Consumer knowledge is a very important asset for an organisation. Two types of consumer knowledge have been identified, “knowledge about customers” including customer segments, individual customer preferences, potential customers, and “knowledge possessed by customers” including...

The role of channels and their management in the eBusiness era is becoming increasingly important to customer relationship management. Traditional use of the application portfolio approach has been concerned with providing an appropriate basis for making investment decisions about IT...

Purpose – The aim of this paper is to investigate whether technological developments can be used in call centre environments to build trust and hence lasting customer relationships beyond the usual focus on efficiency gains through automation. Design/methodology/approach – Draws upon depth...

Purpose – The purpose of this paper is to address the gap in the literature on experiential elements of online shopping environments. Design/methodology/approach – The paper uses a theory‐building approach to understand how consumers perceive their experience of the navigation of an online...

Purpose – The purpose of this paper is to examine whether classical brand naming concepts are sustainable for entrepreneurial firms in the net economy. Design/methodology/approach – A prior study of Kohli and LaBahn covers the formal brand naming process and gives insights into brand name...

Purpose – The purpose of this paper is to show how projective techniques – in particular cartoon tests – give useful insights when used as a tool for conducting marketing research into innovative products and services. The paper presents results from four studies on mobile services that...

Argues that the Internet does not signal the end of relationships nor level the playing field for powerful buyers and traditionally weak sellers in the perishable foods industries. The Internet and e‐commere are regarded by some as potential barriers to the continued development of vertical...

There is rapidly growing interest in e‐businesses. Its impact on supply chains is currently covered in about 150 papers and articles and the number is growing at the speed of computing power. Unfortunately, most of the published work, in research and practice, is biased to e‐commerce and...

Business to consumer (B‐2‐C) e‐commerce offers many potential benefits to firms, including access to geographically dispersed markets across international borders and enabling direct supply chain relationships with consumers. Language and currency differences, consumer liability...

Efficient consumer response (ECR) is an electronic commerce (EC)‐enabled grocery industry supply chain management strategy, which is designed to make the industry more efficient and responsive. Despite the many benefits obtainable from ECR, the adoption rate has been slow in many regions. At...