Purpose: This paper aims to explore how volunteers choose one nonprofit organisation (NPO) rather than another. It identifies the drivers of choice, and the relationship between them, to enable NPOs to strengthen their volunteer recruitment. Design/methodology/approach: A total of 51...

This study proposes a conceptual model for customer experience quality and its impact on customer relationship outcomes. Customer experience is conceptualised as the customer’s subjective response to the holistic direct and indirect encounter with the firm, and customer experience quality as...

This study proposes a conceptual model for customer experience quality and its impact on customer relationship outcomes. Customer experience is conceptualized as the customer’s subjective response to the holistic direct and indirect encounter with the firm, and customer experience quality as...

The aim of this research was to explore the role of personal values andtheir relationship to the management behaviour and performanceoutcomes of multiple small, UK licensed on-trade, businesses. Few studiesof this nature exist that explore personal values and relate them tomanagement behaviour...

In theory, Customer Relationship Management (CRM) technology and processes shouldhelp firms to identify the ‘right’ customers, understand their needs, predict theirbehaviour and develop tailored propositions. Yet numerous studies have found thatCRM projects have failed to deliver the...