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Joseph Sensenbrenner, «Quality Comes to City Hall», Harvard Business Review, March – April 1991, p. 68.

180

Там же.

181

Institute for Citizen-Centered Service, «Benchmarking: Benefits and Lessons Learned», http://www.ices-isac.org/eng/bench-ben.htm (accessed April 25, 2005).

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The American Customer Satisfaction Index, http://www.theacsi.org/overview.htm (accessed April 27, 2005).

183

Ned Roberto, How to Make Local Governance Work (Asian Institute of Management, 2002).

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Ian Sample, «Fat to fit: how Finland did it», The Guardian, Saturday, January 25, 2005, http://www.guardian.co.uk/befit/story/0,15652,1385645,00.html.

185

Там же.

186

Там же.

187

Там же.

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Illka Vuori, Becky Lankenau, and Michael Pratt, «Physical Activity Policy and Program Development: The Experience in Finland», Public Health Reports, May – June 2005, Volume 119, pp. 331–345.

189

Ian Sample, «Fat to fit: how Finland did it», The Guardian, Saturday, January 25, 2005, http://www.guardian.co.uk/befit/story/0,15652,1385645,00.html.

190

Philip Kotler, Ned Roberto, and Nancy Lee, Social Marketing: Improving the Quality of Life (Thousand Oaks, CA: Sage, 2002), p. 5.

191

Behavior Risk Factors Surveillance System, http://www.cdc.gov/brfss/.

192

J. Prochaska and C. DiClemente, «Stages and Processes of Self-Change of Smoking: Toward of Integrative Model of Change», Journal of Consulting and Clinical Psychology, 51, 1983, pp. 390–395.

193

Alan Andreasen, Marketing Social Change: Changing Behavior to Promote Health, Social Development, and the Enviroment (San Francisco: Jossey-Bass, 1995), p. 148.

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http://oee.nrcan.ge.ca/transportation/idling/material/campaignresources.cfm?=28#stickers. Http://toolsofchange.com/English/CaseStudies/default.asp?ID=181.

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B. Smith, «Beyond ‘Health’ as a Benefit», Social Marketing Quarterly, 9(4), Winter 2003, pp. 22–28.

196

Michael Rotshild, Plenary Presentation, 13th Annual Social Marketing in Public Health Conference, June 2003.

197

Michael Rotshild, «Accomodating Self-Interest», Social Marketing Quarterly, 8(2), Summer 2002, pp. 32–35.

198

Tools of Change Case Study, «Road Crew Reduces Drunk Driving», http://toolsofchange.om/English/CaseStudies/default.asp?ID=181 (accessed November 4, 2005).

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Snohomish Health District, Washington State, Marketing Plan, April 2003.

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Tendal Dhliwayo, «Taking you home», Ciy of Johannesburg Official Web site, April 23, 2003, http://www.joburg.org.za/2003/apr/apr23_home.stm (accessed October 20, 2005).

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City of Austin, «Scoop the Poop: Dogs for the Environment Web site, http://ci.austin.tx.us/watershed/petwaste.htm (accessed November 18, 2005).

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Kotler, Roberto, and Lee, Social Marketing, p. 308–309.

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A. G. Greenwalk, C. G. Carnot, R. Beach, and B. Young «Increasing voting behavior by asking people if they expect to vote», Journal of Applied Psychology, 72, 1987, pp. 315–318.

204

Doug McKenzie-Mohr, Quick Reference: Community-Based Social Marketing, www.cbsm.com.

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D. McKenzie-Mohr and W. Smith, Fostering Sustainable Behavior, p. 61.