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¹ Distribution. December 1997. Р. 60.

² LaLonde andZinszor. Customer Service. Meaning and Management. 1996. P. 171.

³ Котлер Ф. Основы маркетинга. M.: Росинтер. 1996. С. 361.

⁴ Международный экспедитор. 2002, № 3. С. 35.

⁵ Quinn F.J. The Ante of Play the Game//Traffic Management. July 1990. P. 42.

⁶ Annual Conference of the Council of Logistics Management. October 1995. P. 7.

⁷ Langley C.J. Quality in Logistics: A Competitive Advantage. University Part, PA: Penn State University. The Center of Logistics Research, 1997. P. 33.

⁸ Norman R. and Ramirez R From Value Chain to Value Constellation: Designing Interactive Strategy. Harward Business Review, July-August, 1993. P. 65–77.

⁹ US Department of Commerce. Malcolm Baldrige National Quality Award Application Guidelines.

¹⁰ Quinn F.J. The Gurus of Quality//Traffic Management. July 1998. P. 34.

¹¹ Ibid. P. 39.