Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places...

Customer loyalty presents a paradox. Many see it as primarily an attitude‐based phenomenon that can be influenced significantly by customer relationship management initiatives such as the increasingly popular loyalty and affinity programs. However, empirical research shows that loyalty in...

Purpose – Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the...

Purpose – This paper derives a personalization framework for financial services by a literature review and examines the framework against the customer's perspective via the Delphi method. Design/methodology/approach – The framework exhibits a product‐process viewpoint, while the panelists...

Finnish‐Russian trade has declined to 7‐8 per cent of Finland’s exports by volume. In spite of this decline, and the most recent Russian crisis (August 1998), the Russian market still offers great potential by virtue of its sheer size, proximity and the experience Finnish business has in...

Uses the example of a craftworker to illustrate high quality production and to emphasize the essential elements in such a process of being customer‐focused, having customized products, work conducted as an integrated whole, personalized by the individual and with the application of continuous...

This paper provides an empirical contribution to the debate concerning the implementation and impact of operations strategies. Their nature is described, as is the necessity for their adoption. Details of the possible composition of such strategies is suggested and consideration given to how...

More sophisticated customer demand chains and electronic business pose new challenges to supply chain management. Delivery sizes decrease as a result of more deliveries directly to the point of use. Customers are demanding products and deliveries customised to their specific needs. Also, the...