Abraham, J. L., & Knight, D. J. (2001). Strategic innovation: Leveraging creative action for more profitable growth. Strategy & leadership, 29(1): 21-27.
Anderson, E. W., Fornell, C. & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. The Journal of marketing, 58(3): 53-66.
Azar, A. & Momeni, M. (2006). Statistics and applications in management, (statistical analysis), First Vol. 10th edition. Tehran: Samt. (In Persian)
Baden-Fuller, C. & Stopford, J. M. (1992). Rejuvenating the mature business: The competitive challenge. Routledge.
Bei, L. T. & Shang, C. F. (2006). Building marketing strategies for state-owned enterprises against private ones based on the perspectives of customer satisfaction and service quality. Journal of retailing and consumer services, 13(1): 1-13.
Chan Kim, W. & Mauborgne, R. (2004). Value innovation: The strategic logic of high growth. Harvard business review, 82(7-8): 172-180.
Cho, H. J. & Pucik, V. (2005). Relationship between innovativeness, quality, growth, profitability, and market value. Strategic management journal, 26(6): 555-575.
Desouza, K. C., Awazu, Y., Jha, S., Dombrowski, C., Papagari, S., et al. (2008). Customer-driven innovation. Research-Technology Management, 51(3): 35-44.
Drucker, P. F. (1994). The theory of the business. Harvard business review, 72(5): 95-104.
Eggert, A. & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets? Journal of business & industrial marketing, 17(2-3): 107-118.
Fecikova, I. (2004). An index method for measurement of customer satisfaction. The TQM magazine, 16(1): 57-66.
Fuller, C. B. & Pitt, M. (Eds.). (1996). Strategic Innovation: An International Casebook on Strategic Management. Chapman & Hall.
Gilbert, G. R. & Veloutsou, C. (2006). A cross-industry comparison of customer satisfaction. Journal of services marketing, 20(5): 298-308.
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International journal of service industry management, 7(4): 27-42.
Hamel, G. (1998). Opinion: strategy innovation and the quest for value. MIT Sloan management review, 39(2): 8.
Hanan, M., & Karp, P. (1989).
Customer satisfaction: How to maximize, measure, and market your company's ultimate product. American Management Association.
Hawkins, D. I., Best, R. J. & coney, K. A. (2006). Consumer Behavior: Building Marketing Strategy, 9th Edition. Translated by: Rousta, A. & Bathaii, A. Tehran: Sargol. (In Persian)
Kanousi, A. (2005). An empirical investigation of the role of culture on service recovery expectations. Managing service quality: An international journal, 15(1): 57-69.
Khoshdahan, A. (2002). Understanding the concepts and measurement of customer satisfaction. Tehran: Khoshdahan. (In Persian)
Kim, W. C., & Mauborgne, R. (1999). Creating new market space. Harvard Business Review, 77(1): 83-93.
Kotler, Ph. (2008). marketing management. Translated by: Forouzandeh, B. Isfahan: Amoukhteh.(In Persian)
Lau, W. J. & Lu, W. (2004). How enterprise make strategic innovation? Productivity research, 7: 143-146.
Lin, H. (2008). Strategic innovation models of transformated enterprise. China Collective Economy.
Markides, C. (1997). Strategic innovation. Sloan Management Review, 38: 9-24.
Markides, C. (1998). Strategic innovation in established companies. MIT Sloan management review, 39(3): 31.
Moingeon, B. & Lehmann-Ortega, L. (2006). Strategic moingeon innovation: How to grow in mature markets. European Business Forum, 24: 50-54.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17: 460-469.
Palmer, D., & Kaplan, S. (2007). A framework for strategic innovation. Innovation Point LLC. San Francisco.
Peppers, P. &
Rogers, M. (2002).
The one to one manager: Real world lessons in customer relationship management. Translated by: Ayari, A. Tehran: Afra.
(In Persian)
Peter, D. (2001). The discipline of innovation. Harvard Business Review, 95-98.
Philpott, K., & Doley, L. (2009). Channel innovation in the retail banking sector: Best practice initiatives, Customer-orientation and emerging strategic Foci. International Journal of Arts and Sciences, 3 (2): 66-82 (2009). CD-ROM, ISSN: 1944, 6934.
Rajagopalan, N. & Spreitzer, G. M. (1997). Toward a theory of strategic change: A multi-lens perspective and integrative framework. Academy of management review, 22(1): 48-79.
Rangan, V. K. & Bowman, G. T. (1992). Beating the commodity magnet. Industrial marketing management, 21(3): 215-224.
Schlegelmilch, B. B., Diamantopoulos, A. & Kreuz, P. (2003). Strategic innovation: the construct, its drivers and its strategic outcomes. Journal of strategic marketing, 11(2): 117-132.
Stephen, P. R. (1979). Organizational behaviour [M]. China Renmin University Press.