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Authority control is one of the methods designed to maintain the quality and integrity of the catalogue as a bibliographic tool, bringing together the variant forms of the same material, the same author and the same subject. A controlled subject heading structure makes it possible to effect a comprehensive search, as does name authority control, thereby enabling the patron to receive full information about the actual holdings of the library. The paper discusses the planning for and ultimate use of the CD‐MARC Subjects in the Library of the University of Botswana. The Library of Congress Subject Headings (LCSH) is the controlled vocabulary used in assigning subject headings in the Library. The Library realised the desirability to control the subject heading files in the automated system to ensure integrity of the files and opted to do this using the CD‐MARC Subjects. The structure of the records of the CD‐MARC Subjects was mapped to corresponding fields in the thesaurus structure of our system software, TINlib, and made available to our vendor. The thesaurus structure has provision for references and notes associated with subject headings including use, use for (UF), see also broader terms (BT), see also narrower terms (NT), see also related terms (RT), and scope note. Our approach to references that could lead to blind alleys is to print out each 360 field in the database and enter the headings given as examples as thesaurus terms. These terms would automatically have postings assigned to them. The contents of the relevant records in the CD‐MARC Subjects were to be imported as is without change of punctuation pattern. A profile was subsequently written that enables the downloading of terms that are connected to documents in our database. The additional advantage of this is that the thesaurus will not be overloaded with terms that have no documents attached to them. The profile has been tested and a little refinement was found to be necessary. Ultimately, the effort would allow for consistency in subject control, efficiency of search, improved precision and recall, and a reliable database. Our experience should be useful to others anticipating the use of CD‐MARC Subjects or other CDROM‐based authority control tools.

Bank marketers are making considerable efforts to increase the satisfaction of their commercial customers because satisfied customers are known to display higher levels of source loyalty and to be less vulnerable to the marketing efforts of competitors. A third reason is to create positive word‐of‐mouth among their peer and advisory communities. This study by telephone interview of 325 medium‐sized business owners in the USA shows that positive word‐of‐mouth is a powerful factor in the purchase of financial services but is less effective in predicting eventual service satisfaction.

The paper deals with succession processes in tourism family enterprises. Beginning with a literature review on succession in family firms, the paper focuses on the motivation structure of successors and his/her perceived problems associated with succession in family enterprises. A survey carried out in the Italian Alps during 2003 analyses ex‐post evaluations of succession processes by successors. In a first attempt, the author establishes the importance of family business succession research in terms of the available literature. Relevant succession models to be found in the social sciences literature are discussed in order to deduce relevant research questions for the empirical study at hand. The focus of the paper is an analysis of success in family firms succession processes, based on varying motivation structures (factors) of the successor.

Although it is well established in the academic literature that entrepreneurs share common traits, there has been limited research dedicated to evaluating psychographic profiles of the self-employed. Using the Nominal Group Technique, the authors gleaned insight from a panel of experts in an effort to segment the self-employed based on personality traits and the benefits they receive from an entrepreneurial career. The findings show that self-employed individuals can be classified into four distinct segments: Exemplars, Generals, Moms and Dads, and Altruists. Each group derives different benefits from self-employment. Understanding these benefits can greatly assist entrepreneurship educators and marketers of small business oriented products and services.

To date, cause-related sport marketing (CRSM) has not received much academic attention. However, it is particularly relevant given recent estimates on the amounts that will be spent on cause-related efforts in 2002. Therefore, the purpose of this article is to set forth a framework for managing cause-related sport marketing programs. The framework is derived using both past research on causerelated marketing and branding theory. It theorizes the necessary conditions that must be present if the CRSM program is to result in the intended outcomes of 1) enhanced brand image, 2) enhanced brand loyalty and 3) consumer brand switching.

Examines existing models of buyer behaviour and evaluates their relevance to financial services in the light of the specific characteristics of the sector and its products. Reviews empirical work relating to both personal and corporate buying behaviour and suggests the IMP framework as a basis for future conceptual work because of its emphasis on the relationships and interactions in the buying process.

Demonstrates that quantity of provider/customer interaction – specifically interaction intensity and information intensity – is associated both with satisfaction and repurchase intentions, by studying 224 high net worth buyers of two banking services. Lends additional support to the field of interactive marketing.

Customer satisfaction is a significant issue for most marketers. Previous research has identified various factors that determine customer satisfaction in retail banking sector in Western countries. The current paper reports findings from a survey, which looked into determinants of customer satisfaction in the retail banking in Pakistan. A total of 300 questionnaires were randomly distributed to customers of a specific bank in Pakistan. Results indicate that there was a strong relationship between service quality and customer satisfaction. There was, however, no relationship between customer satisfaction and tangible aspects of the service environment. The paper discusses implications for bank management.

Owner‐managers of small businesses invariably cite word of mouth recommendations as the principal way in which they attract new customers. Marketing theory is under‐developed in this field with little empirical evidence about the recommending behaviour of small business customers and referral groups. The case study of an independent health club reported here illustrates how these processes can be researched and the results used to influence word of mouth recommendations. The owner‐manager of the club carried out some basic research on his customer base in order to identify the types of members who were most active in recommending the club, and the stimuli that led to recommendations being made. A key finding was that newer members were more likely to recommend than those who had been members for some time, contradicting the implications of relationship marketing theories that long standing customers generate most recommendations. Membership more than doubled following a number of activities designed to increase recommending behaviour. The most important stimuli to recommendations were believed to be involvement with the club, incentives and experiential factors. The case study indicates that word of mouth strategies benefit from research to find out which customers are recommending the business, what they are recommending about the business and what prompts them to do so.

Boosting productivity in the service sector is a key priority for promoting long-term growth. To have customers perform certain tasks normally undertaken by employees is an important means to improving productivity. Technological innovation has influenced business practices for several decades and many service firms, including sports service firms, are now utilising technology extensively to reduce the use of labour. This study investigates how the user's perception of technology-based self-service (TBSS)affects customer productivity and how the customer productivity evaluated by TBSS influences the customer's intentions to reuse in relation to a virtual golf simulator - a successful and seriously played game in Korea.