This PhD thesis presents an exploratory study examining how successfully the meansendchain model can be applied to 11-12 year old British and Spanish girls, and whethera clear association exists between their personal values and the snacks and clothingbrands they choose.This study draws on the...

This study proposes a conceptual model for customer experience quality and its impact on customer relationship outcomes. Customer experience is conceptualized as the customer’s subjective response to the holistic direct and indirect encounter with the firm, and customer experience quality as...

The aim of this research was to explore the role of personal values andtheir relationship to the management behaviour and performanceoutcomes of multiple small, UK licensed on-trade, businesses. Few studiesof this nature exist that explore personal values and relate them tomanagement behaviour...

In theory, Customer Relationship Management (CRM) technology and processes shouldhelp firms to identify the ‘right’ customers, understand their needs, predict theirbehaviour and develop tailored propositions. Yet numerous studies have found thatCRM projects have failed to deliver the...