Narrow search
Showing 1 - 10 of 154
Cover Image
Customer Experience Quality : An Exploration in Business and Consumer Contexts Using Repertory Grid Technique
Lemke, Fred; Clark, Moira; Wilson, Hugh - 2010
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...
Persistent link: https://www.econbiz.de/10009459477
Cover Image
Customer experience quality : an exploration in business and consumer contexts using repertory grid technique
Lemke, Fred; Clark, Moira; Wilson, Hugh - In: Journal of the Academy of Marketing Science 39 (2011) 6, pp. 846-869
Persistent link: https://www.econbiz.de/10010218001
Cover Image
Customer experience quality: an exploration in business and consumer contexts using repertory grid technique
Lemke, Fred; Clark, Moira; Wilson, Hugh - In: Journal of the Academy of Marketing Science 39 (2011) 6, pp. 846-870
Persistent link: https://www.econbiz.de/10009797083
Cover Image
How companies use customer insight to drive customer acquisition, development and retention
Bailey, Christine R. - 2008
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...
Persistent link: https://www.econbiz.de/10009463033
Cover Image
Segmentation and customer insight in contemporary services marketing practice : why grouping customers is no longer enough
Bailey, Christine; Baines, Paul R.; Wilson, Hugh; … - In: Journal of marketing management : MM 25 (2009) 3/4, pp. 227-252
Persistent link: https://www.econbiz.de/10003838526
Cover Image
Justifiying CRM projects in a business-to-business context : the potential of the Benefits Dependency Network
Wilson, Hugh; Clark, Moira; Smith, Brian - In: Industrial marketing management : the international … 36 (2007) 6, pp. 770-783
Persistent link: https://www.econbiz.de/10003507236
Cover Image
Segmentation and customer insight in contemporary services marketing practice: why grouping customers is no longer enough
Bailey, Christine; Baines, Paul; Wilson, Hugh; Clark, Moira - In: Journal of marketing management : MM 25 (2009) 3, pp. 227-253
Persistent link: https://www.econbiz.de/10008416609
Cover Image
Segmentation and customer insight in contemporary services marketing practice: why grouping customers is no longer enough
Bailey, Christine; Baines, Paul R.; Wilson, Hugh; … - In: Journal of marketing management : MM 25 (2009) 3-4, pp. 227-252
Persistent link: https://www.econbiz.de/10008283587
Cover Image
Telling a different story : How nonprofit organizations reveal strategic purpose through storytelling
Mitchell, Sarah‐Louise; Clark, Moira - In: Psychology & Marketing 38 (2020) 1, pp. 142-158
Persistent link: https://www.econbiz.de/10012407475
Cover Image
Volunteer choice of nonprofit organisation : an integrated framework
Mitchell, Sarah-Louise; Clark, Moira - In: European Journal of Marketing 55 (2020) 1, pp. 63-94
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...
Persistent link: https://www.econbiz.de/10012411443