Customer retention is increasingly being seen as an important managerial issue, especially in the context of saturated market or lower growth of the number of new customers. It has also been acknowledged as a key objective of relationship marketing, primarily because of its potential in...

This single, embedded case study examined the marketing activities of Flensted Catering A/S, a Danish food company. The case is the first one in a series of case studies constituting a larger research project with the overall objective of understanding how to implement relationship marketing,...

Several human factors in the present and prospective situation of an automotive assembly shop were examined with respect to the concepts of lean production (LP) and sociotechnical systems. The work organization was evaluated by means of four principles: of “minimal critical specification”...

This paper presents a framework for understanding HRM: traditional HRM; integrative HRM; strategic HRM; and universal HRM. It suggests that empirical support for universal HRM is growing. It also presents a case study of one hospitality organization’s “universal” approach to human resource...

Contributes to the social partnership debate by exploring ways in which inter and intra‐union relations influence the development of partnership within a National Health Service Trust, by using observation techniques, focus groups and semi‐structured interviews involving ancillary workgroup...

Purpose – Demonstrates how, through monitoring and management of staff sickness in 2005, Mondial UK successfully reduced sickness absence. Design/methodology/approach – Draws upon the experience of Mondial's implementation of a sickness absence management programme, driven by the HR...

Purpose – Describes how a fair and transparent reward system based on performance is giving greater control over outcomes, retaining the best staff for the future and saving money. Methodology/approach/design – Explains that the new performance development review (PDR) system has been...