Smith, Andrew; Sparks, Leigh; Hart, Susan; Tzokas, Nikos - In: International Journal of Retail & Distribution Management 32 (2004) 4, pp. 190-204
Customer loyalty as a concept is inherently attractive to retail businesses. In many companies however, customer loyalty is operationalised through the activities of an often part‐time and transient workforce. The case illustration presented here, and in particular the analysis of employee...
