Marketing Intelligence & Planning: Volume 20 Issue 6

Researching the social Web: marketing information from virtual communities

Pauline Maclaran, Miriam Catterall

This paper argues that, by focusing on the use of the Internet for one‐to‐one communications, marketers are in danger of ignoring the many‐to‐many communications that are taking…

Service quality in Internet banking: the importance of customer role

Anne J. Broderick, Supattra Vachirapornpuk

One of the key challenges of the Internet as a service delivery channel is how service firms can manage service quality as these remote formats bring significant change in…

Business negotiations in the context of strategic relationship development

Tracy Harwood

Despite a multitude of papers on selling and even negotiation, there has been very limited investigation of what leads to successful negotiation. This paper begins to tackle that…

Competitive intelligence in UK firms: a typology

Sheila Wright, David W. Pickton, Joanne Callow

There is a danger of allowing competitive analysis to receive less than adequate attention in the marketing‐planning process as it is subordinated to a customer‐driven focus…

Lifecycles and crisis points in SMEs: a case approach

Jimmy Hill, Clive Nancarrow, Len Tiu Wright

Reports on a study of the business activities and the emergence of the learning of marketing skills by eight entrepreneurial small businesses: four in the British Isles and four…

An investigation into the overseas market servicing strategies of Queen’s Award for Export winners: revisiting the concentration versus spreading debate

Dave Crick, Robert Bradshaw, Shiv Chaudhry

Although a body of knowledge exists on the areas of both export strategy and competitiveness, empirical data have tended to relate to general industrial surveys rather than…

The state of customer management performance in Malaysia

Michael W. Starkey, David Williams, Merlin Stone

First, this paper explores the many varied, and often confusing, definitions of relationship marketing, customer relationship management (CRM) and customer management (CM). Then…