...Jamie Burton; Linda Nasr; Thorsten Gruber; Helen L. Bruce Purpose This paper aims to outline the purpose, planning, development and delivery of the “1st Academic-Practitioner Research with Impact workshop: Customer Experience Management (CEM) and Big Data” held at Alliance Manchester Business...

...Lloyd Harris; Rebekah Russel‐Bennett; Ray Fisk; Stephen Grove; Lloyd C. Harris; Dominique A. Keeffe; Kate L. Daunt; Rebekah Russell‐Bennett; Jochen Wirtz Purpose The purpose of this paper is to highlight important issues in the study of dysfunctional customer behavior and to provide a research...

... Research Discount pricing USA Korea Discount stores are experiencing significant growth. In the USA, the full‐line discount store sector grew from about $2 billion in sales in 1960 to over $175 billion in 1999 with an increasing share of the retail market (Chain Store Age, 1999). In 2000...

... implications for services marketers and directions for further research. Customer service Research Service quality Services marketing VOLUME 7 NUMBER 4 1993 Mood and the Service Customer REVIEW AND PROPOSITIONS Patricia A. Knowles, Stephen J. Grove and Gregory M. Pickett Mood effects on consumer...

...Michael D. Richard; Arthur W. Allaway Addresses two shortcomings of service quality empirical research. Investigates the importance of service quality as a predictor of actual choice behaviour and examines the importance of process and outcome quality attributes as predictors of choice. Uses...