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  • 1
    Electronic Resource
    Electronic Resource
    Product searching with shopping bots (2000)
    Bingley : Emerald
    Internet research 10 (2000), S. 203-214 
    Details
    ISSN: 1066-2243
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Computer Science
    Notes: Shopping bots are an important new innovation which support consumers with the product search and identification stage in e-shopping. This paper reviews the search facilities offered by shopping bots. A number of shopping bots that include books in their product range, have been visited with a view to analysing their search facilities. Using trial searches for three different best-selling books, title, author, and keyword search facilities available in a number of bots were further investigated. Finally the output from the search in terms of the number of items, and suppliers identified, and the price, was analysed. The effectiveness of bots does not only depend upon search facilities but also depends upon product coverage, and other added value features such as publisher and consumer reviews. Consumer search behaviour, in general, and the way in which consumers will use shopping bots are fruitful areas for further research.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/10662240010331957
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  • 2
    Electronic Resource
    Electronic Resource
    Disloyalty: a closer look at non-loyals (2000)
    Bradford : Emerald
    Journal of consumer marketing 17 (2000), S. 538-547 
    Details
    ISSN: 0736-3761
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Seeks to revisit the theoretical basis for the concept of loyalty through a consideration of the state of "no loyalty", which we term "disloyalty". This category is present in the model proposed by Dick and Basu, but is seen to be of less interest than other categories. Here we argue that a more analytical approach to this category might provide a unique insight into loyalty behaviours, but specifically might aid an understanding of the nature of the challenge associated with widening the loyal customer base. We propose the following categories of disloyals: disturbed, disenchanted, disengaged and disruptive. These four categories can be mapped onto a grid with attitudinal and behavioural dimensions. The characteristics of each of these groups are outlined. Segmentation on the basis of these different types of disloyalty could have implications for marketing strategies. The relationships between the different categories of disloyals and Dick and Basu's categories of loyals may be important in mapping the development of customer relationships. Finally, proposals are made for further research.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/07363760010349948
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  • 3
    Electronic Resource
    Electronic Resource
    Kiosks in retailing: the quiet revolution (2003)
    Bingley : Emerald
    International journal of retail and distribution management 31 (2003), S. 329-339 
    Details
    ISSN: 0959-0552
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Kiosks have the potential to be a significant application of information technology in retailing, information provision and service delivery. This article discusses and analyses the application of kiosks as a channel for in-store service delivery. For these kiosks a taxonomy that characterises kiosks by their function - inform, interact, transact and relate - is proposed. Eight case study examples of in-store kiosks are analysed in using a framework that includes environment, task, audience, and technology. Included are kiosks used by Halifax, Daewoo, Argos, Ikea, Debenhams, GNER, Sainsburys and Boots. Both the taxonomy and the framework provide a basis for further analysis of the role of kiosks in service delivery, by allowing analysis and discussion of individual kiosks to be contextualised within a wider framework.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09590550310476060
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  • 4
    Electronic Resource
    Electronic Resource
    Measuring total customer experience in museums (1999)
    Bingley : Emerald
    International journal of contemporary hospitality management 11 (1999), S. 303-308 
    Details
    ISSN: 0959-6119
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Against the changing perceptions of the nature of the customer experience in museums, this article seeks to explore aspects of the total customer experience in museums, initially through two simple case studies, and subsequently by identifying some of the factors that might influence the customer experience. A methodology using walk-through audits is proposed for monitoring the total customer experience. This methodology has the following stages: building a typical customer profile, designing walk through audit frames, executing audit frames, analysing the data from frames, introducing any recommended changes to the strategic plan, and modifying frames to reflect changes. This methodology offers an important approach to the evaluation of the total customer experience, which encompasses consideration of the way in which the variety of individual service exchanges come together to provide an integrated experience.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09596119910281801
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  • 5
    Electronic Resource
    Electronic Resource
    Creating a learning organisation in higher education (1998)
    Bingley : Emerald
    Industrial and commercial training 30 (1998), S. 16-19 
    Details
    ISSN: 0019-7858
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: The need for organisations to survive in a changing environment has led to the development of the concept of the learning organisation. A learning organisation is an organisation that facilitates learning for all of its members, and thereby continuously transforms itself. The organisation needs to create a climate in which experiential learning is managed effectively throughout the workplace, and in which individual learning is harnessed to achieve organisational learning. In higher education institutions, although they may have a learning culture, the creation of a learning organisation is dependent on embedding learning in the management processes of the organisation by extending the focus on learning from the classroom and the research laboratory to the wider organisation, so that the organisation creates and disseminates knowledge that informs the development of the organisation. The article considers the nature of a learning organisation, and how such an organisation might be created, in the context of higher education.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/00197859810197708
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  • 6
    Electronic Resource
    Electronic Resource
    Loyalty, the Internet and the weather: the changing nature of marketing information systems? (1999)
    Bingley : Emerald
    Management decision 37 (1999), S. 514-519 
    Details
    ISSN: 0025-1747
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: The use of IT in the customer service transaction has revolutionised the potential for data collection associated with customers and transactions. Two key tools in this transformation are loyalty cards and electronic or e-shopping over the Internet. How can the customer and transaction data collected through these arenas be fully utilised? This article reviews the development of the significance of customer databases in marketing. It then considers the fundamental marketing questions, and contributions of the different types of marketing information systems. Loyalty cards and e-shopping can be used to provide answers to some of the fundamental marketing questions, and also to provide input to each of the different types of marketing information systems. Loyalty cards are part of a service experience which is facilitated by information technology, whereas in e-shopping the human service agent is supplanted by the computer. In both contexts, data may be gathered as part of the transaction. These data can be used to inform operational, tactical and strategic decision making, and, in general, the development of the relationship with the customer.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/00251749910278032
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  • 7
    Electronic Resource
    Electronic Resource
    The evolution of internet business strategy: The case of UK estate agency (2005)
    Bingley : Emerald
    Property management 23 (2005), S. 217-226 
    Details
    ISSN: 0263-7472
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Purpose - This paper aims to examine the estate agency sector as a case study of an industry sector in which the internet business model has evolved from experimental dot.com towards the integrated use of the internet to enhance service delivery. Design/methodology/approach - Data are collected by visiting a range of property related sites, including property portals and the sites of individual estate agents. The focus is on UK property sites, but some comparisons are made with US sites. The services offered by property portals are discussed and used to illustrate the potential role of the internet in estate agency. Findings - Portals provide content in the form of information, advice and news, links to other businesses including individual estate agency chains, search facilities, and opportunities for registration which support personalisation of communication with customers. Individual estate agency chains generally have less developed, but adequate, web sites. The sector is described as having evolved through the three stages of experimentation, promotion, customer service, and, for the future, the final stage of optimal integration of the internet into business functions is on the horizon. Originality/value - Building on an earlier model of the strategic development of e-business, a four-stage model of the evolution of internet estate agency is proposed, which includes experimentation, promotion, customer service, and integration. Research and development agendas associated with this final stage, integration, are identified.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/02637470510603556
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  • 8
    Electronic Resource
    Electronic Resource
    Loyalty kiosks: making loyalty cards work (2000)
    Bradford : Emerald
    British food journal 102 (2000), S. 390-398 
    Details
    ISSN: 0007-070X
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Agriculture, Forestry, Horticulture, Fishery, Domestic Science, Nutrition
    Notes: Loyalty cards have become a popular strategy among retailers for collecting information about customer purchases and for offering "'reward points" and other promotions. Many commentators have, however, been skeptical about the value of loyalty cars and, in particular, their ability to cultivate and promote the attitudes and behaviour associated with loyalty. This case study-based article describes a new application of loyalty cards, which is being piloted in selected Sainsbury's stores. Loyalty cards are swiped through a slot in a public access kiosk, located in store, to provide customer access to a range of selected benefits. These benefits include recipes, special reductions, information on videos, and other customer service options. The customer selects options by choosing from a simple touch screen. Special offer coupons or recipes are printed on small pieces of paper. Is this new application the basis for an enhanced role for loyalty cards? The article argues that this potential will only be realised if loyalty cards can become an integral part of the relationship with the customer, and cease to be no more than an "'add-on".
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/00070700010329236
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  • 9
    Electronic Resource
    Electronic Resource
    Online branding: the case of McDonald's (2004)
    Bradford : Emerald
    British food journal 106 (2004), S. 228-237 
    Details
    ISSN: 0007-070X
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Agriculture, Forestry, Horticulture, Fishery, Domestic Science, Nutrition
    Notes: This article explores the approaches to the delivery of brand messages through a Web site, taking one of the leading brands, McDonald's, as a case study. The role of brands and branding in the new economy that is characterised by digitisation and globalisation is attracting considerable attention. McDonald's recent "I'm lovin' it" campaign, is being integrated through every element of the business, including its Web site; this campaign therefore presents a useful opportunity to analyse the contribution of the Internet channel to brand building. This case study analysis is conducted on two levels: how the Web site elements are enlisted to reinforce brand messages, and overarching brand strategy themes such as glocalisation, community and channel integration. Further research and development on online branding needs to explore effective strategies for integration of online branding with branding through other channels, and opportunities that the Internet offers for both e-service and brick service companies for building customer relationships and communities.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/00070700410528808
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  • 10
    Electronic Resource
    Electronic Resource
    Beds, insurance and coffee - a complete retail experience from Tesco online (2003)
    Bradford : Emerald
    British food journal 105 (2003), S. 274-278 
    Details
    ISSN: 0007-070X
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Agriculture, Forestry, Horticulture, Fishery, Domestic Science, Nutrition
    Notes: Tesco online (tesco.com) has developed a sophisticated and extended shopping experience which sets new standards for retailing. This article presents a brief case study of the Tesco online shopping experience in order to illustrate the way in which the online shopping channel can be engaged to extend the offering to the customer. The Tesco homepage offers access to two categories of products: those delivered from store, and those delivered from a warehouse. The shopping experience is supported by good dialogue design and the availability of a range of effective navigation devices designed specifically to support the type of regular shopping trip that supermarket customers can be expected to make. In online supermarket retailing delivery is separated from selection and payment and can be viewed as a distinct component of the service experience. You and Your Child is an interactive online magazine that provides both information and access to the online community supported through iVillage.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/00070700310477068
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