Introduction
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Chapter 1
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Chapter 2
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Jones, K. September 28, 2018. “5 Criteria for Qualifying B2B Leads.” https://jonespr.net/inboundaccelerator/5-criteria-for-qualifying-b2b-leads (accessed September 2019).
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McGrane, M. December 10, 2015. “Making Sense of Vertical Markets.” https://mtmconsult.wordpress.com/
Raichshtain, G. November 20, 2014. “B2B Sales Benchmark Research Finds Some Surprises (Infographic)” https://salesforce.com/blog/2014/11/b2b-sales-benchmark-research-finds-some-pipeline-surprises-infographic-gp.html (accessed October 2019).
Belko, M. 2019. “The Sweetest of Deals: NRA and Others Got Free Rent to Bring Conventions to Pittsburgh.” Pittsburgh Post-Gazette, February 10, 2019. Los Angeles Convention Center, Annual Report, 2014–2015.
The Metropolitan Pier and Exposition Authority. 2018 and 2019. “The Metropolitan Pier and Exposition Authority Financial Plan for Fiscal Years.” http://mpea.com/wp-content/uploads/2017/02/MPEA-Financial-Plan-FY17-to-FY19-1.pdf (accessed April 2017).
Chapter 3
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McGrane, M. January 15, 2016. “Weighing in on the FCC WiFi Regulation and Enforcement at Convention Centers – The Problem, the Fines, the Arguments and a Path Forward for Convention Centers.” https://mtmconsult.wordpress.com/ (accessed August 2019).
Chapter 5
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Chapter 6
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Longein, J. undated. “11 Steps to Handling Customer Complaints on Social Media.” https://upwork.com/hiring/for-clients/11-steps-handling-customer-complaints-social-media/ (accessed October 2019).
Schrage, M. November 21, 2011. “A Better Way to Handle Publically Tweeted Complaints”, https://hbr.org/2011/11/a-better-way-to-handle-publicl.html (accessed November 2019).
Cox, S. October 4, 2019. “Senior VP for Research and Measurement- Freeman Company.” Phone Interview with author.
Safdar, K., and P. Inti. May 15, 2019. “The Dubious Management Fad Sweeping Corporate America.” https://wsj.com/articles/the-dubious-management-fad-sweeping-corporate-america-11557932084 (accessed November 2019).
Ferracone, R. June 19, 2019. “Is Net Promoter Score Just a Feel Good Metric?” https://forbes.com/sites/robinferracone/2019/06/19/is-net-promoter-score-just-a-feel-good-metric/#26d85d8b5ec5 (accessed November 2019).
Chapter 7
Millan, N. December 22, 2016. “The Real Cost of Deferred Maintenance.” https://facilitiesnet.com/maintenanceoperations/tip/The-Real-Cost-of-Deferred-Maintenance--38366 (accessed November 2019).
Bracco, A. September 10, 2019. Former Javits Center General Manager and Head of Construction, Phone Interview with Author.
Chapter 10
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