...James L. Heskett Research suggests that while customer satisfaction and loyalty provide a foundation for high levels of customer lifetime value, they support a range of customer behaviors with widely varying values, characterized by mere loyalty (repeat purchase), commitment (willingness to refer...

...Dag Ingvar Jacobsen Puts the focus on the possible relations between part‐time work and organisational commitment. An empirical study, using data from ten Norwegian institutions caring for the elderly, concludes that part‐time work has both direct and indirect effects on different types...

...Trevor Richards Begins by defining the conversion model ‐ a model used as a marketing tool to identify commitment to different brands of goods or services. Argues that there is a difference between committed and uncommitted customers which is not related to service quality and that this makes...

... customer service in order to remain competitive. Learning is taking on strategic importance. Demand for customer service training is higher than ever before. Such extraordinary commitment can be elicited only in the context of a corporate culture that emphasizes caring about employees and sharing...

...R. Courtney Considers how an organisation decided a quality approach was needed to help it achieve its strategicobjectives. Suggests a number of steps for implementing a quality programme: research, action, building commitment, overcoming difficulties, and maintaining continuous improvement. Offers...

...Paul Davies Reviews the issues of commitment when in the throes of a quality improvement process, concentrating on the way in which the management team can spread enthusiasm to everyone else. Outlines the main “commitment” problems as distractions, impatience and the non‐commitment of others...