Purpose – The paper aims to examine the mediating role of relationship quality in the relationship between organisational capabilities and business performance in palm oil processing companies in Malaysia. Design/methodology/approach – The study used a mail survey and achieved a final sample...

Concessionaires(shops‐within‐shops) have long been a feature of the department store and more recently of the “superstore”. This article examines the use by two major retailers, Tesco and Debenhams, of concessionaires as a strategic option, to create “breathing space” for themselves...

Reports on research into the payments markets of both Australia and the UK, in the context of the concept of relationship marketing. It compares the evolution of the various types of payment; cash, paper cheques, debit and credit cards and examines the linkages with relationship marketing from...

Aims to expand the traditional view of marketing to include a wider network of actors, all of which have a role to play in executing transactions. Measurement has traditionally been a stumbling‐block: while the importance of actors other than those forming the traditional dyad is accepted, it...

The article is based on both secondary and primary research into the use of plastic payment cards in China. The secondary research offers an understanding of the history and current situation of payment cards in China, whilst the primary research provides insights into the uniqueness of the...

Purpose – The purpose of this paper is to explore the opportunities and challenges for “foreign” financial institutions who wish to enter the Chinese market. It uses the credit card product to illustrate the complexities of this market. Design/methodology/approach – Building on a...

Purpose – This study seeks to examine why most multiple credit cardholders have a “main” card (i.e. a card used more often than others) and “subsidiary” cards (i.e. cards used less often or only in an emergency) and the spending patterns associated with main and subsidiary cards....

Purpose – The purpose of this paper is to present exploratory research into the holding and usage of credit cards by a distinct segment of the Chinese population, who are “early adopters” of this product. Design/methodology/approach – Primary data collection using survey methodology. A...

Purpose – This paper aims to discuss the prevention of complacency regarding payment card fraud, particularly the debit card. Design/methodology/approach – Based on research already carried out on payment card fraud in France, Spain and the UK, the paper extends the analysis of fraud to the...

Purpose – The financial crisis and the subsequent distrust of the existing banks have created an opportunity for new competitors to enter the market for financial services. Organisations from outside banking could use their trusted brands, their stronger grasp of information technology and...