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· #12

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Philip Kotler, Ned Roberto, andNancy Lee, Social Marketing: Improving theQuality ofLife (Thosand Oaks, CA: Sage, 2002), p. 264.

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· #42

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Kotler andArmstrong, Principles ofMaketing, p. 294.

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Kotler andArmstrong, Principles ofMarketing, pp. 338353.

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Not bucklin up? ClickIt or Ticket program returns, Detroit Free Press, http://www.freep.com/news/metro/belt16e_20059516.htm (accessed May 26, 2005).

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Philip Kotler andGary Armstrong, Principles ofMarketing, 9th ed. (Upper Saddle River, NJ: Prentice Hall, 2001), p. 403.

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Rama Lakshmi, AMeal anda Chance to Learn. Special to TheWashington Post, April 28, 2005.

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· #81

Don Edwards Post, Ten-Hut! TheArmys Bungling Recruitment, Washingtonpost.com, Sunday, June 12, 2005.

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Ann Scot Tyson, Army Aims to Catch Up onRecruits inSummer, Washingtonpost.com, Saturday, June 11, 2005.

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John Ritter, Towns offer free landto newcomers, USA Today, February 9, 2005, p. 1.

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Arthur Stamoulis, Tax onPlastic Bags Works, TheWoodchuck Cafe, http://www.greenworks.tv/woodchuckcafe/archives/feature_plasticbagtax.asp (accessed June 28, 2005).

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Irish bag tax hailed success, BBC News, Tuesday, August 20, 2002, http://news.bbc.co.uk/1/hi/world/europe/2205419.stm (accessed June 28, 2005).

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Owners told to walk dogs or pay up. TheCourier Mail, Queensland Newspapers, April 24, 2005, http://www.thecouriermail.news.com.au/printpage/0,5942,15070795,00.html.

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Peter Edidin, Birds andbeers inSingapore, International Herald Tribune, Tuesday, February 10, 2004, p. 2.

· #90

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· #91

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· #92

King County Animal Services, http://www.metrokc.gov/lars/animal/services/plindex.htm.

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· #94

Population ServicesInternational (PSI/Nepal. Author interview, September 2005).

· #95

Metro Transit Park andRide Minneapolis/St.Paul Metro Area, http://www.metrotransit.org/serviceInfo/parkRide.asp (accessed August 24, 2005).

· #96

Wisconsin Tobacco Quit Line: Fax to Quit Program, http://www.ctri,wisc.edu/HCProviders/healthcare_QL-Fax2Quit.htm (accessed August 24, 2005).

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Vote byMail, Fairvote.org, http://www.fairvote.org/turnout/mail.htm (accessed August 24, 2005).

· #99

MidCentral District Health Board, New Zeland, http://www.Midcentral.co.nz/pub/Releases/Dental-Mobiles.pdf (accesed August 25, 2005).

· #100

TheCitizen, TheNewsletter ofCitizens for Marylend Libraries, Number 3, Summer 2000 (Jennifer McMenamin, Baltimore Sun, March 17, 2000).

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Triangle Transit Authority, http://www.ridetta.org/Home/News_Events/8-05TTAOnlinePassSales.htm (accessed August 22, 2005).

· #102

Jail AdoptsVideo Visitation, http://governmentvideo.com/articles/publich/printer_74.shtml (accessed August 26, 2005).

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Jessica Cowal, Rapid HIV tests offered where those atrisk gather: Seattle health officials get aggressive inAIDS battle byheading to gay clubs, taking adrop ofblood andproviding answers in20 minutes, Chicago Tribune, January 2, 2004, http://www.aegis.com/news/ ct/2004/CT040101.html (accessed May 25, 2005).

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24/7Live Help Utah.gov, http://www.utah.gov/contact.html.

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Washington State Liquor Control Board, Sunday Sales Begin Sept. 4in20 State Stores, August 19, 2005, http://www.liq.wa.gov/releases/pr050819.asp (accessed September 4, 2005).

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TheGovernment ofthe Hong Kong Special Administrative Region Immigration Department, http://www.immd.gov.hk/ehtml/pledge_p7.htm (accessed September 4, 2005).

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Kotler andArmstrong, Principles ofMarketing, p. 302.

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Kotler andKeller, Marketing Management, p. 281.

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CDC, Preventing Chronic Desease, http://www.cdc.gov/pcd/issues/2004/jul/04_0054.html.

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Kotler andKeller, Marketing Management, p. 282.

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Dont Mess with Texas Web site, http://www.dontmesswithtexas.org (accessed September 25, 2005). Dont Mess with Texas .

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Smokey Bear Guidelines, February 2004, http://www.smokeybear.com/resources.asp (accessed September 21, 2005).

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Leon Stafford, Brand Atlanta to Launch New Advertising Campaign, April 21, 2005, Atlanta Journal-Constitution.

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National Crime Prevention Council, Guidelines for McGruff andRelated Marks, ACapsule History ofMcGruf andthe Nationak Citizens Crime Prevention Campaign, pp. 2224.

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Charlie Parsons, President andChief Executive Director ofD.A.R.E., TheNewD.A.R.E.Program, http://www.dare.com/home/newdareprogram.asp (accessed September 30, 2005).

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PSI Profile, Social Marketing andCommunications for Health, December 2004, TheUltimate Stamps ofApproval: Postal Campaigns Deliver AIDS Information Beyond Mass Media, www.psi.org.

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John Henshaw, Safety andHealth add value to your Business, Workplace andLife, April 21, 2004, 8th Biennal Governors Pacific Rim Safety andHealth Conference, http://www.osha.gov/pls/oshaweb/owadisp.show_document?p_table=SPEECHES&p_id=755.

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Philip Kotler andKevin L.Keller, Marketing Management, 12th ed. (Upper Saddle River, NJ: Prentice Hall, 2005), p. 546.

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Chisaki Watanabe, Japanese shedding ties to ease warming, Associated Press, TheSeattle Times, Business Section, June 2, 2005.

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Kotler andKeller, Marketing Management, p. 536.

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.Neil Neroutsos, Snohomish PUD Tackles Enron: Northwest Utility Uncovers Evidence Showing Widespread Corruption, Northwest Public Power Association Bulletin, July 2004, pp. 2527.

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John Tierney, Magic Market Strategy, September 6, 2005, nytimes.com/travel.

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Alan Andreasen andPhilip Kotler, Strategic Marketing for Nonprofit Organizations, 6th ed. (Upper Saddle River, NJ: Prentice Hall, 2002), p. 490.

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Philip Kotler, Ned Roberto, andNancy Lee, Social MarketingImproving theQuality ofLife (Thousand Oaks, CA: Sage, 2002), p. 307.

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Philip Kotler andGary Armstrong, Principles ofMarketing, 9th ed. (Upper Saddle River, NJ: Prentice Hall, 2001), pp. 515518.

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Alan Brunacini, Fire Chief, City ofPhoenix, Fire Department, Essentials ofFire Department Customer Service, 1966. Copyright byAlan Brunacini. , 10 11 2005.

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Ann Laurent, Associate Editor, Government Executive Magazine, TheBig Picture onCustomer Feedback, EPA Customer Service Conference, November 30 December 1, 1999, http://www.epa.gov/customerservice/conferences/proceedings/proceedingsfeedback. htm.

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U.S.Census Bureau, Census 2000Mail Return Rates, January 30, 2003, Final Report.p.v.

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Robert Spector andPatrick McCarthy, TheNordstrom Way to Customer Service Excellence (Hoboken, NJ: John Wiley & Sons, 2005), p. xiii.

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Unisys, Singapores ChangiInternational Airport Services (CIAS) CheckingIn with New Unisys Solution to Expedite Passenger Processing, http://www.unisys.com.hk (accessed April 21, 2005).

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United Kingdom Passport Service, UK Passport Service: Improvig Passport Security andTacklingID Fraud, Press Release March 24, 2005, http://www.ukpa.gov.uk/textonly/english/t_press_240305.asp (accessed April 25, 2005).

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Ned Roberto, How to Make Local Governance Work (AsianInstitute ofManagement, 2002).

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B.Smith, Beyond Health as aBenefit, Social Marketing Quarterly, 9(4), Winter 2003, pp. 2228.

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

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Michael Rotshild, Accomodating Self-Interest, Social Marketing Quarterly, 8(2), Summer 2002, pp. 3235.

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

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City ofAustin, Scoop thePoop: Dogs for theEnvironment Web site, http://ci.austin.tx.us/watershed/petwaste.htm (accessed November 18, 2005).

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Kotler, Roberto, andLee, Social Marketing, p. 308309.

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A.G.Greenwalk, C.G.Carnot, R.Beach, andB.Young Increasing voting behavior byasking people ifthey expect to vote, Journal ofApplied Psychology, 72, 1987, pp. 315318.

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AED Center for Enviromental Strategies, From Crisis to Consensus: ANew Course for aWater Efficiency inJordan, 2004.

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Causes & Effects, TheNewsletter ofCorporate Alliances with Charitable Causes, 19)8), August 2005, p. 1.

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Philip Kotler andNancy Lee, Corporate Social Responsibility: Doing theMost Good for Your Company andYour Cause (Hoboken, NJ: John Wiley & Sons, 2005), p. 5.

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Johnson & Johnson, Johnson & Johnson Campaign Raises $7Million for Nursing Shortage, Press Release, May 10, 2005, http://wwwjnj.com/news/jnj_news/20050509_164453.htm.

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American Express Company, American Express Launches National Campaign to Help Reopen theStatue ofLiberty; Pledges aMinimum of$3 million with Cardmember Support, News Release, November 25, 2003.

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Kotler andLee, Corporate Social Responsibility, p. 13.

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Tools ofChange Case Study, Back to Sleep Health Canada SIDS Social Marketing Campaign, http://www.toolsofchange.com/English/CaseStudy/default.asp?ID=161 (accessed July 26, 2005).

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Kotler andLee, Corporate Social Responsibility, p. 3132.

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Casey Family Program, Public-private partnership to improve Wyomings child welfare system, December 17, 2003, http://www.casey.org/MediaCenter/PressRleasesAndAnnouncements/121703WyomingPartnership.htm.

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Department ofHomeland Security, Secretary Ridge Addresses American Red Cross inSt.Louis, May 21, 2004, http://www.dhs.gov/dhspublic/display?theme=44&content=3575&print=true.

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Department ofHomeland Security, Homeland Security andAmerican Red Cross Co-Sponsor National Preparedness Month 2005, Press Release, June 9, 2005, http://www.dhs.gov/dhspublic/display?theme=43&content=4538&print=true.

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· #229

Kotler andLee, Corporate Social Responsibility, pp. 263276.

· #230

Research for International Tobacco Control (RITC), , International Development Research Centre (IDRC), , .

· #231

Philip Kotler andGary Armstrong, Principles ofMarketing, 9th ed. (Upper Saddle River, NJ: Prentice Hall, 2001), p. 138.

· #232

Andreasen, Marketing Social Change: Changing Behavior to Promote Health, Social Development, andthe Environment (San Francisco: Jossey-Bass, 1995), p. 98.

· #233

http://factfinder.census.gov/home/saff/main.html?_lang=en (accessed March 26, 2005).

· #234

Andreasen, Marketing Social Change, p. 98.

· #235

Philip Kotler andKevin L.Keller, Marketing Management, 12th ed. (Upper Saddle River: Prentice Hall, 2005), p. 104.

· #236

, p. 106.

· #237

, p. 111.

· #238

Kotler andArmstrong, Principles ofMarketing, p. 152.

· #239

, p. 153.

· #240

Andreasen, Marketing Social Change, p. 105.

· #241

Alan Andreasen, Marketing Research That Wont Break theBank: APractical Guide to Getting theInformation You Need, 2nd ed. (San-Francisco: Jossey-Bass, 2002).

· #242

Alan Andreasen andPhilip Kotler, Strategic Marketing for Nonprofit Organizations, 6th ed. (Upper Saddle River, NJ: Prentice Hall, 2002), pp. 500502.

· #243

U.K.Government News Network, New Campaigns to Reduce Gum Litter, http://www.gnn.gov.uk/environment/detail.asp?ReleaseID=189651&NewsAreaID=2&NavigatedFromDepartment=True (accessed March 13, 2006).

· #244

U.K.Department ofEnviroment Food andRural Affairs, Local enviromental quality: Chewing gum pilot campaigns, http://www.defra.gov.uk/enviroment/localenv/gum/pilot.htm.

· #245

, http://www.bls.gov/nls#overview (accessed March 20, 2006).

· #246

Joseph Perello, NYC Marketing, TheForth New York, 2004. , Economist, http://www.nyc.gov/html/nycmktg/html/cmo_bio/economist.shtml.

· #247

.

· #248

.

· #249

.

· #250

Joseph Perello, ThePower ofBeing Unreasonable, CMO Magazine, September 2005, New York City, http://www.cmomagazine.com/read/090105/joseph_perello.html.

· #251

Philip Kotler andKevin L.Keller, Marketing Management, 12th ed. (Upper Saddle River, NJ: Prentice Hall, 2005), p. 310.

· #252

.

· #253

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