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Segmenting the grey market: the case for fifty‐plus “lifegroups”
Carrigan, Marylyn - In: Journal of Marketing Practice: Applied Marketing Science 4 (1998) 2, pp. 43-56
Discusses changes in world demographic trends which are creating a growing ‘grey market’: consumers aged over fifty years. Reviews previous research and its limitations, while raising the issue of marketers mistakenly treating the grey market as homogeneous. Suggests sports centres in...
Persistent link: https://www.econbiz.de/10014889332
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The development of sector‐based quality assurance standards in the UK: diverging or dovetailing?
Ogden, Susan M.; Grigg, Nigel P. - In: The TQM Magazine 15 (2003) 1, pp. 7-13
In 1979, the UK set the standard on which the universally recognised ISO 9000 series was based. Part of the rationale for the creation of a generic quality assurance standard was that it would supplant the need for independent customer inspections, avoid duplications of audits, and coordinate...
Persistent link: https://www.econbiz.de/10015032977
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CSR, women and SMEs: the Croatian perspective
Koričan, Mirna; Jelavić, Ivija - In: Social Responsibility Journal 4 (2008) 1/2, pp. 56-62
– government, community, company, and the individual. It also aims to stress that women managers in Croatia are still discriminated … against and to show that managers in SMEs in Croatia need to become more aware of the importance of CSR. Design … in Croatia, they are still discriminated against. Managers of small and medium‐sized enterprises are still not thinking …
Persistent link: https://www.econbiz.de/10015021831
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Using social media in hotel crisis management: the case of bed bugs
Liu, Bingjie; Pennington-Gray, Lori; Klemmer, Louisa - In: Journal of Hospitality and Tourism Technology 6 (2015) 2, pp. 102-112
Purpose – The purpose of this paper is to provide greater insights into the-state-of-the-art in crisis management and aid in better response to health-related crises, with a specific focus on the hotel industry. This study extends the tourism crisis management model to include social media,...
Persistent link: https://www.econbiz.de/10014874218
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Recording knowledge‐related activities in practice : Methodological bases and a method of knowledge auditing
Roberts, Stephen A. - In: Aslib Proceedings 60 (2008) 6, pp. 583-599
Purpose – The paper seeks to offer a generalized methodology for knowledge auditing. The context of information and knowledge perspectives is established and knowledge auditing is located in an evolving context of information research and practice. Design/methodology/approach – A...
Persistent link: https://www.econbiz.de/10014671575
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Marketing knowledge myopia
November, Peter - In: European Business Review 20 (2008) 5, pp. 435-457
Purpose – The purpose of this paper is to examine whether or not marketing academics practise what they preach. Are they marketing‐oriented in their main business of knowledge creation and dissemination? Design/methodology/approach – The epistemological marketing literature and performance...
Persistent link: https://www.econbiz.de/10014713296
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An integrated approach to innovative product development using Kano’s model and QFD
Shen, X.X.; Tan, K.C.; Xie, M. - In: European Journal of Innovation Management 3 (2000) 2, pp. 91-99
Under rapidly changing and highly competitive circumstances, the timely design, development and marketing of new products or services with creative and innovative features are essential for a company’s survival. In order to capture and retain market share, customer requirements and...
Persistent link: https://www.econbiz.de/10014720978
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Moments of sorrow and joy : An empirical assessment of the complementary value of critical incidents in understanding customer service evaluations
Odekerken‐Schröder, Gaby; van Birgelen, Marcel; … - In: European Journal of Marketing 34 (2000) 1/2, pp. 107-125
It is commonly acknowledged that service quality can be measured by using attribute‐based and incident‐based measurements. Both methods are distinct in nature, but can be used complementarily. However, in the literature a simultaneous empirical investigation of the power of critical...
Persistent link: https://www.econbiz.de/10014721899
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Antecedents to satisfaction with service recovery
Wallin Andreassen, Tor - In: European Journal of Marketing 34 (2000) 1/2, pp. 156-175
Building on disconfirmation theory, equity theory and affect‐balance theory, considers antecedents to satisfaction with service recovery. A theoretical model is proposed and tested empirically based on a cross‐sectional national sample of 201 dissatisfied customers complaining of services....
Persistent link: https://www.econbiz.de/10014721902
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Service behaviors that lead to satisfied customers
Frazer Winsted, Kathryn - In: European Journal of Marketing 34 (2000) 3/4, pp. 399-417
Examines service provider behaviors that influence customer evaluation of service encounters. Develops a list of service provider behaviors relevant to customer evaluation of a service encounter. Examines performance of these behaviors in specific restaurant and medical transactions. Then...
Persistent link: https://www.econbiz.de/10014721913