... case study Customer relations It is widely accepted in the literature that the key to retailing is to understand one's customers (Grewal et al., 2009). In a time of unprecedented retail change and turbulence were customers are constantly adapting their consumption behaviour (Sands...

... of a loyalty program. Resistance to change was conceptualized based on two facets (Crosby and Taylor, 1983 ; Pritchard et al., 1999): Hye‐Young Kim can be contacted at: hykim@umn.edu © Emerald Group Publishing Limited 2012 Consumer relationship proneness Customer relations...

... of complaints to the strategic management process. © Emerald Group Publishing Limited 2010 Complaints Customer relations Customer satisfaction Compensation Denmark Sweden As a response to being more consumer oriented, many authors have investigated various consumer complaint processes...

... obtain by being loyal to their service providers (Gwinner et al., 1998 ; Reynolds and Beatty, 1999 ; Hennig‐Thurau et al., 2002). Retailing Customer loyalty Customer relations Although there is a wide consensus that commercial relations must be mutually beneficial...

... be increasing reliance on modelled customer and prospect data? There are several reasons. © Emerald Group Publishing Limited 2006 Customer relations Customer loyalty Customer information Direct marketing Take the issue of retail loyalty schemes. These now proliferate, with most multiples...

... Publishing Limited 2005 Electronic commerce Shopping Customer relations The future growth of online retailing seems optimistic, as an increasing number of consumers worldwide are using the internet to shop for products (Ernst and Young, 2001). In the US, online retail sales are expected...

... consumer behaviour. © Emerald Group Publishing Limited 2005 Brands Loyalty schemes Customer relations Supermarkets The technology of loyalty cards allows retailers to transform cold data on consumer behavior into warm relationships and eventually into a genuine customer loyalty...