This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb014393. When citing the article, please…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb014393. When citing the article, please cite: Peter Gilmour, George Borg, Peter A. Duffy, Nigel D. Johnston, B.E. Limbek, Michael R. Shaw, (1976) “Customer Service: Differentiating By Market Segment”, International Journal of Physical Distribution, Vol. 7 Iss: 3, pp. 141 - 148.
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb014393. When citing the article, please…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb014393. When citing the article, please cite: Peter Gilmour, George Borg, Peter A. Duffy, Nigel D. Johnston, B.E. Limbek, Michael R. Shaw, (1976) “Customer Service: Differentiating By Market Segment”, International Journal of Physical Distribution, Vol. 7 Iss: 3, pp. 141 - 148.
Peter Gilmour, George Borg, Peter A. Duffy, Nigel D. Johnston, B.E. Limbek and Michael R. Shaw
Most companies establish customer service policies which are then uniformly applied to all customers with the possible exception of providing superior service to the few largest…
Abstract
Most companies establish customer service policies which are then uniformly applied to all customers with the possible exception of providing superior service to the few largest customers. In this article the service provided by the major suppliers in the scientific instrument and supplies industry in Australia is examined. This is contrasted to the service requirements of their customers in toto and by segment. Considerable differences were found between the service provided and the service required. Also service requirements differed significantly between customer segments. Competitive advantage can be obtained by the supplier providing differential service levels by customer segment.
In June 2016, a clear majority of English voters chose to unilaterally take the United Kingdom out of the European Union (EU). According to many of the post-Brexit vote analyses…
Abstract
In June 2016, a clear majority of English voters chose to unilaterally take the United Kingdom out of the European Union (EU). According to many of the post-Brexit vote analyses, the single strongest motivating factor driving this vote was “immigration” in Britain, an issue which had long been the central mobilizing force of the United Kingdom Independence Party. The chapter focuses on how – following the bitter demise of multiculturalism – these Brexit related developments may now signal the end of Britain's postcolonial settlement on migration and race, the other parts of a progressive philosophy which had long been marked out as a proud British distinction from its neighbors. In successfully racializing, lumping together, and relabeling as “immigrants” three anomalous non-“immigrant” groups – asylum seekers, EU nationals, and British Muslims – UKIP leader Nigel Farage made explicit an insidious recasting of ideas of “immigration” and “integration,” emergent since the year 2000, which exhumed the ideas of Enoch Powell and threatened the status of even the most settled British minority ethnic populations – as has been seen in the Windrush scandal. Central to this has been the rejection of the postnational principle of non-discrimination by nationality, which had seen its fullest European expression in Britain during the 1990s and 2000s. The referendum on Brexit enabled an extraordinary democratic vote on the notion of “national” population and membership, in which “the People” might openly roll back the various diasporic, multinational, cosmopolitan, or human rights–based conceptions of global society which had taken root during those decades. This chapter unpacks the toxic cocktail that lays behind the forces propelling Boris Johnson to power. It also raises the question of whether Britain will provide a negative examplar to the rest of Europe on issues concerning the future of multiethnic societies.
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Colin Armistead, Robert Johnston and Nigel Slack
An attempt is made to define productivity in the context of service operations. In so doing some of the difficulties in relating this term to service are explored. The main part…
Abstract
An attempt is made to define productivity in the context of service operations. In so doing some of the difficulties in relating this term to service are explored. The main part of the article takes a strategic approach and identifies three key strategic determinants of service productivity; volume, variety and variation. These terms are explained and their impact on productivity is illustrated in three short case studies.
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Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some…
Abstract
Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some legal aspects concerning MNEs, cyberspace and e‐commerce as the means of expression of the digital economy. The whole effort of the author is focused on the examination of various aspects of MNEs and their impact upon globalisation and vice versa and how and if we are moving towards a global digital economy.
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In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of…
Abstract
In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of material poses problems for the researcher in management studies — and, of course, for the librarian: uncovering what has been written in any one area is not an easy task. This volume aims to help the librarian and the researcher overcome some of the immediate problems of identification of material. It is an annotated bibliography of management, drawing on the wide variety of literature produced by MCB University Press. Over the last four years, MCB University Press has produced an extensive range of books and serial publications covering most of the established and many of the developing areas of management. This volume, in conjunction with Volume I, provides a guide to all the material published so far.
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Lorraine Johnston, Sarah Robinson and Nigel Lockett
This paper aims to stimulate debate among academic and policymaking communities as to understanding the importance of social processes and open innovation contexts within existing…
Abstract
Purpose
This paper aims to stimulate debate among academic and policymaking communities as to understanding the importance of social processes and open innovation contexts within existing models of knowledge transfer and exchange (KTE) between higher education institutions (HEIs) and industry.
Design/methodology/approach
This research was conducted through a number of case studies connected to UK HEIs and through extensive interviews with representatives of HEI, industry and policy makers over a two‐year period.
Findings
The results confirm that social processes are often under‐explored in collaborative HEI‐industry settings. The study identified seven emerging themes which are important to HEI‐industry relationships: the importance of network intermediaries; flexibility, openness and connectivity of network structures; encouraging network participation; building trust in relationships through mutual understanding; active network learning; strengthening cooperation through capacity building; and culture change.
Practical implications
This research raises implications for policymakers and practitioners engaged in developing KTE collaborative activities. The paper argues for greater attention to be placed upon the social processes that affect collaborative innovation and working. Policymaking in particular needs to take account of these processes as they are neither easy to establish nor sustain.
Originality/value
The paper contributes to the literature on HEI‐industry interactions for enhanced KTE activity and partnership working which demonstrates value to wider scholarly and practitioner readership. In the context of “open innovation”, the paper argues in favour of greater attention to be paid to the social processes involved in engaging HEI academics with industry professionals. Moreover, the paper further contributes to wider perspectives on the importance of international HEI‐industry research activities.