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© 2006

Customer Loyalty

A guide for time travelers

  • Authors
Book

Table of contents

  1. Front Matter
    Pages i-xv
  2. Sionade Robinson, Lyn Etherington
    Pages 1-21
  3. Sionade Robinson, Lyn Etherington
    Pages 22-46
  4. Sionade Robinson, Lyn Etherington
    Pages 47-71
  5. Sionade Robinson, Lyn Etherington
    Pages 72-93
  6. Sionade Robinson, Lyn Etherington
    Pages 94-106
  7. Sionade Robinson, Lyn Etherington
    Pages 107-124
  8. Sionade Robinson, Lyn Etherington
    Pages 125-146
  9. Sionade Robinson, Lyn Etherington
    Pages 147-157
  10. Sionade Robinson, Lyn Etherington
    Pages 158-167
  11. Sionade Robinson, Lyn Etherington
    Pages 168-169
  12. Back Matter
    Pages 170-174

About this book

Introduction

The authors argue that the best strategic approach for a company or organization is to regard customer loyalty as a continuing response to changes in society and that this perspective is often neglected in favour of shorter term considerations. They present a new approach that builds upon social and economic research to provide practical guidelines.

Keywords

brand organization service

About the authors

SIONADE ROBINSON is co-founder of the services excellence consultancy, Cape Consulting. She holds a doctorate in Systems Sciences and has worked for the global workplace learning consultancy, the Forum Corporation as well as setting up a research team at Cass Business School to study ways of developing service strategies to improve customer satisfaction. She works with all industries, particularly financial services, professional services and the leisure industry.

LYN ETHERINGTON is co-founder of the services excellence consultancy, Cape Consulting. She worked previously as Marketing Director at Granada and as a consultant to banks and financial institutions in northern Europe. She has particular experience working in banking and financial services sectors as well as other consumer and business to business markets, including professional services, IT and leisure.

Bibliographic information

  • Book Title Customer Loyalty
  • Book Subtitle A guide for time travelers
  • Authors S. Robinson
    L. Etherington
  • DOI https://doi.org/10.1057/9780230513037
  • Copyright Information Palgrave Macmillan, a division of Macmillan Publishers Limited 2006
  • Publisher Name Palgrave Macmillan, London
  • eBook Packages Palgrave Business & Management Collection Business and Management (R0)
  • Hardcover ISBN 978-1-4039-9763-0
  • Softcover ISBN 978-1-349-54643-5
  • eBook ISBN 978-0-230-51303-7
  • Edition Number 1
  • Number of Pages XV, 174
  • Number of Illustrations 0 b/w illustrations, 0 illustrations in colour
  • Topics Management
    Marketing
  • Buy this book on publisher's site
Industry Sectors
Pharma
Automotive
Chemical Manufacturing
Biotechnology
Finance, Business & Banking
Consumer Packaged Goods
Engineering

Reviews

'Robinson and Etherington provide a fascinating look back at the history of loyalty. They also give tips about how to build and sustain it.' - Justin Keay, European Business