There are times when I wonder how University Schools of Business ever got involved in offering “general management programmes”. I wonder even more when I hear colleagues tell me: “We're a General Management School.” I think my puzzlement stems from a lack of understanding of what others...

Many companies have no customer services objectives or strategies and the service performance received by customers is ample evidence of this fact. Companies which formalise their approach, on the basis of a cost/benefit study of the marketplace, usually find considerable marketing benefits. A...

The authors examine the approaches necessary in planning for annual conferences which will produce a real measurable return on the investment.

Efficient, or seemingly efficient, distribution of goods and services is something most of us take for granted most of the time in western advanced economic systems. Yet, as catastrophes and wars have repeatedly shown, a distribution system is a sophisticated and often fragile institutional...

Customer service levels are seen as the linchpin of an effective marketing logistics strategy for any company. Careful consideration is given to the components of customer service and each element is examined to identify its cost and revenue aspects. Segmented customer service policies are...

This monograph eschews the view that packaging is an exclusively marketing tool, or for that matter the concern of the distribution function alone. The author insists that a total systems view should be taken of the multiple purposes which the pack must meet. This poses very real problems for at...

Consumerism today, like trades unionism some century ago, is a pre‐dominantly middle class concern. It provides an avenue for the articulate who are dis‐satisfied with the economic balance of power in our society and/or its emphasis on materialism, to walk along. That it should have become...