning of Quality in the Information Age, Harvard Business Review, September-October 1999, p. 110.
10. Lawrence Ulrich, Toyota, Lexus Lead in Quality, www.auto.com/industry, June 16, 2003.
11. Robert Jacobson and David A. Aaker, The Strategic Role of Product Quality, Journal of Marketing, October 1987, pp. 31-44.
12. David A. Aaker and Robert Jacobson, The Financial Information Content of Perceived Quality, Journal of Marketing Research, May 1994.
13. . : California Management Review, Spring, 1993.
14. A. Parasuraman, Leonard L. Berry, and Valarie A. Zeithaml, Guidelines for Conducting Service Quality Research, Marketing Research, December 1990, pp. 34-44.
15. David Walker, At Sheraton, the Guest Is Always Right, Adveek's Marketing Week, October 23,1989, pp. 20-21.
16. Tom Peters and Nancy Austin, A Passion for Excellence, New York: Random House, 1985, p. 77.
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