Demographic change is leading to an ageing of the population in the UK, but there is still a considerable debate as to whether the elderly should be treated as a distinct market segment. Previous work on the shopping preferences and activities of the elderly, undertaken mainly in the USA, has...

Purpose: The purpose of this study is to operationalise and measure the effects of negative customer engagement (CE) in conjunction with positive CE. Both valences are explored through affective, cognitive and behaviour dimensions, and, in relation to the antecedent of involvement and outcome...

This study examines performance measurement in on-line securities companies in the Australian marketplace. Marketing managers of seven on-line stock brokerage companies in Australian capital cities were interviewed and their on-line strategies and approaches were systematically reviewed and...

This thesis investigates the operation of a system of second hand car dealer licensing introduced to Scotland in 1982. The aim is to assess whether or not this policy is having a beneficial impact upon the experiences of second hand car purchasers in Scotland.The second hand car trade exhibits a...

In pursuing their particular strategic goals, organisations place differential emphasis in their activities on employees and customers. Those who focus predominantly on employees see them as key resources contributing to successful achievement of goals, while those who focus on customers believe...