A growing body of academic and practitioner literature has highlighted the differences in definitions and approaches to customer relationship management (CRM), suggested frameworks for successful CRM implementation, and provided evidences of CRM success and failure. Such accumulating wisdom...

This paper examines how online market research is utilised within UK market research agencies and what opportunities or problems this new research tool is giving the market research industry. The research involved sending 120 postal questionnaires to UK based market research agencies that...

Considers the concept of the "listening" organisation and its influence on service and business performance. Specifically reports on empirical research which investigated the link between service quality information practices, the listening organisation and service and business performance. In...

Examines the complex relationship between listening and training practices and service performance by deconstructing an earlier model of service management developed by the London Business School and Warwick Business School in the UK. This research hypothesizes that the nature of the...

This paper considers the notion of consumer empowerment across the financial, legal and medical service sectors in the UK. Although the advent of the internet is generally seen as potentially enabling consumer empowerment, theoretical papers divide on the question of efficacy. On the one hand,...

The purpose of this paper is to introduce a new qualitative method that is theoretically underpinned by cognitive anthropology. This research strategy is introduced to further advance the understanding of complex green consumer behavior – in this case life-cycle analysis. This paper examines...

In most European countries, the energy industry continues to undergo dramatic changes. Customer relationship management concepts and their central focus - customer retention - are playing an increasingly significant role in the marketing considerations of energy supply companies. However, little...

Grounded theory is examined as a means of undertaking economics research that aims at theoretical development and generalization rather than testing established theories. Grounded theory encompasses a set of procedures for undertaking and analysing case studies-qualitative and quantitative-in a...

This paper develops an explanation of how large business organisations may achieve advantages of size by virtue of decision-making procedures. The argument is inspired by Knight's (Risk, Uncertainty and Profit, NewYork: Houghton Mifflin, 1921) model of internal business organisation, together...

Technological developments such as the massive development of the Internet have led to a growing share of the distribution chains, in particular in trade, at least partly to lapse. Das Management von Kundenkontakten stellt Unternehmen vor neue Herausforderungen, da der multioptionale Konsument...