Seeks to revisit the theoretical basis for the concept of loyalty through a consideration of the state of “no loyalty”, which we term “disloyalty”. This category is present in the model proposed by Dick and Basu, but is seen to be of less interest than other categories. Here we argue...

Purpose – The purpose of this paper is to report a case study analysis of the major retail loyalty scheme, Tesco Clubcard, with a view to exploring how loyalty schemes can be used to add brand value. Design/methodology/approach – The paper provides a literature review that establishes the...

Purpose – This research aims to explore the extent to which pub or bar discount cards that are distributed to students function as loyalty cards, or make a contribution to relationship building. The research also aims to make a contribution to the role of “instant discount” loyalty cards....

It is reasonable to assume that a sense of timelessness and placelessness is particularly likely to be experienced by travelers in transit, involved in international travel between distant places with different time zones. Therefore an examination of the environment in airport departure lounges...

Purpose – This paper's aim is to help hospitality management executives and graduate students to understand and to develop marketing expertise in the small hotel sector. Design/methodology/approach – Case studies for three hotels illustrate some major marketing challenges for the small hotel...

Purpose – Entrepreneurial competencies are seen as important to business growth and success. The purpose of this paper is therefore to undertake a literature review of research on entrepreneurial competence in order to: provide an integrated account of contributions relating to entrepreneurial...

Discusses waiting as a part of the service experience, and thus its influence on customer satisfaction. Explains how to distinguish satisfaction and its role in determining customers’ future attitudes. Examines how to manage the waiting experience via two case studies, and concludes that...

Against the changing perceptions of the nature of the customer experience in museums, this article seeks to explore aspects of the total customer experience in museums, initially through two simple case studies, and subsequently by identifying some of the factors that might influence the...

Knowledge management and relationship marketing are two significant management paradigms, but they emerge from distinct disciplinary traditions. Communication is at the heart of both paradigms, and concepts such as online communities, trust, knowledge sharing, loyalty and commitment are to be...

Considers the potential use of spreadsheets as decision‐support systems (DSS). Commences by considering the nature of DSS and the advantages and disadvantages of spreadsheets as DSS, and then proceeds to consider and illustrate some of the models that can be easily built with modern...