The biotechnology industry is likely to play a vital role in the future economicprosperity of the United Kingdom, and, as a result, is an important target of UKnational, regional and local government economic policy. This briefing examinesthe characteristics of the sector by looking at 165...

Purpose – The purpose of this paper is to deconstruct a growing area in marketing theory. It aims to critically examine the principles of relationship marketing as found in the literature and suggest opportunities for future conceptual maturation. Design/methodology/approach – The conceptual...

Purpose – In the last ten years, businesses taking advantage of market deregulation, call‐centre, intranet and internet technology have broken traditional marketing norms and path‐dependent customer management practices. These businesses offer substantially lower prices and good customer...

Purpose – The role of call-centres during service recovery has attracted much attention in research. However, marketers know less about controlling customers during recovery interactions and consequences of such control. In order to address this gap and empirically ascertain whether service...