Purpose – The purpose of this paper is to focus on establishing individuals' levels of loyalty and what sustains and develops their customer loyalty. This paper recognises the importance customer loyalty has for many competitive organisations and industries. However there has been less focus...

Purpose – This paper seeks to explore the complex inter‐relationships between the attitudinal and behavioural dimensions of customer loyalty development, by examining the dynamic processes by which customer loyalty is initiated and sustained using a mixed methods approach. In doing so, the...

This text provides an overview of the characteristics and underlying principles of delivering services in today's marketplace, and places these issues in the context of the frameworks and activities of various types of organization, such as financial services, tourism, charities and museums

Purpose – Writing and publishing research is an integral part of any academic's job. It is important for an individual's academic progression and is vital for the development, updating and refinement of teaching materials. This paper aims to focus on the purpose and value of publishing....

Purpose – The purpose of this paper is to report on a study that re‐examines the impact of the internet on small to medium‐sized enterprise marketing activities, following a similar study four years earlier (2000) in order to see what, if any, changes have occurred....

Purpose – Previous research has identified and clarified the nature of innovative marketing in small and medium size enterprises (SMEs), providing a list of key constituent elements. While this list of innovative marketing variables goes some way towards explaining the nature of innovative...

Writing articles is a core activity in an academic's career. The aim of this article is to show prospective writers of an article in EJM how to go about getting published. It emphasises that an EJM article is a part of a conversation with the editors, reviewers and readers. First, the concept of...

Purpose – The purpose of this commentary is to discuss environmental uncertainty and to illustrate the value of scenario planning for small to medium‐sized enterprises (SMEs) operating in a volatile environment. Design/methodology/approach – The literature regarding strategy formulation,...

Purpose – The purpose of this paper was to investigate the concept of innovative marketing and how it manifests itself in the context of small‐to medium‐sized enterprises. Design/methodology/approach – The literature relating to the characteristics of SMEs, and innovative marketing are...