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...

Purpose – Due to the rapid development of automotive industry, China has become the world first in car production and consumption. However, under the pressure of environment pollution, traffic congestion and parking restriction in big cities, the car rental service, as an alternative solution...

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,...

Business markets are complex. Sellers have to deal with customised demand, both passive and active markets, multi‐person interactions and interconnected relationships. Reports the case study of HDoX, a producer of hydrogen peroxide, an industrial chemical that has wide applications from the...

The latter part of the twentieth century saw the transition from a sales‐oriented environment to a marketing‐oriented one. At the beginning of the twenty‐first century this is particularly developing in the direction of “customer focus”. Consequently, the key to achieving business...

Complaints handling is not a substitute for abdicating the responsibility for managing quality and achieving customer satisfaction. Indeed, the former and the latter are nothing but synonymous expressions and quite compatible concepts. This paper treats the issue of complaints handling and...

Customer satisfaction is perhaps one of the most talked about challenges of organisations, both in the public and private sectors. Indeed, this represents every organisation’s sole purpose, is at the heart of every mission statement, and is the ultimate goal of any strategies put in place. As...

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...

Purpose – This paper sets out to explore how the principles developed by Sir Ronald Aylmer Fisher, FRS (1890‐1962), a gifted British evolutionary biologist, geneticist and statistician, can be applied in today's retail environment to estimate new customers becoming visible through your...

Purpose – This paper seeks to examine three evolutionary trends that are pushing the boundaries of loyalty marketing in 2006 and beyond. These trends incorporate the power of networks, the power of data, and the power of convergence. Design/methodology/approach – The paper thoroughly...