The advocacy to extend relationship marketing into the management of the exchange processes within retailing and consumer service markets has meant a growing interest in the opportunities which are offered by technology‐based systems of customer management. A prerequisite for the successful...

Offers a study of the current use of the Internet, as a marketing tool, by the hotel industry. Such a study is timely given that the growth rate of the World Wide Web (WWW or the “Web”) is estimated at about 50 per cent per month, with the number of sites doubling every 53 days. Seeks to...

Purpose – The purpose of this paper is to rethink the historical emergence of relationship marketing using the work of an early economics writer. Design/methodology/approach – The approach of the paper is a historical review. Findings – It is demonstrated that Eddy's major publication, The...

Purpose – Lillian Moller Gilbreth (1878‐1972) extended scientific management into marketing practice in the late 1920s. This paper aims to illuminate several of these practical extensions. Design/methodology/approach – The paper is an historical case study. Findings – Gilbreth brought...

Purpose – This paper aims to provide a history of relational perspectives in marketing practice from the nineteenth through to the twentieth century. Design/methodology/approach – This paper engages in a systematic reading of published histories of retailing practice using the key attributes...

Purpose This purpose of this paper is to present an investigation into changes in portrayals of marketing by individuals outside of the industry during the important time frame between 1930 and 1999. The twentieth century was a period of significant development in how scholars and practitioners...

Purpose The purpose of this paper is to record the author’s personal reflections on his career as a marketing scholar. Design/methodology/approach Personal reflections in an autobiographical approach. Findings The author’s career as student, teacher and scholar is described in some detail....

Purpose – This article aims to seek to provide a performance measurement scale for customer relationship management (CRM) software. The CRM concept is wide, yet prior literature offers only specific approaches. This scale goes beyond specific scenarios, to cover the various perspectives on CRM...

Purpose This paper aims to examine the roles of both aggregate and specific commission rates to control the sales force in relationship marketing with a customer portfolio. Design/methodology/approach Drawn on the concept of customer lifetime value and agency theory, the author calculated both...

Purpose – To investigate consumers' characteristics during internet shopping for customized products in order to reduce the distance between a manufacturer and consumers. Design/methodology/approach – Qualitative methods were conducted with longitudinal interviewing with 20 participants. For...