refference+bibliography + appendices

7/30/2019 Refference+Bibliography + Appendices

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Customer Relationship Management in Tesco 0811866956938

REFFERENCES

Books

Ahlert H. (2000) Enterprise Customer Management: Integrating Corporateand Customer Information in Hennig-Thurau T. and Hansen U. (eds)Relationship Marketing Gaining Competitive Advantage Through CustomerSatisfaction and Customer Retention ,Berlin Springer-Verlag.

Baker,M (2000) Marketing Strategy and Management(3rd edn.), London,Macmillan Business.

Bergeron, B (2002) Essentials of CRM, New York, John Wiley and Sons.

Berman, B. & Evans, J. (2001) Retail Management : A Strategic Approach ,New Jersey, Prentice Hall Inv.

Brown, Stanley A. (2000), Customer Relationship Management, New York,John Wiley & Sons.

Butscher S. A. (2001) Customer Loyalty Programmes and Clubs, London,Macmillan Business.

Cranfield school of management (2000) Marketing management , a

relationship marketing perspective, New York, Palgrave.

Christopher,M , Payne, A & Ballantyne, D (2002) Relationship Marketing,Oxford, Butterworth Heinemann

Diller H. (2000) Customer Loyalty: Fata Morgana or Realistic Goal? ManagingRelationships with Customers in Hennig-Thurau T. and Hansen U. (eds)Relationship Marketing Gaining Competitive Advantage Through CustomerSatisfaction and Customer Retention,Berlin, Springer-Verlag.

Edmunds,H (1999) The Focus Group Research Handbook, Illinios, NTCBusiness Books

Fern, E (2001)Advanced Focus Group Research , London , Sage Publication.

Frey, J & Oishi, S (1995) How to conduct interviews by telephone and inperson, London, Sage Publication

Gilbert, David ( 2003)Retail Marketing Management , London , FTPrentice Hall

Hart et al. (ed) (1999) Cases in Retailing, Massachusetts, Blackwellpublishers Inc.

1


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John, G (2000) The New Marketing Manifesto , London , Texere PublishingLimited

Kent, T. & Omar O. (2003) Retailing , New York , Palgrave

Macmilan

Kotler P. (2003) Marketing Management, New Jersey: Prentice-Hall Inc.

Kotler P. and Armstrong G. (2001) Principles of Marketing 9th edition NewJersey: Prentice-Hall Inc.

Levy, M & Weitz, B (2004) Retailing management , The McGraw-HillCompanies , New York

Litwin, M (1995) How to measure survey reliability and validity, London , SagePublication

Malley, L (1999) Exploring Direct Marketing, London, Thompson BusinessPress

Mccorkell, Graeme (2000) Direct and Database Marketing ,London, The institute of direct marketing.

Mitchell,D & Coles,C (2003) The Ultimate Competitive Advantage , SanFrancisco, Berrett-Koehler Publishers inc.

Morgan R. M., Crutchfield T. N. and Lacey R. (2000) Patronage and LoyaltyStrategies: Understanding the Behavioural and Attitudinal Outcomes ofCustomer Retention Programs in Hennig-Thurau T. and Hansen U. (eds)Relationship Marketing Gaining Competitive Advantage Through CustomerSatisfaction and Customer Retention Berlin: Springer-Verlag

Oppenheim, A (1992) Questionnaire Design, Interviewing and AttitudeMeasurement, London, Cassell

Oxford Dictionary of Current English (1996) Oxford: Oxford University Press

Payne A. and Frow P. (2000) Services Relationship Marketing: A Sector CaseStudy in Hennig-Thurau T. and Hansen U. (eds) Relationship MarketingGaining Competitive Advantage Through Customer Satisfaction and CustomerRetention Berlin: Springer-Verlag

Pearson, Stewart (1996), Building Brands Directly. London: MacmillanBusiness.

Peck H., Payne A, Christopher M. and Clark M. (1999), RelationshipMarketing Strategy and Implementation Oxford: Butterworth-Heinemann

2


3/24


Piercy, N (2003)Market-led Strategic Change , Oxford, Butterworth-Heinenmann

Piercy, N. (2000) Tales from the Marketplace , Oxford, Butterworth-Hienemann.

Punch, K (2001) Developing Effective Research Proposals, London, SagePublications

Rayner, Sue (1998), Customer Loyalty Schemes: Effective ImplementationandManagement(2nd edition). London: FT Retail and Consumer Publishing.

Reynolds,J & Cuthbertson,C (eds) (2004), Retail Strategy,Oxford ,

Butterworth-Heinenmann

Roberts , J (2004) The Modern Firm , Oxford , Oxford University Press

Sargeant, A & West, D (2001) Direct and Interactive marketing, Oxford ,Oxford University Press

Simon J. and Vosseberg G. (2001), Research Methods An MSc StudyGuide, Hull: University of Hull Business School.

Stone , B (1997) Successful Direct Marketing Methods (6th edn.) ,Illinois, NTCBusiness Books.

Woolf,B. (1996) Customer Specific Marketing, Teal Books, Greenville

Woolf,B. (2001) Loyalty Marketing: The Second Act, Teal Books, Greenville

Zikmund W. G. (2000) Business Research Methods (6th edn) Forth Worth:Harcourt College Publishers

Baker, M. (2000). Marketing Strategy and Management Third edn.

London, Macmillan Business.

Gilbert, David ( 2003)Retail Marketing Management , London , FT

Prentice Hall

Hart et al. (ed) (1999) Cases in Retailing , Massachusetts, Blackwell

publishers Inc.

John, G (2000) The New Marketing Manifesto , London , Texere

Publishing Limited

3


4/24


Kent, T. & Omar O. (2003) Retailing, New York , Palgrave Macmilan


Kotler P. and Armstrong G. (2001) Principles of Marketing 9th edition

New Jersey: Prentice-Hall Inc.

KOTLER, P., 2004. Ten deadly marketing sins: signs and solutions.

New Jersey: John Wiley & Sons, Inc., Hoboken.

KOTLER, P., 1999. Kotler On Marketing. New York: Free Press.

KOTLER, P.2001.A Framework for Marketing Management. New

Jersey: Prentice-Hall

KOTLER, P., 2003.A Framework for Marketing Management.

Harlow: Pearson Prentice Hall.

Lan Brace,2004. Questionniare design: How to plan structure and write

survey material for effective market research, band der schriftenreihe market

research in practice, kogan page, London/ sterling.

LAWRENCE Langer 1991, The importance of Wearing Clothes,

Elysium Growth Press

Michael Porter,1996. On competition. Boston , Harvard Business school

publishing

Michael Porter,1985. Competitive advantage, creating and sustaining

superior performance. New York, Free press.

JournalsBRIAN, G., 2010. Customers more cautious and choosy. Financial Times,7th February, p 3

4


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ANDREA, F.,2010. Tesco takes the Clubcard route to buoyant sales. FinancialTimes,

13th

January, p 18.

ANDREA, F.,2010. Analysts divided over Tescos strength. Financial Times,3rd January, p 2.

Green G., Kennedy P. and McGown A. (2002) Management of multi-methodengineering design research: a case study Journal of Engineering and TechnologyManagement 19,131 140

Kelly J. (2002) Every Little Helps An Interview with Terry Leahy, CEO, Tesco LongRange Planning 33, 430 439

Ehrenberg A. and Goodhardt G. (2002) Double jeopardy revisited, again MarketingResearch 14, 1, 40 41

McAlexander, James H., John W. Schouten and Harold F. Koenig (2002), Buildingbrand community, Journal of Marketing, 66 (1), 38-54.

Reinartz W. and Kumar V. (2002) The Mismanagement of Customer LoyaltyHarvard Business Review Article Product Number: 1407

Rogers D. (2002) The ultimate loyalty scheme? Marketing June 13, p 17

Rundle-Thiele S. and Bennet R. (2001) A brand for all seasons? A discussion ofbrand loyalty approaches and their applicability for different markets The Journal ofProduct and Brand Management 10, 1, 25 37Bhattacharya C. B. (1997) Is your brands loyalty too much, too little, or just right?:Explaining deviations in loyalty from the Dirichlet norm International Journal ofResearch in Marketing 14, 421 435

Castleberry, Stephen B., Neil Barnard, Patrick Barwise, Andrew S. C. Ehrenberg andFrancesca DallOlmo Riely (1994), Individual Attitude Variations Over Time,Journal of Marketing Management, 16, 153-162.

Cigliano J., Georgiadis M., Pleasance D. and Whalley S. (2000) The price of loyaltyThe McKinsey Quarterly 4, 68 77

Dowling G. R. and Uncles M. (1997) Do customer loyalty programs really work? MITSloan Management Review 38, 4, 71 - 82

Fournier S., Dobscha S. and Glen Mick D. (1998) Preventing the Premature Death ofRelationship Marketing Harvard Business Review Article Product Number: 98106

5


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Kim W. C. and Mauborgne Renee (1999) Strategy, value innovation, and the knowledgeeconomy MIT Sloan Management Review 40, 3, 41 - 54

Lewin J. E. and Johnston W. J. (1997) Relationship Marketing Theory in Practice: ACase Study Journal of Business Research 39, 23 31

McGoldrick P. J. and Andre E. (1997) Consumer misbehaviour Promiscuity orloyalty in grocery shopping Journal of Retailing and Consumer Services 4, 2, 73 81

Morgan R. M. and Hunt S. D. (1994) The commitment-trust theory of relationshipmarketing Journal of Marketing 58, 3, 20 38

OMalley L. (1998) Can loyalty schemes really build loyalty? Marketing Intelligence

& Planning 16, 1, 47 55

OMalley L. and Tynan C. (2000) Relationship marketing in consumer markets Rhetoric or reality? European Journal of Marketing 34, 7, 797 815

Odin Y., Odin N. and Valette-Forence P. (2001) Conceptual and operational aspectsof brand loyalty An empirical investigation Journal of Business Research 53, 75 84

Oliver R. L. (1999) Whence consumer loyalty? Journal of Marketing 63, 33 44

Reichheld F., Markey R. G. Jr. and Hopton C. (2000) The loyalty effect the

relationship between loyalty and profits European Business Journal 12, 3, 134 139

Satmetrix Market Stat Provides Industry Benchmarking, 2002, p 13; CustomerExperience Management Unlocks the Promise of CRM, 2001, p 9

Sharp B. and Sharp A (1997) Loyalty programs and their impact on repeat-purchaseloyalty patterns International Journal of Research in Marketing14, 473 486

Stauss B., Chojnacki K. and Hoffmann F. (2001) Retention effects of a customer

club International Journal of Service Industry Management 12, 1, 7 19

Uncles M. and Laurent G. (1997) Editorial International Journal of Research inMarketing 14, 399 404

White, Susan and Benjamin Schneider (1998), Climbing the Commitment Ladder:The Impact on Customer Commitment of Disconfirmation of ServiceExpectations, Cambridge, MA: Marketing Science Institute, Report No. 98-108

Wright C. and Sparks L. (1999) Loyalty saturation in retailing: exploring the end ofretail loyalty cards? International Journal of Retail & Distribution Management 27, 10,

429 440

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Sites

Web 0 : Will Tesco's Clubcard Stop It From Losing Market Share? (online). Available from

URL: >. [Accessed 17/02/2010]

Web 1 : Long PEST analysis of Asda stores (online).Available from . [Accessed (29/01/2010)]

Web 2: How Britain shops 2005: Food and Groceries (online). Available from [Accessed (22/01/2010)].

Web 3: The Price of Loyalty (online). Available from . [Accessed (22/01/2010)]

Web 4: Mintel Reports (online). Available from URL:// http://lib.harvard.edu/e-resources/details/m/mintelre.html>. [Accessed (22/01/2010)]

Web 5: Best of Biz e-customer acquisition Finding and keeping profitable e-customers London Business School Business Information Service (online)

Available from .[Accessed (22/01/2010)]

Web 6: CRMUK Customer Relationship Management: Creating Customer Loyalty Awhite paper of CRMUK and SECOR Consulting(online). [Accessed (22/01/2010)]

Web 7: Too L. H. Y., Souchon L. A. and Thirkell P. C. (2000) Relationship marketingand customer loyalty in a retail setting: A Dyadic exploration Aston Business SchoolResearch Institute (online). Available from URL://http:// www.abs.aston.ac.uk/ >

[Accessed (22/01/2010)]

Web 8: Cuthbertson R. and Williams E. (1999) Loyalty Cards - A Research Reporton Loyalty Cards in European Retailing Oxford Institute of Retail Management(OXRIM) and KPMG Consulting Research Report(online).Available fromURL://http://www.loyalty4profit.com/ [Accessed (22/01/2010)]

Web 9 : Satmetrix Customer Acid Test (online) Availbale from

URL://http://www.loyaltyrules.com/loyaltyrules/acid_test_customer.html >.[Accessed (20/01/2010)]

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http://www.cityam.com/news-and-analysis/will-tescos-clubcard-stop-it-losing-market-sharehttp://www.cityam.com/news-and-analysis/will-tescos-clubcard-stop-it-losing-market-sharehttp://url//%20http://www.coursework.info/i/63416.htmlhttp://url//%20http://www.coursework.info/i/63416.htmlhttp://url//%20http://www.verdictonline.co.uk/VerdictReports/http://url//%20http://lib.harvard.edu/e-resources/details/m/mintelre.htmlhttp://url//%20http://lib.harvard.edu/e-resources/details/m/mintelre.htmlhttp://url//http://www.bestofbiz.comhttp://www.crmuk.co.uk/http://url//http://%20www.abs.aston.ac.uk/http://url//http://www.loyalty4profit.com/%20http://url//http://www.loyaltyrules.com/loyaltyrules/acid_test_customer.html%20http://www.cityam.com/news-and-analysis/will-tescos-clubcard-stop-it-losing-market-sharehttp://www.cityam.com/news-and-analysis/will-tescos-clubcard-stop-it-losing-market-sharehttp://url//%20http://www.coursework.info/i/63416.htmlhttp://url//%20http://www.coursework.info/i/63416.htmlhttp://url//%20http://www.verdictonline.co.uk/VerdictReports/http://url//%20http://lib.harvard.edu/e-resources/details/m/mintelre.htmlhttp://url//%20http://lib.harvard.edu/e-resources/details/m/mintelre.htmlhttp://url//http://www.bestofbiz.comhttp://www.crmuk.co.uk/http://url//http://%20www.abs.aston.ac.uk/http://url//http://www.loyalty4profit.com/%20http://url//http://www.loyaltyrules.com/loyaltyrules/acid_test_customer.html%20


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Web 10: How Satmetrix Market Stat Provides Industry Benchmarking A SatmetrixSystems White Paper (2002) (online) Availbale fromURL:> [Accessed

(20/01/2010)]

Web 11: Measuring customer loyalty A Satmetrix Systems White Paper (2001)(online) [Accessed (20/01/2010)]

Web 12: DeWulf K., Odecken-Schroeder G. and Schumacher P. (2000) Why it takestwo to build successful buyer-seller relationshios Univeristy of Ghent Faculty of

Economics and Business Administration Working Paper-Nr. 00/89 (online). Availablefrom URL:.[Accessed (10/01/2010)]

Web 14: Harris J. G, Beck J. C., Wade J. M. and Breitfelder M. D. (2001) WantCustomers? Lose their Data Research Note Accenture Institute for Strategic ChangeIssue 4, (online) Available from URL://http: www.accenture.com/isc >.[Accessed(10/01/2010)]

Web 15: Payne M. (2002) The Paradox of Loyalty Through the Loop (online).Available from URL:// [Accessed(10/01/2010)]

Web 16: Egan J. (1999) Relationship Marketing: Across the Retail SpectrumMiddlesex University Business School Discussion Paper (online) AvailablefromURL://http://mubs.mdx.ac.uk/research/Discussion_Papers/Marketing/dpap_mkt_no5.pdf[Accessed (10/01/2010)]

Web 17: Palmer A., McMahon-Beattle U. and Beggs R. (1999) INFLUENCES ON

LOYALTY PROGRAMME EFFECTIVENESS: A CONCEPTUAL FRAMEWORK ANDCASE STUDY INVESTIGATION Final manuscript resubmitted to the Journal of

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http://www.satmetrix.com/public/pdfs/MarketStatWP.pdfhttp://www.satmetrix.com/public/pdfs/MarketStatWP.pdfhttp://www.satmetrix.com/public/pdfs/LoyaltyWP-Final.pdfhttp://www.satmetrix.com/public/pdfs/LoyaltyWP-Final.pdfhttp://www.satmetrix.com/public/pdfs/LoyaltyWP-Final.pdfhttp://url//http:%20http://www.loyalty4profit.com/%20http://url//http:%20http://www.loyalty4profit.com/%20http://url//http:%20www.accenture.com/isc%20http://url//%3C%3Chttp://www.ask.co.uk/metasearch.asphttp://url//http://mubs.mdx.ac.uk/research/Discussion_Papers/Marketing/dpap_mkt_no5.pdfhttp://url//http://mubs.mdx.ac.uk/research/Discussion_Papers/Marketing/dpap_mkt_no5.pdfhttp://www.satmetrix.com/public/pdfs/MarketStatWP.pdfhttp://www.satmetrix.com/public/pdfs/LoyaltyWP-Final.pdfhttp://www.satmetrix.com/public/pdfs/LoyaltyWP-Final.pdfhttp://url//http:%20http://www.loyalty4profit.com/%20http://url//http:%20http://www.loyalty4profit.com/%20http://url//http:%20www.accenture.com/isc%20http://url//%3C%3Chttp://www.ask.co.uk/metasearch.asphttp://url//http://mubs.mdx.ac.uk/research/Discussion_Papers/Marketing/dpap_mkt_no5.pdfhttp://url//http://mubs.mdx.ac.uk/research/Discussion_Papers/Marketing/dpap_mkt_no5.pdf


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Strategic Marketing (online) Available fromURL://http://users.pgen.net/apalmer/apalmer/jsmloy00.htm[Accessed (10/01/2010)]

Web 18: Customer Experience Management Unlocks the Promise of CRM ASatmetrix Systems White Paper (2001) (online) (Available fromURL://http://www.satmetrix.com/public/pdfs/CRM_wp5.pdf >. [Accessed(03/10/2009)]

Web 19: Annual Report And Financial Statements 2006. Available online at:

[Accessed (03/10/2009)]

Web 20: Annual Review and Summary Financial Statement 2007. Available online

at:

[Accessed (03/10/2009)]

Web 21: Annual Report and Financial Statements 2007. Available online at:

[Accessed (03/10/2009)]

Web 22: Tesco Shines at Loyalty. Available online at:

[Accessed (03/10/2009)]

Web 23: ASDA Customer Satisfaction Survey. Available online at:

[Accessed (22/09/2009)]

Web 24: Tesco Online Customer Satisfaction Surveys. Available online at:

[Accessed (20/09/2009)]

Web 25: Customer satisfaction ratings by Tesco PLC customers. Available online at:


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Web 26: Customer Loyalty. Available online at: [Accessed

(10/09/2009)]

Web 27: Ten Tips to Build Customer Loyalty. Available online at:

[Accessed (10/09/2009)]

Web 28: Customer Loyalty. Available online at:[Accessed(10/09/2009)]

Web 29: Building Customer Loyalty. Available online at:[Accessed (10/09/2009)]

Web 30: Tesco adopts CRM software to improve customer handling in call centres.

Available online at: [Accessed

(10/09/2009)]

Web 31: The story behind successful CRM. Available online at:

[Accessed (05/09/2009)]

Web 32: Tesco increases customer satisfaction. Available online at:

[Accessed (01/09/2009)]

10
http://www.wisegeek.com/what-is-customer-loyalty.htmhttp://www.allbusiness.com/sales/customer-service/1961-1.htmlhttp://www.jimnovo.com/Customer-Loyalty-more.htmhttp://www.iod.com/intershoproot/eCS/Store/en/pdfs/MA4CUST.PDFhttp://www.marketingdirectmag.co.uk/news/896708/Tesco-adopts-CRM-%20%20%20%20%20%20software-improve-customer-handling-call-centres/http://www.marketingdirectmag.co.uk/news/896708/Tesco-adopts-CRM-%20%20%20%20%20%20software-improve-customer-handling-call-centres/http://www.bain.com/loyaltyrules/library_articles_details.asp?id=10738&menu_url=library_articles.asphttp://www.bain.com/loyaltyrules/library_articles_details.asp?id=10738&menu_url=library_articles.asphttp://crm.enterpriseinnovation.net/content/tesco-increases-customer-satisfactionhttp://crm.enterpriseinnovation.net/content/tesco-increases-customer-satisfactionhttp://www.wisegeek.com/what-is-customer-loyalty.htmhttp://www.allbusiness.com/sales/customer-service/1961-1.htmlhttp://www.jimnovo.com/Customer-Loyalty-more.htmhttp://www.iod.com/intershoproot/eCS/Store/en/pdfs/MA4CUST.PDFhttp://www.marketingdirectmag.co.uk/news/896708/Tesco-adopts-CRM-%20%20%20%20%20%20software-improve-customer-handling-call-centres/http://www.marketingdirectmag.co.uk/news/896708/Tesco-adopts-CRM-%20%20%20%20%20%20software-improve-customer-handling-call-centres/http://www.bain.com/loyaltyrules/library_articles_details.asp?id=10738&menu_url=library_articles.asphttp://www.bain.com/loyaltyrules/library_articles_details.asp?id=10738&menu_url=library_articles.asphttp://crm.enterpriseinnovation.net/content/tesco-increases-customer-satisfactionhttp://crm.enterpriseinnovation.net/content/tesco-increases-customer-satisfaction


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BIBLIOGRAPHY

Ahlert H. (2000) Enterprise Customer Management: Integrating Corporateand Customer Information in Hennig-Thurau T. and Hansen U. (eds)

Relationship Marketing Gaining Competitive Advantage Through CustomerSatisfaction and Customer Retention ,Berlin Springer-Verlag.

Baker,M (2000) Marketing Strategy and Management(3rd edn.), London,Macmillan Business.

Bergeron, B (2002) Essentials of CRM, New York, John Wiley and Sons.

Berman, B. & Evans, J. (2001) Retail Management : A Strategic Approach ,New Jersey, Prentice Hall Inv.

Brown, Stanley A. (2000), Customer Relationship Management, New York,John Wiley & Sons.

Butscher S. A. (2001) Customer Loyalty Programmes and Clubs, London,Macmillan Business.

Cranfield school of management (2000) Marketing management , arelationship marketing perspective, New York, Palgrave.

Christopher,M , Payne, A & Ballantyne, D (2002) Relationship Marketing,

Oxford, Butterworth Heinemann

Diller H. (2000) Customer Loyalty: Fata Morgana or Realistic Goal? ManagingRelationships with Customers in Hennig-Thurau T. and Hansen U. (eds)Relationship Marketing Gaining Competitive Advantage Through CustomerSatisfaction and Customer Retention,Berlin, Springer-Verlag.

Edmunds,H (1999) The Focus Group Research Handbook, Illinios, NTCBusiness Books

Fern, E (2001)Advanced Focus Group Research , London , Sage Publication.

Frey, J & Oishi, S (1995) How to conduct interviews by telephone and inperson, London, Sage Publication

11


12/24


Gilbert, David ( 2003)Retail Marketing Management , London , FTPrentice Hall

Hart et al. (ed) (1999) Cases in Retailing, Massachusetts, Blackwellpublishers Inc.

John, G (2000) The New Marketing Manifesto , London , Texere PublishingLimited

Kent, T. & Omar O. (2003) Retailing , New York , PalgraveMacmilan


Kotler P. and Armstrong G. (2001) Principles of Marketing 9th edition NewJersey: Prentice-Hall Inc.

Levy, M & Weitz, B (2004) Retailing management , The McGraw-HillCompanies , New York

Litwin, M (1995) How to measure survey reliability and validity, London , SagePublication

Malley, L (1999) Exploring Direct Marketing, London, Thompson BusinessPress

Mccorkell, Graeme (2000) Direct and Database Marketing ,London, The institute of direct marketing.

Mitchell,D & Coles,C (2003) The Ultimate Competitive Advantage , SanFrancisco, Berrett-Koehler Publishers inc.

Morgan R. M., Crutchfield T. N. and Lacey R. (2000) Patronage and Loyalty

Strategies: Understanding the Behavioural and Attitudinal Outcomes ofCustomer Retention Programs in Hennig-Thurau T. and Hansen U. (eds)Relationship Marketing Gaining Competitive Advantage Through CustomerSatisfaction and Customer Retention Berlin: Springer-Verlag

Oppenheim, A (1992) Questionnaire Design, Interviewing and AttitudeMeasurement, London, Cassell

Oxford Dictionary of Current English (1996) Oxford: Oxford University Press

Payne A. and Frow P. (2000) Services Relationship Marketing: A Sector CaseStudy in Hennig-Thurau T. and Hansen U. (eds) Relationship MarketingGaining Competitive Advantage Through Customer Satisfaction and CustomerRetention Berlin: Springer-Verlag

12


13/24


Pearson, Stewart (1996), Building Brands Directly. London: MacmillanBusiness.

Peck H., Payne A, Christopher M. and Clark M. (1999), RelationshipMarketing Strategy and Implementation Oxford: Butterworth-Heinemann

Piercy, N (2003)Market-led Strategic Change , Oxford, Butterworth-Heinenmann

Piercy, N. (2000) Tales from the Marketplace , Oxford, Butterworth-Hienemann.

Punch, K (2001) Developing Effective Research Proposals, London, Sage

Publications

Rayner, Sue (1998), Customer Loyalty Schemes: Effective ImplementationandManagement(2nd edition). London: FT Retail and Consumer Publishing.

Reynolds,J & Cuthbertson,C (eds) (2004), Retail Strategy,Oxford ,Butterworth-Heinenmann

Roberts , J (2004) The Modern Firm , Oxford , Oxford University Press

Sargeant, A & West, D (2001) Direct and Interactive marketing, Oxford ,Oxford University Press

Simon J. and Vosseberg G. (2001), Research Methods An MSc StudyGuide, Hull: University of Hull Business School.

Stone , B (1997) Successful Direct Marketing Methods (6th edn.) ,Illinois, NTCBusiness Books.

Woolf,B. (1996) Customer Specific Marketing, Teal Books, Greenville

Woolf,B. (2001) Loyalty Marketing: The Second Act, Teal Books, Greenville

Zikmund W. G. (2000) Business Research Methods (6th edn) Forth Worth:Harcourt College Publishers

Baker, M. (2000). Marketing Strategy and Management Third edn.

London, Macmillan Business.

Gilbert, David ( 2003)Retail Marketing Management , London , FT

Prentice Hall

13


14/24


Hart et al. (ed) (1999) Cases in Retailing , Massachusetts, Blackwell

publishers Inc.

John, G (2000) The New Marketing Manifesto , London , Texere

Publishing Limited

Kent, T. & Omar O. (2003) Retailing, New York , Palgrave Macmilan


Kotler P. and Armstrong G. (2001) Principles of Marketing 9th edition

New Jersey: Prentice-Hall Inc.

KOTLER, P., 2004. Ten deadly marketing sins: signs and solutions.

New Jersey: John Wiley & Sons, Inc., Hoboken.

KOTLER, P., 1999. Kotler On Marketing. New York: Free Press.

KOTLER, P.2001.A Framework for Marketing Management. New

Jersey: Prentice-Hall

KOTLER, P., 2003.A Framework for Marketing Management.

Harlow: Pearson Prentice Hall.

Lan Brace,2004. Questionniare design: How to plan structure and write

survey material for effective market research, band der schriftenreihe market

research in practice, kogan page, London/ sterling.

LAWRENCE Langer 1991, The importance of Wearing Clothes,

Elysium Growth Press

Michael Porter,1996. On competition. Boston , Harvard Business school

publishing

Michael Porter,1985. Competitive advantage, creating and sustaining

superior performance. New York, Free press.

14


15/24


JournalsBRIAN, G., 2010. Customers more cautious and choosy. Financial Times,7th February, p 3

ANDREA, F.,2010. Tesco takes the Clubcard route to buoyant sales. FinancialTimes,13th January, p 18.

ANDREA, F.,2010. Analysts divided over Tescos strength. Financial Times,3rd January, p 2.

Green G., Kennedy P. and McGown A. (2002) Management of multi-methodengineering design research: a case study Journal of Engineering and TechnologyManagement 19,131 140

Kelly J. (2002) Every Little Helps An Interview with Terry Leahy, CEO, Tesco LongRange Planning 33, 430 439

Ehrenberg A. and Goodhardt G. (2002) Double jeopardy revisited, again MarketingResearch 14, 1, 40 41

McAlexander, James H., John W. Schouten and Harold F. Koenig (2002), Buildingbrand community, Journal of Marketing, 66 (1), 38-54.

Reinartz W. and Kumar V. (2002) The Mismanagement of Customer LoyaltyHarvard Business Review Article Product Number: 1407

Rogers D. (2002) The ultimate loyalty scheme? Marketing June 13, p 17

Rundle-Thiele S. and Bennet R. (2001) A brand for all seasons? A discussion ofbrand loyalty approaches and their applicability for different markets The Journal ofProduct and Brand Management 10, 1, 25 37Bhattacharya C. B. (1997) Is your brands loyalty too much, too little, or just right?:Explaining deviations in loyalty from the Dirichlet norm International Journal ofResearch in Marketing 14, 421 435

Castleberry, Stephen B., Neil Barnard, Patrick Barwise, Andrew S. C. Ehrenberg andFrancesca DallOlmo Riely (1994), Individual Attitude Variations Over Time,Journal of Marketing Management, 16, 153-162.

Cigliano J., Georgiadis M., Pleasance D. and Whalley S. (2000) The price of loyaltyThe McKinsey Quarterly 4, 68 77

15


16/24


Dowling G. R. and Uncles M. (1997) Do customer loyalty programs really work? MITSloan Management Review 38, 4, 71 - 82

Fournier S., Dobscha S. and Glen Mick D. (1998) Preventing the Premature Death ofRelationship Marketing Harvard Business Review Article Product Number: 98106

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Web 1 : Long PEST analysis of Asda stores (online).Available from . [Accessed (29/01/2010)]

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http://www.cityam.com/news-and-analysis/will-tescos-clubcard-stop-it-losing-market-sharehttp://www.cityam.com/news-and-analysis/will-tescos-clubcard-stop-it-losing-market-sharehttp://url//%20http://www.coursework.info/i/63416.htmlhttp://url//%20http://www.coursework.info/i/63416.htmlhttp://url//%20http://www.verdictonline.co.uk/VerdictReports/http://url//%20http://lib.harvard.edu/e-resources/details/m/mintelre.htmlhttp://url//%20http://lib.harvard.edu/e-resources/details/m/mintelre.htmlhttp://url//http://www.bestofbiz.comhttp://www.crmuk.co.uk/http://url//http://%20www.abs.aston.ac.uk/http://url//http://www.loyalty4profit.com/%20http://www.cityam.com/news-and-analysis/will-tescos-clubcard-stop-it-losing-market-sharehttp://www.cityam.com/news-and-analysis/will-tescos-clubcard-stop-it-losing-market-sharehttp://url//%20http://www.coursework.info/i/63416.htmlhttp://url//%20http://www.coursework.info/i/63416.htmlhttp://url//%20http://www.verdictonline.co.uk/VerdictReports/http://url//%20http://lib.harvard.edu/e-resources/details/m/mintelre.htmlhttp://url//%20http://lib.harvard.edu/e-resources/details/m/mintelre.htmlhttp://url//http://www.bestofbiz.comhttp://www.crmuk.co.uk/http://url//http://%20www.abs.aston.ac.uk/http://url//http://www.loyalty4profit.com/%20


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[Accessed (10/01/2010)]

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LOYALTY PROGRAMME EFFECTIVENESS: A CONCEPTUAL FRAMEWORK ANDCASE STUDY INVESTIGATION Final manuscript resubmitted to the Journal ofStrategic Marketing (online) Available fromURL://http://users.pgen.net/apalmer/apalmer/jsmloy00.htm[Accessed (10/01/2010)]

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19
http://url//http://users.pgen.net/apalmer/apalmer/jsmloy00.htm%20http://url//http://www.satmetrix.com/public/pdfs/CRM_wp5.pdf%20http://www.tescoplc.com/plc/ir/ar/archive/ar2006/arfs_06/4615306.pdfhttp://www.investis.com/tesco/ar/pdfs/annual_review_and_sfs_2007_0.pdfhttp://www.investis.com/tesco/ar/pdfs/TESCO_FULLlow.pdfhttp://www.customerthink.com/interview/clive_humby_tesco_shines_at_loyaltyhttp://www.customerthink.com/interview/clive_humby_tesco_shines_at_loyaltyhttp://www.tellasda.com/http://activate.ie/2009/03/tesco-online-customer-satisfaction-surveys/http://url//http://users.pgen.net/apalmer/apalmer/jsmloy00.htm%20http://url//http://www.satmetrix.com/public/pdfs/CRM_wp5.pdf%20http://www.tescoplc.com/plc/ir/ar/archive/ar2006/arfs_06/4615306.pdfhttp://www.investis.com/tesco/ar/pdfs/annual_review_and_sfs_2007_0.pdfhttp://www.investis.com/tesco/ar/pdfs/TESCO_FULLlow.pdfhttp://www.customerthink.com/interview/clive_humby_tesco_shines_at_loyaltyhttp://www.customerthink.com/interview/clive_humby_tesco_shines_at_loyaltyhttp://www.tellasda.com/http://activate.ie/2009/03/tesco-online-customer-satisfaction-surveys/


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Web 25: Customer satisfaction ratings by Tesco PLC customers. Available online at:


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APPENDICES

CUSTOMER LOYALTYQUESTIONNAIRE

This questionnaire aims to investigate literature on loyalty and the importance of customer relationship

management in Tesco. The survey is part of my MBA dissertation in the University of Wales Institute, Cardiff.

The information collected will be confidential. Thank you for your time.

QUESTIONNAIRE

1.) What is your gender?

[ ] Male [ ] Female

2.) Do you have

[ ] Yes [ ] No

2.) What age group are you in?

[ ] Under 20 [ ] 20 30[ ] 31 40 [ ] 41 - 50

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[ ] 51 60 [ ] Over 60

3.) What is your marital status?

[ ] Single [ ] Married

[ ] Separated [ ] Divorced

[ ] Widowed [ ] Living with a partner.

5.) What is your occupation?

[ ] Student [ ] Retired

[ ] Professionals [ ] Skilled Workers

[ ] Homemaker [ ] Unemployed

6.) What size of household do you live in?

[ ] 1 [ ] 2

[ ] 3 [ ] 4

[ ] More

7.) How many percentage of your monthly grocery budget spend with

Tesco?

[ ] Less than 25% [ ] 25% - 50%

[ ] 51% - 75% [ ] 76% - 100%

8.) Whether have you increased your spending with Tesco since you have

had a Clubcard membership ? (Tesco Clubcard members only )

[ ] Yes [ ] No9.) What is the most important for you when selecting a supermarket ?

[ ] Location [ ] Value for money

[ ] Brand assortment [ ] One-stop-shopping

10.) If you were selecting a similar provider for the first time, how likely is it that

you would use this provider again?

1-Never 10-Always

1 2 3 4 5 6 7 8 9 10

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11.) How likely is it that you will continue to purchase products/services from

this provider?

1- Rarely 10- Frequently

1 2 3 4 5 6 7 8 9 10

12.) How likely is it that you would recommend this provider to a friend or

colleague?

1- I do not recommend 10 Every time

1 2 3 4 5 6 7 8 9 10

13.) Taking everything into account, how satisfied were you overall with your

experience on this shopping trip?1-Completely dissatisfied 10-Completely satisfied

1 2 3 4 5 6 7 8 9 10

THANK YOU FOR YOUR TIME!

Questionnaire

1. Which cell phone service provider is the best?

a. Idea

b. Vodafone

c. Airtel

d. Reliance

e. Tata

f. Other

41 of the sampled opined that Airtel was the best in the business while idea stood second at 29

Vodafone came third at 28. This indicated a clear shift towards Airtel, with Idea and Vodafone at

neck and Neck.

2. What Cell phone service provider do you subscribe to?

a. Idea

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b. Vodafone

c. Airtel

d. Reliance

e. Tata

f. OtherOf the samples collected most people were subscribers of Airtel and Vodafone with 37 and 35

responses each. Idea was nest at 18 the rest were the others.

3. Why are you with your service provider? What makes it special?

a. Value for money

b. Coverage & Quality

c. Switching costs

d. Schemes & Benefits

e. Others __________While most of the Vodafone users 17 selected switching costs, a few of them also indicated Value for

money 7 and Schemes and Benefits 5 respectively. Airtel users indicated value for money 20, and

coverage and quality 7. This indicated that Vodafone customers were in it only because of the high

switching costs associated with a switch in cell phone operators.

4. What comes to mind when you think about Vodafone

a. Red & White Scheme

b. Walk n Talk

c. Pug

d. Zoo Zoo

e. F1 & Louis Hamilton

f. Happy to Help

g. Express Yourself

h. Make the most of now

i. Others____________.Most selected the pug at 96 while zoo zoo and the Red and white scheme brought in 56 and 54 ticks

respectively. Express your self was the most wrongly ticked association and the same can be attributed to

the proximity of colour scheme that Airtel shares with Vodafone.

6. What impedes Vodafone from being the best Cell phone service provider

a. Coverage & Voice clarity

b. Customer Service quality

c. Pricing

d. Schemes

e. Others______________

refference+bibliography + appendices

Documents