Purpose – Details the key role of employees in improving customer loyalty at Discount Bank, Israel. Design/methodology/approach – Explains why strategic change was needed at the bank and how its management settled on the concept of direct banking relationships as the foundation for the...

Purpose – The purpose of this study is to define the tasks of product managers from the perspective of professional brand managers and to point out the gaps between their short‐ and long‐term tasks. Design/methodology/approach – The paper conducted two studies: the first utilized a focus...