Key Readings
Article: The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet
These Key Readings are taken from the Emerald Management Reviews Database.
1. Profits in your backyard (customer profitability)
Leszinski R, Weber F A, Paganoni R, Baumgartner T
The McKinsey Quarterly
(USA)
Year: 1995;
Start Page: 118;
No of Pages: 10;
Keywords:
CUSTOMER LOYALTY,
CUSTOMER RELATIONS,
GROWTH,
MARKETING COMMUNICATIONS,
PROFITABILITY,
RETENTION,
Style: Technical paper
Content Indicators:
Research Implication - *,
Practice Implication - ***,
Originality - **,
Readability - **
ISSN: 0047-5394
Reference: 25AG652
2. Loyalty boosters (store loyalty cards)
Burnham A
Accountancy
(UK)
Vol: 117; Issue: 1231;
Year: 1996;
Start Page: 67;
No of Pages: 1;
Keywords:
CUSTOMER LOYALTY,
CUSTOMER PROFILING,
SUPERMARKETS,
Style: Viewpoint
Content Indicators:
Research Implication - *,
Practice Implication - **,
Originality - *,
Readability - ***
ISSN: 0001-4664
Reference: 25AK130
3. The qualitative satisfaction model
Stauss B, Neuhaus P
International Journal of Service Industry Management
(UK)
Vol: 8; Issue: 3;
Year: 1997;
Start Page: 236;
No of Pages: 14;
Keywords:
BANKING,
CONSUMER BEHAVIOUR,
CUSTOMER LOYALTY,
CUSTOMER SATISFACTION,
FINANCIAL SERVICES,
Style: Research paper
Content Indicators:
Research Implication - **,
Practice Implication - **,
Originality - ***,
Readability - **
ISSN: 0956-4233
Reference: 26AY822
DOI: 10.1108/09564239710185424
4. A new angle on car sales (events)
Sumner Smith D
Marketing
(UK)
Year: 1997;
Start Page: 27;
No of Pages: 3;
Keywords:
BRAND VALUATION,
CAR INDUSTRY,
CUSTOMER LOYALTY,
CUSTOMER RELATIONS,
DEALERSHIPS,
SALES METHODS,
SALES PROMOTION,
UNITED KINGDOM,
Style: Viewpoint
Content Indicators:
Research Implication - *,
Practice Implication - **,
Originality - **,
Readability - ***
ISSN: 0025-3650
Reference: 26AY965
5. Do small businesses have to practise marketing to survive and grow?
Hogarth-Scott S, Watson K, Wilson N
Marketing Intelligence & Planning
(UK)
Vol: 14; Issue: 1;
Year: 1996;
Start Page: 6;
No of Pages: 13;
Keywords:
CUSTOMER LOYALTY,
MARKET RESEARCH,
MARKET SEGMENTATION,
MARKETING STRATEGY,
SMALL FIRMS,
START-UPS,
TARGET MARKETS,
UNITED KINGDOM,
Style: Literature review / Research paper
Content Indicators:
Research Implication - ***,
Practice Implication - ***,
Originality - **,
Readability - **
ISSN: 0263-4503
Reference: 25AL056
DOI: 10.1108/02634509610106197
6. Exploring consumer confusion in the watch market
Mitchell V-W, Papavassiliou V
Marketing Intelligence & Planning
(UK)
Vol: 15; Issue: 4;
Year: 1997;
Start Page: 164;
No of Pages: 9;
Keywords:
BRAND IMAGE,
CLOCK,
CONSUMER BEHAVIOUR,
CUSTOMER LOYALTY,
PRODUCT MANAGEMENT,
UNITED KINGDOM,
WATCH MANUFACTURERS,
Style: Research paper
Content Indicators:
Research Implication - ***,
Practice Implication - ***,
Originality - ***,
Readability - ***
ISSN: 0263-4503
Reference: 26AY982
DOI: 10.1108/02634509710185270
7. The principal's and agents' contribution to customer loyalty within an integrated service distribution channel: an external perspective
Andreassen T W, Lanseng E
European Journal of Marketing
(UK)
Vol: 31; Issue: 7;
Year: 1997;
Start Page: 434;
No of Pages: 17;
Keywords:
CUSTOMER LOYALTY,
CUSTOMER SATISFACTION,
NORWAY,
ORGANIZATIONAL STRUCTURE,
SALESFORCE,
SERVICE QUALITY,
Style: Research paper
Content Indicators:
Research Implication - ***,
Practice Implication - **,
Originality - **,
Readability - *
ISSN: 0309-0566
Reference: 26AY806
DOI: 10.1108/03090569710176637
8. Retailing in the electronic age
Redmayne G
Company Accountant
(UK)
Year: 1997;
Start Page: 13;
No of Pages: 3;
Keywords:
CUSTOMER LOYALTY,
MARKETING INFORMATION,
MULTIPLE RETAILERS,
RETAIL TRADE,
STOCK CONTROL,
UNITED KINGDOM,
Style: General review
Content Indicators:
Research Implication - *,
Practice Implication - **,
Originality - *,
Readability - ***
ISSN: 0954-8106
Reference: 26BB177
9. In safe hands (Safeways and IT)
Field C
Computer Weekly
(UK)
Year: 1997;
Start Page: 28;
No of Pages: 2;
Keywords:
COMPUTER TECHNOLOGY,
CUSTOMER LOYALTY,
DATABASE MANAGEMENT,
ELECTRONIC POINT OF SALE,
SAFEWAYS,
SUPERMARKETS,
Style: Case study
Content Indicators:
Research Implication - *,
Practice Implication - *,
Originality - ***,
Readability - ***
ISSN: 0010-4787
Reference: 26BC065
10. Service quality, Disney style
Paton S M
Quality Digest
(USA)
Vol: 17; Issue: 1;
Year: 1997;
Start Page: 24;
No of Pages: 6;
Keywords:
CUSTOMER LOYALTY,
EMPLOYEE DEVELOPMENT,
HUMAN RESOURCE MANAGEMENT,
LEADERSHIP,
RECRUITMENT,
SERVICE QUALITY,
TRAINING,
USA,
WALT DISNEY COMPANY,
Style: Case study
Content Indicators:
Research Implication - *,
Practice Implication - **,
Originality - *,
Readability - ***
ISSN: 1049-8699
Reference: 26BD909