Industrial Management & Data Systems: Volume 82 Issue 9/10

Customer Service: A Tool of Marketing?

Gordon Wills

Many companies have no customer services objectives or strategies and the service performance received by customers is ample evidence of this fact. Companies which formalise their…

Japanese Quality Systems from a Marketing Viewpoint

William A. Mahon, Richard E. Dyck

In the decade after the end of World War II, Japan commenced a new kind of invasion of the West. Japanese companies, trade associations and government organisations began to send…

ON THE FRINGE

There are five basic questions to ask in planning a conference: Why are we holding a meeting; what do we want to achieve; who should attend; when will the meeting be held; where…

International Marketing Research— Effective Use of Secondary Sources

D. Jobber

British firms are fortunate in having access to a plethora of information regarding markets and marketing activities in overseas countries. And yet, there are always nagging…

Psychological Attributes of Mergers — Part 2

Nicholas A.H. Stacey

The merger brokers' task is to use his skills so as not to allow superficial attitudinising by the negotiating parties to solidify into rigid postures; because if they do, that is…

Risks and Insurance Cover — a New Attitude Needed

James Tye

Risk management has outgrown its insurance origins and must become more professional in the present and future harsh economic climate. Britain's Association of Insurance Risk…

Computerising Small to Medium‐size Companies Today

Roger Smith

Today's computer jungle is a direct victim of the curious and inexplicable need to preserve the mystique of any business operation by shrouding it in a wealth of abbreviations…

Cover Story

The essence of air travel is speed. Consequently, air passengers expect speedy, as well as reliable, service. With passenger aircraft developing into larger machines, more…