As organisations develop their customer knowledge practices, processes and competence, consumers and citizens need an increasingly sophisticated appreciation of the potential for, and nature of, consumer surveillance. The discussion in the paper is informed by an analysis of three typical...

With the growing importance of digital spaces as arenas in which organisations and consumers interact, brand owners can no longer afford to regard digital, online, or i-branding as an optional add-on to branding through other channels. After an introduction, this article reviews some of the...

An examination of the work of Consumer Advice Centres and of the information sources and support activities that public libraries can offer. CAC's have dealt with pre‐shopping advice, education on consumers' rights and complaints about goods and services, advising the client and often...

This article has examined the changing role of MKIS. The types of questions to which MKIS need to respond have been identified, and the range of types of MKIS systems are introduced. It is proposed that the marketing mix is extended to include 5 ‘P’s, the conventional four: product, price,...

There is currently a general air of euphoria concerning the potential for electronic publishing on CD‐ROM and over the Internet. Yet many publishers are proceeding cautiously and are supplementing their print products with CD‐ROM or online full text products. Most publishers view the future...

TQM is defined as managing the entire organization so that it excels in all dimensions of products and services which are important to the customers. Excellence in a TQM organization is defined by customer requirements and needs.

Have library managers been sufficiently aggressive in identifying and understanding their customers, given that the future of individual services and the profession as a whole rest to a large extent on customer perceptions? What do library managers need to know about their customers? This...

Purpose – To explore, through a case study approach, relationship and community development in online consumer communities. Design/methodology/approach – A case study‐based analysis of three organizations that are supporting online community creation and development is used as the basis...

Purpose While substantial scholarly attention has been given to children’s understanding of advertising in the context of traditional advertising channels, there is a gap in the literature with regard to children’s commercial awareness in the context of online social networking sites. This...