Outlines the development by Barclays Life of a tracking survey to collect information concerning customers’ feelings of satisfaction and loyalty. Describes research undertaken by Barclays Life into the determinants of satisfaction amongst customers and the importance of each of these elements...

Draws on the extant literature in the areas of services marketing, sport tourism and service quality to present a range of concepts and models that have utility in heightening management’s appreciation of the complexities of achieving service quality in a sport‐tourism context. Emphasis is...

Current measures of service quality for retail stores are scarce. A validated Retail Service Quality Scale is used to study the service quality delivery of a department store chain and its impact on consumption behaviour. It results in six dimensions; they are namely: personal interaction;...

As the USA continues to progress toward a service‐based economy, the role of the service employee as a contributor to the success of the organization assumes greater prominence. Examines the pivotal role of the field engineer (FE) in a plain paper copier company. Using qualitative research...

John M. Browning was the greatest gun maker the world has ever known. The company he created has been recognized for a century as the industry leader in innovation and quality. A host of changes in external factors like social values and politics have brought the Browning company and the...

The Co‐operative Bank strategy of encouraging its customers to telephone or write to its account management centre, rather than the branches, proved successful. Volumes grew rapidly, placing pressure on service quality resulting in lost telephone calls, correspondence backlogs and duplication...

Federal Express has been involved in the customer‐satisfaction process for some 20 years. The company believes that the key to customer satisfaction is satisfying employees. Chris Hargett, manager of marketing research at Federal Express Corporation, describes how the company involves...

There is nothing particularly original about a company making customer satisfaction the centre of its culture. But American Express differs from most others in having an effective system to make sure that everyone buys into the cultural focus.

Purpose – This paper is aimed at describing how companies can find new opportunities for customer retention and lifetime value by applying the concepts of dialogue marketing, network‐building and relevant rewards. Design/methodology/approach – The paper cites the work of Chris Anderson,...

Purpose – The purpose of this paper is to describe a conceptual strategy approach that can be applied to product development. Design/methodology/approach – The case describes an approach to avoid dangerous competition and find new uncluttered market space. The methodology is illustrated by a...