The theme of this article is a reflection on the strategic importance of Quality Service, by staff from NatWest who are a major force in world banking. Amongst the main findings are that a Quality Service Programme which fosters continuous incremental improvement is an essential feature in...

Provides an automatic spreadsheet approach to developing acceptance sampling plans. The technique described allows the user to develop the plan using any needed values for alpha and beta, rather than being limited to those values included in commonly used tables. This allows for more negotiation...

Purpose – The purpose of this paper is to examine the way American businesses and marketers used research to shape the concept of the consumer at the turn of the twentieth century. Design/methodology/approach – A historical, cultural approach is used to examine published and unpublished...

Perceptual maps and trees are widely used for business applications like advertising development, product design and product positioning. Maps and trees are however intrinsically different in terms of how well they can represent consumer perceptions of product‐market structure. Draws on recent...

One of the persisting problems that the consumer researcher frequently encounters in using psychographics is the reliability of its measures and analysis. Like any other consumer behaviour measures, psychographics should be reliable enough to measure that which it is intended to measure and...

This monograph covers a number of key articles and presentations by the author over the last decade. The points contained in them reflect a clear belief based on experience of creating significant cultural change so that banks become more market‐driven and customer‐orientated. Many of the...