Is employee morale affecting customer satisfaction and therefore the bottom line? This paper describes a piece of exploratory research carried out in the business‐tobusiness (B2B) sector in the UK to determine whether employee satisfaction does ultimately affect profits. There is a great deal...

This paper summarises the situation regarding the penetration of data warehouses and business intelligence systems in companies across a range of industries in the UK. Data warehouses are being implemented due to the business need for tools within companies today to analyse the increasing...

This is a special issue of QMRIJ whichreflects important aspects of research andbusiness. This special issue has been guestedited from IBM by Professor Merlin Stoneand Julie Abbott. Far reaching advances incommunications and information technologymean that interaction between companies andtheir...

We inhabit a world where communicationsand information technology are now anaccepted part of our lives. The technology isimproving faster and faster with product lifecycles becoming much shorter. How is thataffecting life for the consumer - especiallyyounger people? Many small and...

Consumer knowledge is a very important asset for an organisation. Two types of consumer knowledge have been identified, "knowledge about customers" including customer segments, individual customer preferences, potential customers, and "knowledge possessed by customers" including knowledge about...