Subject Index
 

In the car manufacturing industry, boosting unit sales and market share hinges on getting end users to value the actual sales interaction and customer service. While interaction with the client during ...

This paper describes an innovative approach to establishing financial values for each aspect of the hotel guest experience. It addresses the following two, critical planning questions: Can employee en ...

Dave Leonard, founder of Focus on Service LLC, and Michael Lieberman, president of Multivariate Solutions, describe an employee satisfaction study that gauges key factors to keep employees happy and p ...

Although an important avenue for customer value creation is the interaction between the service frontline employees and their customers, little attention has been paid to the consequences of frontlin ...

Over the last few years ‘trust’ has become one of the most talked about issues in marketing, research and academic circles. While it is claimed that trust is collapsing, trust is seen to be more impor ...

Customer loyalty and profitability are traditionally seen as being inextricably tied to each other. This paper identifies strategies for building customer loyalty, including knowing your core customer ...

This study uses statistical analysis to link a series of disparate studies involving measurements of customer satisfaction, employee satisfaction, customer retention, and strategic business unit profi ...

Many organisations claimed to use the `balanced scorecard business model' to manage their business, but few in the UK have yet introduced the necessary integrated measurement systems. This paper shows ...

Discusses the development of `pan-company' or internal marketing: the relationships forged between customers and individuals with whom they come in contact within the company. Employees (`internal cus ...

This paper poses a simple question: why does brand communication consistently forget one of its most important audiences? Who? Staff -the people who frequently have to deliver the promises made by abo ...

The purpose of the paper is to examine the nature and negative impact of information overload, exacerbated recently by organisational design issues and rapid advances in information and communication ...

Customer loyalty to a single service worker has been discouraged given the potential problem of customer retention when the key employee leaves the firm. The paper suggests that managers should capita ...