Purpose – As wireless penetration continues to increase worldwide, competitors in the mobile telecommunication industry are changing their strategies from a growth model to a value‐added one. The companies that can attract and retain customers in this highly competitive and increasingly...

Purpose – The purpose of this paper is to help demonstrate the extent to which socio‐cultural and market‐oriented incentives jointly contribute to corporate control outcomes that prevail in the UK football industry. Design/methodology/approach – Illustrative case studies informed by...

Purpose – The overall purpose of this study was to develop an understanding of the mediating effect of organizational reputation on service recommendation and customer loyalty. Design/methodology/approach – Four models were developed that were variations of the American Customer Satisfaction...

Purpose – The aim of this paper is to propose a model for understanding a complex management issue – the customer loyalty in a public sports service. Design/methodology/approach – Customer loyalty is discussed through the methodology of system dynamics. The proposed model considers the...

Purpose – Within the service industry, the serviceperson enhances customer loyalty by increasing customer benefits and decreasing customer costs, but is also embedded within and influenced by the organizational context. Thus, the influence of a serviceperson's orientation may differ or even...

Purpose – The purpose of this paper is to conceptualise, discuss and evaluate an emergent marketing philosophy, “transcendental marketing”, and its application in practice. Design/methodology/approach – A conceptual framework is grounded in the literatures of marketing practice and...

Purpose – This study aims to examine the moderating effects of gender, income, age, customer involvement and length of the relationship on the customer satisfaction (CS)‐customer loyalty (CL) relationship in a contractual service context. CL is assessed using customer repurchase intention...

Describes the origins and development of the UK retailer, Laura Ashley, emphasizing the internationalization of the company and the emphasis on international comparison from an early stage of the company′s development. Charts the company′s overseas development in North America, Europe and...

Concerned with modelling the impact of customer‐employee relationships on customer retention rates in a major UK retail bank. Reveals that employee and customer perceptions of service quality are related to customer retention rates and that employee and customer perceptions of service quality...