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Browsing by Author "Clark, Moira"

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Achieving Excellence in Customer Relationship Management

Clark, Moira; McDonald, Malcolm; Smith, Brian (School of Management, Cranfield University, 2002-12)

This report covers the work of the Cranfield CRM Research Formn for the first year of its operation Directed and funded by a group of organisations across many sectors, the goals of the Forum are to enable excellence in ...
Consumer-to-consumer interpersonal relationships in electronic community : a 'digital' exploration of conceptions, attributes, consequences and personal values in a major UK sporting organisation

Hair , N (Cranfield University, 2004-10)

This doctoral thesis examines the conceptions of interpersonal relationships in a major UK sporting organization's electronic community (MUSO). Focusing on one text-based bulletin board, the research explores the meanings ...
Customer experience quality: an exploration in business and consumer contexts using repertory grid technique

Lemke, Fred; Clark, Moira; Wilson, Hugh (Springer Science Business Media, 2011-09-08)

This study proposes a conceptual model for customer experience quality and its impact on customer relationship outcomes. Customer experience is conceptualized as the customer's subjective response to the holistic direct ...
How companies use customer insight to drive customer acquisition, development and retention

Bailey, Christine R. (Cranfield University, 2008-06)

In theory, Customer Relationship Management (CRM) technology and processes should help firms to identify the ‘right’ customers, understand their needs, predict their behaviour and develop tailored propositions. Yet ...
The relationship between employees' perceptions of organisational climate and customer retention rates in a major UK retail bank

Clark, Moira (Cranfield University, 2000-06)

There has been increasing interest in the field of customer retention in the last two decades. Much of that interest has focused on the economics of customer retention and developing plans and strategies for companies ...
The relationship of personal values to management behaviours and performance in the tenanted pub estate of a UK Regional Brewer

Wood, A. (Cranfield University, 2007-09)

The aim of this research was to explore the role of personal values and their relationship to the management behaviour and performance outcomes of multiple small, UK licensed on-trade, businesses. Few studies of this ...
Segmentation and customer insight in contemporary services marketing practice: why grouping customers is no longer enough

Bailey, Christine R.; Baines, Paul R.; Wilson, Hugh; Clark, Moira (Westburn Publishers, 2009-04-10)

The bulk of market segmentation literature has concerned the generation of segments, with far less attention on what segmentation is used for - particularly surprising given the common speculations that the role ...

Browsing by Author "Clark, Moira"

Browsing by Author "Clark, Moira"

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