As the price competition gets fiercer among the large discount stores recently, there have been many changes in the market, such as the market expansions through M&A and super supermarket (SSM) business models. A new business model for the large discount stores and its efficient operation is...

Examines the productivity performance of the wholesale and retail trade sectors in light of their significant contribution to Australia’s record productivity performance in the 1990s. Fundamental changes in the nature and operations of wholesale trade, in particular, have brought marked...

The market segmentation concept, which aims at meeting the specific needs of different customer groups, has been part and parcel of marketing science for many years. Primarily the technical literature focuses on the different ways of creating segments. Up till now, the way in which companies...

Customer gratitude represents the emotional core of reciprocity and plays a key force in developing and maintaining successful seller–buyer relational exchanges. Based upon personal interviews with 239 members of loyalty card programs of a department chain store, this study shows that...

Based on the observance that rivalry among retailers has increased sharply in recent decades, with a growing number of stores and consequently more options for consumers, the aim of this study was to discover what attributes are valued by consumers in their choices on where to shop. The specific...

Despite making significant investments in enhancing the customer service experience, long-term customer loyalty remains an elusive dream for many service providers. Particularly in the telecommunications industry, switching providers even from within continuous contract relationships is easy and...

This working paper explores affective, cognitive, conative and action consequences of customer satisfaction focusing on the dimensionality of responses to satisfaction and their interrelations. For the purpose of the present working paper, affective, cognitive, conative and action consequences...