Relates a number of stories with regard to unsatisfactory items purchased by the author, describing his efforts to get satisfaction from the companies involved. Considers common elements of the various stories including factors such as: manufacturers of excellent image and reputation failing to...

Purpose The main purpose of this study is to evaluate the relationship between transformational leadership (TL) and internal marketing which is underscored by the centrality of human resources in satisfying employee’s needs and how internal marketing, as a moderator and mediator, can...

Purpose – The aim of this paper is to describe the opportunity for public relations professionals in the new communications environment Design/methodology/approach – The authors developed a point of view, and conducted secondary research to confirm and supplement it. Findings – The...

Purpose – The purpose of this study is to investigate how the interplay of valences (positive or negative) between review texts and ratings affects consumers' reactions to the reviews and the product being assessed. Design/methodology/approach – An experimental design with hypothetical movie...

Purpose – The purpose of this paper is to draw the attention of managers and academics to the extent of demographic changes now occurring in the European Union, specifically the ongoing change from a young consumer base to one in which most adult consumers are aged over 50. It seeks to explain...

Purpose – The purpose of this paper is to illustrate the practical application of dynamic capabilities theory to improve investment decisions in customer relationship management (CRM). Design/methodology/approach – Action research (AR) allows managers to raise the tacit knowledge of their...

Purpose – Describes how BT Business Sales developed a customer‐focused coaching culture through training provided to its call‐center managers, first‐line managers and call‐handling advisors. Design/methodology/approach – Explains why the program was needed, the form it took and the...

The management of quality is not new, although in some circles it is viewed as a faded star. Nevertheless, the quality concept is becoming increasingly important as globalization marches on. Other companies have demonstrated that continuous improvement can be used as a strategic tool. Several...

Senior executives blithely talk about their commitment to quality, but how many would give customers their home phone number? Sir Tom Farmer, founder, chairman and CEO of Kwik‐Fit did just that a few years ago, putting his phone number up in the company service centers around the UK....

Customer retention, we are told, leads to higher profitability, but how many companies have developed strategies to retain their valued customers? Adaptation and bonding are two potentially useful approaches that manufacturers of industrial products can apply to help keep their best long‐term...