, service recovery, the linking of customer measurement to performance measurement, service blueprinting

-- Preparing a Communication Plan -- Media and Campaign Measurement -- Impact of Media Ownership on Advertising

Talk and Listen In -- Measurement: Developing Your Pyramids -- Beyond Content and Marketing.

word of mouth -- Creating the content -- The word-of-mouth toolkit -- Word of mouth measurement -- The

-- Methodology and measurement -- Specification and interpretation -- Corporate behaviour : the supply of wrapped

-- Measurement and metrics : making the brand media strategy accountable.

measurement and management system -- Ch. 9. Measuring sources of brand equity : capturing customer mind

-- Marketing Decision Support System -- An Overview of Forecasting and Demand Measurement -- Scanning The

--Sales and Profitability -- Performance Measurement--Beyond Profitability.