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. Insurance company effectiveness under extreme conditions: lessons from a consumer test
Moore D P, Moore J
Group & Organization Management
(USA)
Vol: 20; Issue: 3;
Year: 1995;
Start Page: 355;
No of Pages: 26;
Keywords:
CONSUMER ATTITUDES,
CUSTOMER SATISFACTION,
DISASTERS,
INSURANCE COMPANIES,
ORGANIZATIONAL PERFORMANCE,
SERVICE QUALITY,
Style: Research paper
Content Indicators:
Research Implication - *,
Practice Implication - **,
Originality - **,
Readability - **
ISSN: 1059-6011
Reference: 25AA749
DOI: 10.1177/1059601195203007
2. Customer care at Standard Life Assurance Co. Ltd
Potter D
Managing Service Quality
(UK)
Vol: 5; Issue: 5;
Year: 1995;
Start Page: 16;
No of Pages: 4;
Keywords:
BENCHMARKING,
CUSTOMER SATISFACTION,
CUSTOMER SERVICE,
IMPROVEMENT,
INSURANCE COMPANIES,
STANDARD LIFE,
Style: Case study
Content Indicators:
Research Implication - *,
Practice Implication - **,
Originality - *,
Readability - *
ISSN: 0960-4529
Reference: 25AA219
3. The UAW continues its efforts to improve quality
United Auto Workers
Quality Progress
(USA)
Vol: 29; Issue: 7;
Year: 1996;
Start Page: 62;
No of Pages: 2;
Keywords:
CUSTOMER SATISFACTION,
JOB SECURITY,
MOTOR INDUSTRY,
PRODUCT QUALITY,
TRADE UNIONS,
TRAINING,
USA,
Style: Case study
Content Indicators:
Research Implication - *,
Practice Implication - **,
Originality - *,
Readability - **
ISSN: 0033-524X
Reference: 25AW741
4. Card sharps (IT at J Sainsbury)
Vowler J
Computer Weekly
(UK)
Year: 1996;
Start Page: 24;
No of Pages: 2;
Keywords:
CUSTOMER LOYALTY,
ELECTRONIC POINT OF SALE,
INFORMATION TECHNOLOGY,
SAINSBURY'S,
SUPERMARKETS,
Style: Case study
Content Indicators:
Research Implication - *,
Practice Implication - **,
Originality - **,
Readability - ***
ISSN: 0010-4787
Reference: 25AX696
5. How will the loyalty card evolve now?
Mitchell A
Marketing Week
(UK)
Vol: 19; Issue: 23;
Year: 1996;
Start Page: 20;
No of Pages: 2;
Keywords:
CURRENCIES,
CUSTOMER LOYALTY,
MARKETING STRATEGY,
REGULATIONS,
Style: Viewpoint
Content Indicators:
Research Implication - ***,
Practice Implication - ***,
Originality - ***,
Readability - ***
ISSN: 0141-9285
Reference: 25AX895
6. California's Eureka Award
Richey D
Journal for Quality and Participation
(USA)
Vol: 19; Issue: 4;
Year: 1996;
Start Page: 72;
No of Pages: 4;
Keywords:
AWARDS,
CUSTOMER SATISFACTION,
QUALITY,
USA,
Style: General review
Content Indicators:
Research Implication - *,
Practice Implication - **,
Originality - *,
Readability - **
ISSN: 1040-9602
Reference: 25AX969
7. Quality management practices worldwide: convergence or divergence?
Yavas B F
Quality Progress
(USA)
Vol: 28; Issue: 10;
Year: 1995;
Start Page: 57;
No of Pages: 5;
Keywords:
ASIA,
CUSTOMER SATISFACTION,
ELECTRONICS INDUSTRY,
MANAGEMENT STYLES,
PERCEPTIONS,
QUALITY MANAGEMENT,
USA,
Style: Research paper
Content Indicators:
Research Implication - **,
Practice Implication - *,
Originality - *,
Readability - **
ISSN: 0033-524X
Reference: 25AA313
8. Advanced planning engines break down manufacturing barriers (information technology)
Maynard J
Datamation
(USA)
Vol: 42; Issue: 11;
Year: 1996;
Start Page: 74;
No of Pages: 4;
Keywords:
ADVANCED MANUFACTURING TECHNOLOGIES,
COMPETITIVENESS,
CUSTOMER SATISFACTION,
INVENTORY CONTROL,
MANUFACTURING,
MATERIAL REQUIREMENTS PLANNING,
NEW TECHNOLOGY,
PRODUCTIVITY,
PROFITABILITY,
Style: Case study
Content Indicators:
Research Implication - **,
Practice Implication - **,
Originality - **,
Readability - **
ISSN: 0011-6963
Reference: 25AY290
9. Loyalty reigns in the land of opportunity (customer loyalty)
McKim R
Precision Marketing
(UK)
Vol: 8; Issue: 40;
Year: 1996;
Start Page: 35;
No of Pages: 2;
Keywords:
CUSTOMER LOYALTY,
CUSTOMER RECORDS,
DATABASES,
INCENTIVES,
USA,
Style: Case study
Content Indicators:
Research Implication - **,
Practice Implication - **,
Originality - **,
Readability - **
ISSN: 0955-0836
Reference: 25AY362
10. IS takes charge of customer service!
Varney S E, Fisher S E
Datamation
(USA)
Vol: 42; Issue: 14;
Year: 1996;
Start Page: 46;
No of Pages: 6;
Keywords:
CUSTOMER CARE,
CUSTOMER SATISFACTION,
DATA,
INFORMATION SYSTEMS,
INTERNET,
Style: Case study
Content Indicators:
Research Implication - **,
Practice Implication - ***,
Originality - **,
Readability - **
ISSN: 0011-6963
Reference: 25AY374