Purpose – The purpose of this paper is to explore the emergence and development of experience stores and to consider their potential role in fostering consumer brand relationships and their impact on the retail landscape. Design/methodology/approach – The paper begins by outlining the...

Reports on a pilot study of the application of statistical process control (SPC) in the staff restaurant at Forte Corporate headquarters, to identify problems of application in the service industry. Finds that process control may have benefits and led to Forte’s more detailed study of a large...

Quality and value are currently convergent concepts in healthcare. The importance of patients as customers has increased the focus on quality management and value delivery. The Queen Elizabeth Hospital in Rotorua is a specialist hospital for rheumatic disease and rehabilitation. It has a clear...

Purpose – The purpose of this paper is to offer an exploratory case study of how the UK’s leading retailers are addressing sustainable consumption. Design/methodology/approach – The paper begins with a discussion of the growing awareness of the importance of sustainable consumption and of...

Cover -- Half Title -- Title -- Copyright -- Contents -- List of figures -- List of tables -- Foreword -- Acknowledgements -- Introduction -- 1 The financial services industry -- 2 The ICT industry -- 3 The automotive industry -- 4 The hotel industry -- 5 The marketing and media industries -- 6...