You searched for subject:(customer loyalty). Showing records 1 – 30 of 530 total matches.
1. Ngcobo, Philisani David. An investigation of customer switching/defection behaviour in a selected segment of Standard Bank retail division.
Increasing customer longevity in branch banking is a difficult process, with the average bank loosing fifteen (15%) to twenty (20%) percent of its customers each year, any help a bank can get in holding on to them is welcome (Power, 2000: 19). Central to these concerns is researchers and practitioners realization that: Not all customers should be targeted with retention and loyalty efforts and, Some of the most satisfied and loyal customers might still switch / defect for reasons beyond the control of the bank and at times even beyond the control of the customer. Although it is encouraging to note the increasing awareness that not all customers are alike (Blattenberg and Deighton; Reichheld, 1993), little is known about how and why they differ. Simple put, if important attitudinal and behavioural differences can be identified among various customer groups, service providers can efficiently identify and target customers as part of a broader acquisition, value assessment, and retention strategy. This, in essence is the focus of the current study.
Ngcobo, Philisani David. "An investigation of customer switching/defection behaviour in a selected segment of Standard Bank retail division." 2012. Thesis, University of Johannesburg. Accessed April 19, 2019. http://hdl.handle.net/10210/7682.
Ngcobo, Philisani David. "An investigation of customer switching/defection behaviour in a selected segment of Standard Bank retail division." 2012. Web. 19 Apr 2019.
Ngcobo PD. An investigation of customer switching/defection behaviour in a selected segment of Standard Bank retail division. [Internet] [Thesis]. University of Johannesburg; 2012. [cited 2019 Apr 19]. Available from: http://hdl.handle.net/10210/7682.
2. Pugazhenthi, Poornima. Factors Influencing Customer Loyalty and Choise of Retailers while buying Fast Moving Consumer Goods.
Pugazhenthi, Poornima. "Factors Influencing Customer Loyalty and Choise of Retailers while buying Fast Moving Consumer Goods." 2011. Thesis, , School of Management. Accessed April 19, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3472.
Pugazhenthi, Poornima. "Factors Influencing Customer Loyalty and Choise of Retailers while buying Fast Moving Consumer Goods." 2011. Web. 19 Apr 2019.
Pugazhenthi P. Factors Influencing Customer Loyalty and Choise of Retailers while buying Fast Moving Consumer Goods. [Internet] [Thesis]. , School of Management; 2011. [cited 2019 Apr 19]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3472.
3. Maharaj, A. Awareness, perceptions and effects of customer loyalty programmes within the retail sector of the Durban Metropolitan area .
Maharaj, A. "Awareness, perceptions and effects of customer loyalty programmes within the retail sector of the Durban Metropolitan area ." 2010. Doctoral Dissertation, University of South Africa. Accessed April 19, 2019. http://hdl.handle.net/10500/3127.
Maharaj, A. "Awareness, perceptions and effects of customer loyalty programmes within the retail sector of the Durban Metropolitan area ." 2010. Web. 19 Apr 2019.
Maharaj A. Awareness, perceptions and effects of customer loyalty programmes within the retail sector of the Durban Metropolitan area . [Internet] [Doctoral dissertation]. University of South Africa; 2010. [cited 2019 Apr 19]. Available from: http://hdl.handle.net/10500/3127.
4. Stroth, Sebastian Jost Auf Der; Akilvenithan, Umaganthan. Customer Loyalty And Its Antecedents : With ICA Sverige as a Case.
Stroth, Sebastian Jost Auf Der; Akilvenithan, Umaganthan. "Customer Loyalty And Its Antecedents : With ICA Sverige as a Case." 2017. Thesis, Linnaeus University. Accessed April 19, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-65442.
Stroth, Sebastian Jost Auf Der; Akilvenithan, Umaganthan. "Customer Loyalty And Its Antecedents : With ICA Sverige as a Case." 2017. Web. 19 Apr 2019.
Stroth, Sebastian Jost Auf Der; Akilvenithan U. Customer Loyalty And Its Antecedents : With ICA Sverige as a Case. [Internet] [Thesis]. Linnaeus University; 2017. [cited 2019 Apr 19]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-65442.
5. Atutytė, Dovilė. Klientų lojalumo didinimo sprendimai elektroninėje prekyboje.
Atutytė, Dovilė. "Klientų lojalumo didinimo sprendimai elektroninėje prekyboje." 2014. Masters Thesis, Vilnius University. Accessed April 19, 2019. http://vddb.laba.lt/obj/LT-eLABa-0001:E.02~2011~D_20141223_180232-17318 ;.
Atutytė, Dovilė. "Klientų lojalumo didinimo sprendimai elektroninėje prekyboje." 2014. Web. 19 Apr 2019.
Atutytė, Dovilė. Klientų lojalumo didinimo sprendimai elektroninėje prekyboje. [Internet] [Masters thesis]. Vilnius University; 2014. [cited 2019 Apr 19]. Available from: http://vddb.laba.lt/obj/LT-eLABa-0001:E.02~2011~D_20141223_180232-17318 ;.
6. Younas, Arshad. The Impact of Service Recovery on Customer Loyalty (Case company: Swedbank).
▼ Abstract Purpose - Purpose of given study is to analyse the impact of service recovery measures on customer loyalty by considering a Case company Swedbank. Both primary and secondary data have been collected for this paper. In primary data interviews and questionnaires are used. Different theories about customer loyalty and service recovery are discussed in secondary data. Both qualitative and quantitative data are used. Multiple regression analysis is used to analyse the data and give conclusion. Conclusion - Conclusion shows that service recovery measure can impact customer loyalty. It is also concluded that prompt response, Material compensation and politeness of employees play important role in service recovery measures and influence customer loyalty. Methodology - New articles have been used in the paper, however the old articles that have high contribution in the body of knowledge are not be discounted also. Our methodology for the process is unique in which multiple regression method is used and components of Customer loyalty, word of mouth and repurchase intention are analysed on basis of independent variables. Methodology and literature can help the researchers who want to further explore this area. Practical implication - Theories discussed in the thesis can be used as basis to develop the strategies in services; these strategies can consider the service recovery measures discussed in this paper and it can also help Swedbank to know the importance of service recovery process in customer loyalty. Limitation - Few limitations of this paper are; customer loyalty is the objective of this paper, not Customer satisfaction. Service recovery may result in customer satisfaction not in customer loyalty. Moreover only two components of loyalty have been examined, word of mouth and repurchase intention. The attitudinal component of customer loyalty can appear in more forms than only word of mouth. Moreover this thesis is not considering customers who have problems but they did not communicate to the bank, or they just exit or they are still with bank and having negative word of mouth, but they never communicate to the bank.
Younas, Arshad. "The Impact of Service Recovery on Customer Loyalty (Case company: Swedbank)." 2012. Thesis, University of Gävle. Accessed April 19, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-12491.
Younas, Arshad. "The Impact of Service Recovery on Customer Loyalty (Case company: Swedbank)." 2012. Web. 19 Apr 2019.
Younas A. The Impact of Service Recovery on Customer Loyalty (Case company: Swedbank). [Internet] [Thesis]. University of Gävle; 2012. [cited 2019 Apr 19]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-12491.
7. Hoko, Martin. The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty.
Straddling the tropic of Capricorn, land-locked Botswana spans a vast 581,730 square kilometres in area. The country shares borders with Namibia to the north and west, Zambia and Zimbabwe to the north-east, and South Africa to the east and south. The Botswana Central Statistics Office (CSO) estimate a 2001 population of 1,68 million with an annual growth rate of 2.4% (Annual Economic Report, (2003)). The population is concentrated mainly in the fertile eastern and southern one third of the country. The remaining two thirds of the country's land is covered with the thick sands of the Kgalagadi Desert. Rainfall in the country is sporadic and erratic. According to the 2001 National Census the urban population of the country stands at 52.1% with the capital Gaborone accounting for 10.1% of the country's population. Francistown, the second and only other city, accounts for 4.9% of the country's population. The remainder of the urban population is distributed among 14 smaller urban centres. Gaborone accounts for 26.9% of the country's population between the ages of 25 and 54 years (Annual Economic Report, 2003.) 1.1.2. Communication The communication network is fairly sophisticated with 19.4% of the county's roads paved. The telephone network is fully digital, with Internet, e-mail, fax facilities available in all major centres of the country. Telex, data-switching, satellite-link and voice-mail service are also available nationwide. There are two cellular phone service provides and eleven internet service providers (ISPs). There are 27 Batswana to a telephone. (See Table 1: Botswana Social Statistics 2001 Table 1: Botswana Social Statistics: 2001 Life Expectancy 65.2 Population per Physician 3448 Persons per telephone 27 Persons per radio 95 Daily Newspapers 1 Persons per vehicle 21 Paved roads % 19.4 Primary School numbers 330,767 Tertiary education numbers 128,744 Literacy rate % 70 (Source: Annual Economic Report: 2003) 1.1.3. Economic performance Domestic output, as measured by Gross Domestic Product (GDP), is estimated to have grown, in nominal terms from P16.54 billion (SAR 25,47 billion) in 2000/2001 to P16.91 billion (SAR 26,04 billion) in 2001/2002, representing an increase of 2.3%. The increase for the previous year had been 17.2% (Annual Economic Report 2003) A slump in mining, with a growth rate of 3.1% (17.2% the previous year) was the major contributor to the slow growth. Banks, Insurance and Business services also shared significant growth among the non-mining sectors of the economy. (See Table 2: Economic Structure).
Hoko, Martin. "The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty." 2012. Thesis, University of Johannesburg. Accessed April 19, 2019. http://hdl.handle.net/10210/6208.
Hoko, Martin. "The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty." 2012. Web. 19 Apr 2019.
Hoko M. The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty. [Internet] [Thesis]. University of Johannesburg; 2012. [cited 2019 Apr 19]. Available from: http://hdl.handle.net/10210/6208.
8. Karani, Komal S. The paradox of credence services how does service type affect loyalty?.
Loyalty is a goal of any company aiming to be successful in the market. While it is expected that good quality would lead to satisfaction which in turn would result in loyalty, this relationship has not been so simple. Repeated research in this area has come up with contradictory results. Satisfaction measurement has not been a consistent predictor of loyalty, neither has quality. As a result, companies interested in increasing their loyal customer base face the dilemma of deciding if they can expect to see any benefits from improving quality.The purpose of this study is to better explain the relationship between quality, satisfaction and loyalty by including service type in the model. Service type classifies different services on the basis of ease of evaluation. The study looks at the impact of service type on the different relationships in the model, namely, quality to satisfaction, satisfaction to loyalty and quality to loyalty. Next, the mediating effect of satisfaction between quality and loyalty is examined. Finally, the study proposes that service type moderates the mediation effect of satisfaction between quality and loyalty.This study examined perceptions of quality, satisfaction and loyalty in consumers of three different services. These services were selected to represent each of the service types: search, experience and credence.The results provided strong support for the conceptual framework. Service type was found to moderate the relationships between quality and loyalty, satisfaction and loyalty but not between quality and satisfaction. The mediation effect of satisfaction was indeed moderated by service type. In credence services, as compared to other services, the relationship between satisfaction and loyalty as well as quality and loyalty was strongest. This is surprising since it has been believed that improving quality in credence services does not bring any benefits. However this research shows that while consumers may have difficulty evaluating credence services, once they have made a judgment about its quality, they can be the most loyal customers.
Karani, Komal S. "The paradox of credence services how does service type affect loyalty?." 2010. Thesis, Drexel University. Accessed April 19, 2019. http://hdl.handle.net/1860/3489.
Karani, Komal S. "The paradox of credence services how does service type affect loyalty?." 2010. Web. 19 Apr 2019.
Karani KS. The paradox of credence services how does service type affect loyalty?. [Internet] [Thesis]. Drexel University; 2010. [cited 2019 Apr 19]. Available from: http://hdl.handle.net/1860/3489.
9. Lockstone, Trent. Influencing customer retention for low-consumption credence goods through social norms.
▼ Social norms have been claimed to influence customer retention when the social network the customer engages with is well aware of a customer's use of the product or service. This research investigates whether social norms will also influence customer retention for services that are used so infrequently that the social network the customer engages with is not aware that the customer has the product or service. The specific services investigated are also impacted by the fact that the customers themselves are not entirely certain as to their individual need of the product, namely credence goods. The aim of this research is to provide a profile of a customer that would be more influenced by social norms; which knowledge would allow organisations to target specific customers. Using the Mann-Whitney and Kruskal-Wallis tests, hypotheses were tested by analysing questionnaire feedback data on 100 active insurance customers and 100 inactive insurance customers from within the South African financial services market. Empirical support for the effect of social norms on customer retention of credence goods is found. Empirical proof that females are more influenced by social norms than males was found as well as the link between culture value orientation to social norms. In this research a link between a customer's age to social norm influence was not found. Advisors/Committee Members: Corder, Clive (advisor).
Subjects/Keywords: UCTD; Consumption (Economics).; Customer relations.; Customer loyalty.
Lockstone, Trent. "Influencing customer retention for low-consumption credence goods through social norms." 2013. Masters Thesis, University of Pretoria. Accessed April 19, 2019. http://hdl.handle.net/2263/40766.
Lockstone, Trent. "Influencing customer retention for low-consumption credence goods through social norms." 2013. Web. 19 Apr 2019.
Lockstone T. Influencing customer retention for low-consumption credence goods through social norms. [Internet] [Masters thesis]. University of Pretoria; 2013. [cited 2019 Apr 19]. Available from: http://hdl.handle.net/2263/40766.
10. Tsai, Cheng-Hsien. A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School.
▼ The purpose of this paper is to explore the consumers at Republic of China Marine Corps School Military 534 Camp Station and the relationship between their service quality, customer satisfaction, and loyalty, using the questionnaire survey method. 484 valid samples were retrieved, which then undergo SPSS statistical software analysis for descriptive statistical analysis and regression analysis. The analytical results showed that the various dimensions of service quality have positive correlations to the various dimensions of customer satisfaction, with significant effects. The dimensions of service quality are also positively correlated to the dimensions of loyalty, with significant effects. The dimensions of customer satisfaction are positively correlated to the dimensions of loyalty, with significant effects. Advisors/Committee Members: Tung, Yung-nian (chair), Yung-hsiang Ying (committee member), Frank C.S. Liu (chair).
Tsai, Cheng-Hsien. "A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School." 2012. Thesis, NSYSU. Accessed April 19, 2019. http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0813112-160703.
Tsai, Cheng-Hsien. "A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School." 2012. Web. 19 Apr 2019.
Tsai C. A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School. [Internet] [Thesis]. NSYSU; 2012. [cited 2019 Apr 19]. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0813112-160703.
11. Nawajesh, Rahat. Relationship Perspectives on Customer Support Service : Exploring Best Practice for the Telecom Industry.
Abstract The aim of this study is to examine the relationship between customers and the telecommunication service provider regarding customer support service. The authors focus on customers support service as a tool of enhancing relationship between customers and telecommunication service provider and to come up with a "best practice" for the customer-support service in the telecom industry. The research has been conducted with recent relevant literature from academic viewpoint such as the relationship marketing, customer loyalty, customer dominant logic, customer support service and triggering factors for switching. After reviewing all of literatures authors have adequate knowledge how to enhance and sustain long term relationship with customers. Nearly every literature stipulates from customers perspective business operations for long term relationship. To accomplish research aim, authors conducted with an explorative research approach and with the help of a designed descriptive questionnaire which consist of seventeen close-ended and open-ended questions. The target group was sixteen master level students of Karlstad University who belong to nine different countries. From the interview, authors try to explore respondents' experiences and acceptation from customer support service. Authors reached at the conclusion on the basis of collected qualitative information that the effective customer support service plays a vital role for enhancing the relationship between customers and telecom service providers. It is also evident throughout the research that the customer support service is the key link between the customer and the telecommunication service provider.
Nawajesh, Rahat. "Relationship Perspectives on Customer Support Service : Exploring Best Practice for the Telecom Industry." 2011. Thesis, Karlstad University. Accessed April 19, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-11750.
Nawajesh, Rahat. "Relationship Perspectives on Customer Support Service : Exploring Best Practice for the Telecom Industry." 2011. Web. 19 Apr 2019.
Nawajesh R. Relationship Perspectives on Customer Support Service : Exploring Best Practice for the Telecom Industry. [Internet] [Thesis]. Karlstad University; 2011. [cited 2019 Apr 19]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-11750.
12. Knapman, Alana. Temporal Discounting of Different Commodities in Airline Customer Reward Programs.
▼ Customer reward programs are commonly used by airlines in order to entice customers to collect points or miles. If customers engage in the reward program they are more likely to stay loyal to the airline and also purchase more trips. One problem with getting customers to engage in customer reward programs is that rewards that are going to be delivered at a future date tend to be less valuable to the customer than immediate rewards. This holds true even if the reward that would be received some time in the future is larger. Here we have determined if the rewards typically provided by airline customer reward programs, points, upgrades to first class travel or free trips are devalued over time. We also posed the question if these rewards are devalued at different rates over time. In addition, we investigated if the devaluing over time of different rewards is similar in different groups of customers defined by their age, location, income or gender. This was achieved by recruiting subjects by email to fill out a questionnaire containing questions that determining the value of different rewards at different time points using a fill-in-the-black method of measuring temporal discounting, as well as demographic information. Our results demonstrate that all three rewards investigated, points, upgrades and free trips, were less valuable when they were received at a later time point. Free trips were devalued the least over time in comparison to points and upgrades. Location, income and gender did not have a significant impact on how participants devalued the different types of rewards. However, age did affect how much upgrades were devalued over time, with the older groups (56-75) of participants devaluing the upgrades less over time than the younger groups (18-55).
Knapman, Alana. "Temporal Discounting of Different Commodities in Airline Customer Reward Programs." 2012. Thesis, , School of Management. Accessed April 19, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-2549.
Knapman, Alana. "Temporal Discounting of Different Commodities in Airline Customer Reward Programs." 2012. Web. 19 Apr 2019.
Knapman A. Temporal Discounting of Different Commodities in Airline Customer Reward Programs. [Internet] [Thesis]. , School of Management; 2012. [cited 2019 Apr 19]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:bth-2549.
13. Pan, Ching-Fen. Customer Participation in Tourism Marketing.
▼ Recent tourism marketing development has highlighted the importance of customer participation. Owing to experience-seeking and use of internet, customers start to behave themselves as value co-creators, which offers greater opportunities for service providers and benefit customers themselves as well. Therefore, this study aims to identify the factors that contribute to customer participation and examine how customer participation effects relationship marketing in the tourism sector. The author proposes a model, in which communication, customer expertise, affective commitment and interactional justice are assumed to increase the extent to which customers participate in the service delivery. Furthermore, customer participation may increase customer satisfaction and loyalty. A survey was conducted based on travel agency service. In total 152 people who had experience working with travel agency participated in the survey. The testing results showed that the model is fully supported. Firstly, all antecedents, including communication, customer expertise, affective commitment and interactional justice, relate positively to customer participation. Secondly, customer participation enhances customer satisfaction and loyalty. Meanwhile, customer satisfaction has a positive effect on customer loyalty. Thus, the findings provide managers in the tourism with valuable insights that firms can increase their competitive advantage through enhancing customer participation. Advisors/Committee Members: Shih-Chieh Hsu (chair), Chun-Tuan Chang (chair), Min-Hsin Huang (committee member).
Pan, Ching-Fen. "Customer Participation in Tourism Marketing." 2011. Thesis, NSYSU. Accessed April 19, 2019. http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0713111-143646.
Pan, Ching-Fen. "Customer Participation in Tourism Marketing." 2011. Web. 19 Apr 2019.
Pan C. Customer Participation in Tourism Marketing. [Internet] [Thesis]. NSYSU; 2011. [cited 2019 Apr 19]. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0713111-143646.
14. Kernazickaitė, Ilona. UAB "Kauno Žalgirio sporto komplekso" klientų lojalumo didinimas.
Kernazickaitė, Ilona. "UAB "Kauno Žalgirio sporto komplekso" klientų lojalumo didinimas." 2009. Masters Thesis, Vytautas Magnus University. Accessed April 19, 2019. http://vddb.laba.lt/obj/LT-eLABa-0001:E.02~2009~D_20090806_092739-53790 ;.
Kernazickaitė, Ilona. "UAB "Kauno Žalgirio sporto komplekso" klientų lojalumo didinimas." 2009. Web. 19 Apr 2019.
Kernazickaitė, Ilona. UAB "Kauno Žalgirio sporto komplekso" klientų lojalumo didinimas. [Internet] [Masters thesis]. Vytautas Magnus University; 2009. [cited 2019 Apr 19]. Available from: http://vddb.laba.lt/obj/LT-eLABa-0001:E.02~2009~D_20090806_092739-53790 ;.
15. Jonathan, Gideon Mekonnen. How can loyalty programmes improve brand loyalty?.
Jonathan, Gideon Mekonnen. "How can loyalty programmes improve brand loyalty?." 2015. Thesis, University of Gävle. Accessed April 19, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-19934.
Jonathan, Gideon Mekonnen. "How can loyalty programmes improve brand loyalty?." 2015. Web. 19 Apr 2019.
Jonathan GM. How can loyalty programmes improve brand loyalty?. [Internet] [Thesis]. University of Gävle; 2015. [cited 2019 Apr 19]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-19934.
16. Nadanasabai, R. A study on the impact of customer relationship management on customer loyalty with special reference to cellular operators in Chennai city; -.
The concept of Customer Relationship Management has a significant role in every business organisations. It plays a predominant role especially in service organisations where, customer acquisition, rendering the required service and retain them by providing value for their cost for a long period of time, and improve continuous revenue from that customer. Customer Relationship Management in highly competitive cell phone service helps the service provider in extending the service as well as help in acquire, serve and retain the cell phone users. The study is undertaken to identify the impact of Customer Relationship Management tool in confirming the concept of customer loyalty among the cell phone service providers in Chennai city. The study was undertaken among the cellular users in Chennai city. A pilot study was undertaken with a structured questionnaire. The questionnaire was circulated to 50 persons in Chennai city. The Cronbach Alpha method and Hotelling T-test were applied to check the reliability of the data. These tests revealed the reliability as 0.897, which states that it was 89.7 percent reliable. With minor modifications based on the feedback provided by the respondents, the questionnaire was circulated to the cell phone users in different parts of Chennai city using Stratified random sampling technique. The questionnaire was circulated to 572 respondents. 556 respondents filled the questionnaire, out of that 534 respondents filled it properly and they are considered for data analysis. So the exact sample of the study is 534.The data for the study comprises of both primary and secondary data. Primary data was collected for the survey and the secondary data was collected from different books, journals, magazines, periodic reports by various associations and from other dailies. The primary data collected through the survey was analysed using Statistical Package for Social science (SPSS).
Advisors/Committee Members: Sakthivelmurugan, M, Aryasri, A Ramachandra.
Nadanasabai, R. "A study on the impact of customer relationship management on customer loyalty with special reference to cellular operators in Chennai city; -." 2011. Thesis, Jawaharlal Nehru Technological University. Accessed April 19, 2019. http://shodhganga.inflibnet.ac.in/handle/10603/4555.
Nadanasabai, R. "A study on the impact of customer relationship management on customer loyalty with special reference to cellular operators in Chennai city; -." 2011. Web. 19 Apr 2019.
Nadanasabai R. A study on the impact of customer relationship management on customer loyalty with special reference to cellular operators in Chennai city; -. [Internet] [Thesis]. Jawaharlal Nehru Technological University; 2011. [cited 2019 Apr 19]. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/4555.
17. Vijay anand S. Impact of service quality on Customer satisfaction and loyalty An empirical study in indias post Office savings banking sector Using servqual;.
S, Vijay anand. "Impact of service quality on Customer satisfaction and loyalty An empirical study in indias post Office savings banking sector Using servqual;." 2015. Thesis, Anna University. Accessed April 19, 2019. http://shodhganga.inflibnet.ac.in/handle/10603/39890.
S, Vijay anand. "Impact of service quality on Customer satisfaction and loyalty An empirical study in indias post Office savings banking sector Using servqual;." 2015. Web. 19 Apr 2019.
S Va. Impact of service quality on Customer satisfaction and loyalty An empirical study in indias post Office savings banking sector Using servqual;. [Internet] [Thesis]. Anna University; 2015. [cited 2019 Apr 19]. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/39890.
18. Rubinskaitė, Laura. Vartotojų lojalumo vertinimas.
Rubinskaitė, Laura. "Vartotojų lojalumo vertinimas." 2014. Masters Thesis, Vilnius University. Accessed April 19, 2019. http://vddb.laba.lt/obj/LT-eLABa-0001:E.02~2009~D_20140626_184116-48356 ;.
Rubinskaitė, Laura. "Vartotojų lojalumo vertinimas." 2014. Web. 19 Apr 2019.
Rubinskaitė, Laura. Vartotojų lojalumo vertinimas. [Internet] [Masters thesis]. Vilnius University; 2014. [cited 2019 Apr 19]. Available from: http://vddb.laba.lt/obj/LT-eLABa-0001:E.02~2009~D_20140626_184116-48356 ;.
19. Felix, Amoah. Customer relationship management practiced by KOSAB.
▼ Customer relationship management (CRM) presents a new paradigm shift to the old traditional marketing strategies that are known and practiced by many organisations in South Africa and across the globe. Competition is not an excuse for failure anymore. Organisations that do not have any concrete strategies in dealing with the customer will not survive in the market. The ultimate goal of CRM is to enable organisations to forge closer ties with the customer so that a solid bond can be created to enhance loyalty and satisfaction. The goal for this research was to identify the CRM strategies used by a single organisation and thereafter suggest improvements to enhance customer loyalty. The results of the study could assist the management of the organisation to improve the CRM strategies which will hopefully enhance retention and prevent customer attrition. A literature review was conducted to unveil various elements of CRM, and strategies that can attract and retain customers. It helped in identifying themes for the empirical study. An in-depth interview was conducted with the general manager of the organisation to gauge his perception, and CRM practices in the organisation. An interview guide was used during the interview process. Four main topics namely: implementation of CRM, customer loyalty, customer complaints and conflict, and employees training and motivation were utilised for the interview guide and followed by further probing. Based on the responses obtained, analyses were made by comparing the responses to what literature revealed so that shortcomings could easily be identified.The study revealed that there were several inconsistencies with what was practised by the organisation and what the literature study revealed. Bearing in mind the shortcomings indentified in the empirical study, the researcher made the following recommendations. • The CRM implementation approach needs to be carefully planned with a clear defined vision and mission statement that focus on customer centredness. • The organisation needs to invest in modern and innovative channels of communication and strategic partnership to reach the right customer. • The organisation has to develop effective market segmentation and targeting to know the customer well. • Consistent and highly relevant customer experiences should be drawn-on to fulfill the organisation's promise of trust and reliability. • The organisation should adopt competitive pricing strategy to limit customer sensitivity on price. • The organisation should invest in employees' development and welfare. • Further research can be conducted to investigate the perception of other food retailers on the CRM strategies practiced. • Further research can also be conducted in the organisation to investigate the perception of employees and customers on the CRM strategies practised. Advisors/Committee Members: Burger, John Dr.
Felix, Amoah. "Customer relationship management practiced by KOSAB." 2011. Masters Thesis, Nelson Mandela Metropolitan University. Accessed April 19, 2019. http://hdl.handle.net/10948/d1008046.
Felix, Amoah. "Customer relationship management practiced by KOSAB." 2011. Web. 19 Apr 2019.
Felix A. Customer relationship management practiced by KOSAB. [Internet] [Masters thesis]. Nelson Mandela Metropolitan University; 2011. [cited 2019 Apr 19]. Available from: http://hdl.handle.net/10948/d1008046.
20. Wu, Mei-chu. The Customer Relationship Management in Pharmaceutical Industry-A Case Study of N Company.
▼ Taiwan is single insurance system. Government is our sole insurer. The Primary vision of Health Insurance is to provide the better and more secure medical care to the legal resident in Taiwan. However due to the massive amount of older people, government can't afford it anymore and it is getting risking on financing situation. In order to prevent any finance risk, our government works out many medical policies. Under these medical policies caused much impact on the entire medical industry, how can Pharmacy companies sustainably survive in Taiwan? The best way to survive is to become the fellowship of Government and follow with Government. Based on the customer Centre strategy, it needs to generate win-win relationship at best vendor of choice and long-term partnership. At the same, the customer relationship management (CRM) topic is direct to support diversity of customer needs. The research is to study and probe into the service quality and marketing team of the company N, and the result oriented interview works out with CRS team and marketing team to provide hands on solution to hospital management. To efficiently support customer growth and demand with well human medical care quality at this moment, all pharmacy suppliers can keep providing more complete medical care solution to patients and align with business growth in long-term. Advisors/Committee Members: Huei-Mei Liang (chair), Jin-Feng Uen (chair), Min-Hsin Huang (committee member), Jun-Ying Huang (committee member).
Wu, Mei-chu. "The Customer Relationship Management in Pharmaceutical Industry-A Case Study of N Company." 2013. Thesis, NSYSU. Accessed April 19, 2019. http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0426113-150519.
Wu, Mei-chu. "The Customer Relationship Management in Pharmaceutical Industry-A Case Study of N Company." 2013. Web. 19 Apr 2019.
Wu M. The Customer Relationship Management in Pharmaceutical Industry-A Case Study of N Company. [Internet] [Thesis]. NSYSU; 2013. [cited 2019 Apr 19]. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0426113-150519.
21. Lu, Ju-Chiung. A Research of Key Factors In Customer Loyalty-PCB layout Industry.
▼ Along with the advance of era of scientific technology, Product unceasing weeding through the old to bring forth the new, How to emerge in numerous like products, Except that must join externally popularlyãSimple operation outside element, The intrinsic function also needs to be formidable and stable, And also needs to consider safety regulations and that the demand of environment protection various countries proposed, such as EU, North America and Japan and other countries already set the request of environmental protection to the electron and information product one after another. Therefore the technology and production process of product must continuously renew, Can be able to follow the footsteps of producer research and development, But the design of printed wiring board (PCB layout) in process of research and development the technical capability is important, Because it to the function and stable and Ann gauge product whether can through having the decisive influence, Therefore the R&D department and relations of PCB of layout Corporation Electronic Co. are close, but PCB layout Corporation also hopes that strengthens and improves the loyalty of customer with customer's partnership, this is also the subject of research this discussion. This research and discusses the domestic and foreign related literature after the depth interview, Reorganizes to be the value of this industrial customer, Also is affects the customer satisfaction five tremendous influence factors, product quality, price, delivery date, service quality and strategic alliance one-stop services as the key point of this depth interview, In the share of operation and experience because of these case company practices, after the material collection and analysis reorganized, reached several main conclusions: 1. The customers seek for the way majority of PCB layout Corporation introduced by the friend or the engineer, because the friend cooperates has been able to understand the way of its ability and coordination. 2. The customers choose the condition of PCB layout Corporation, mainly looked that which manufacturers is capable of making the product of company and has cooperated as the main condition of choice. 3. The life cycle of product is long, such as server and IPC industry, because pursues the high stability. Therefore the importance of quality is bigger than the delivery date. But the life cycle of product short such as notebook industry or consumption product, then the importance of delivery date is bigger than the quality. 4. The notebook industry of consisting mainly of the ODM/OEM customer, is bigger than the quality to the delivery date importance. but company that gives priority to the private brand, because the time can control, therefore the importance of quality is bigger than the delivery date. 5. The price to the layout stage is not the important key aspect, the low price strategy to the customer not too strong attraction. 6. The service quality the degree of scale small company well-respected is much greater than the larger scale… Advisors/Committee Members: Huang, Liang-Chih (chair), Jin Feng Uen, PhD, RN (committee member), Chen, Shyh-jer (chair).
Lu, Ju-Chiung. "A Research of Key Factors In Customer Loyalty-PCB layout Industry." 2013. Thesis, NSYSU. Accessed April 19, 2019. http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0623113-102818.
Lu, Ju-Chiung. "A Research of Key Factors In Customer Loyalty-PCB layout Industry." 2013. Web. 19 Apr 2019.
Lu J. A Research of Key Factors In Customer Loyalty-PCB layout Industry. [Internet] [Thesis]. NSYSU; 2013. [cited 2019 Apr 19]. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0623113-102818.
22. Chung, Ching Ying. Customer satisfaction, complain, Loyalty, and Churn of Mobile user.
▼ According to the statistics report of NCC, analysis revenue, user penetration, and ARPU, the mobile user become major customer for communication service provider (CSP). The market share of tope 3 CSP exceed 90%, the telecommunication service become highly competitive industry in Taiwan especially in mobile service. This study is to analysis the factors influence customer satisfaction, and the relationship between customer satisfaction and customer loyalty, complain, and churn. The finding could provide CSP the direction of invest the resource for improving customer perceiption and reduce the customer churn rate. This study is base on the ACSM (American Customer satisfaction Model) to test the hypotheses suggesting the customer satisfaction is influence by brand image, perceiption quality, price, and product expectation and it significant impact the customer complain, and the intention of continue the contract of current service provider or switching to other service provide. From the result of study, we found brand image, perceiption of quality, and the product expectation is significant influence the customer satisfacation, but price not, meanwhile the customer satisfacation will further impact the customer loyalty, but not for complain and churn. The subscriber whose age below 20 years old, and the having the number less than 3 year, their loyalty is influence by price. Suggest CSP mshould invest resource on brand image, network quality and customer expection since they will influence customer satisfication, and then loyalty; meanwhile price offering is also important for low loyal customer. Advisors/Committee Members: Tsai, Hsien-tang (chair), Tsuang -Yi Kuo (committee member), Iuan-Yuan Lu (chair).
Chung, Ching Ying. "Customer satisfaction, complain, Loyalty, and Churn of Mobile user." 2016. Thesis, NSYSU. Accessed April 19, 2019. http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-1123116-042250.
Chung, Ching Ying. "Customer satisfaction, complain, Loyalty, and Churn of Mobile user." 2016. Web. 19 Apr 2019.
Chung CY. Customer satisfaction, complain, Loyalty, and Churn of Mobile user. [Internet] [Thesis]. NSYSU; 2016. [cited 2019 Apr 19]. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-1123116-042250.
23. Chuang, Kuo-yuan. A study on the relationship among service quality ,the customer relationship management ,customer satisfaction and customer loyalty.
▼ The environment of the health care industry resulting in a considerable change in recent years by the NHI system uncertainty, rising health care costs, intra-industry competition, the rise of consumer awareness, as well as the patient's requirements to improve the quality of medical care and other factors impact. Therefore, health care providers have thinking business strategy in the future of medical institutions, and actively pursue a diversification of health services, extend the medical professional services related to health checks which is no constraints by NHI system, and at their own expense systemic health checks. Armed forces hospital is not only provide health check service to military personnel but also to provide the public at their own expense health check service. Many domestic and foreign literature shows that use of customer relationship management effectively can improve service quality. Therefore, how to use customer relationship management to enhance service quality of health check, to explore new customers (public) and retaining customers (military personnel), strengthen the competitiveness is an important issue facing the Armed forces hospitals. In this research, the content of health check service quality are four dimensions to form by the environmental facilities, the health check process, personnel services and health management;the overall customer satisfaction for a single item; the customer loyalty is primarily to repurchase intentions and recommended four questions of. The structure of this research was constructed by "health check service quality", "customer satisfaction", " customer loyalty" the three dimensions together with background information on the dimensions of the formation; and distinguish between "health check service in current" and " health check services in the use of customer relationship management to adjust or increase the service measures " in two part. Explore the relationship and differences between the various dimensions. This research took the example of an armed forces regional hospital. We use the convenient sample method to obtain questionnaires. The result of this research discovers that the demographic factors have no statistical difference with the health check service quality and the overall customer satisfaction; demographic factors of marital status and work patterns (military personnel) for partial questions of the customer loyalty have significant difference. There is moderate to high positive correlation between health check service quality and overall customer satisfaction. With the application of stepwise multiple regression analysis, health management in the health check service quality can efficiently predict overall satisfaction of the health check as a whole explanatory power and statistical-significance. Health check of the overall customer satisfaction and customer loyalty is positively related. "The overall satisfaction of health check services in the use of customer relationship management to adjust or increase the service measures" is higher… Advisors/Committee Members: Yuan-yi Chia (chair), Ying-chun Li (committee member), Dong-sheng Tzeng (chair).
Chuang, Kuo-yuan. "A study on the relationship among service quality ,the customer relationship management ,customer satisfaction and customer loyalty." 2012. Thesis, NSYSU. Accessed April 19, 2019. http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0620112-082145.
Chuang, Kuo-yuan. "A study on the relationship among service quality ,the customer relationship management ,customer satisfaction and customer loyalty." 2012. Web. 19 Apr 2019.
Chuang K. A study on the relationship among service quality ,the customer relationship management ,customer satisfaction and customer loyalty. [Internet] [Thesis]. NSYSU; 2012. [cited 2019 Apr 19]. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0620112-082145.
24. Su, Yi-Yih. Comparison of the Customer Relationship Management for Legal Services in Chinese Metropolis.
▼ Abstract In this study, we will research for legal services company about the customer relationship management. We select three cityâs legal services company, including Beijing, Hong Kong and Taipei. The research variables are customer satisfaction, customer loyalty, brand, Guanxi and customr relationship management. In this study, we use qualitative analysis method and to interview the legal services partner to get first-hand data. About customerâs satisfaction, customers care about the quality more than price. In most cases, the company doesnât use customer satisfaction surveys to understand customer needs. About customerâs loyalty, new customers majority is recommended from the old customers. If the company fail the case, there are still 70% of customers are willing to continue to cooperation. About the Brand and Guanxi, different cities and different legal services are showing different data. About the customer relationship management, the legal services and customer interaction are dominated by academic exchanges and good customer management will enchance the satisfaction, loyalty and increasing revenue. Keywords: legal services, customer relationship management, customer satisfaction, customer loyalty, Brand, Guanxi. Advisors/Committee Members: Chihyuan Wang (chair), James C. T. Lee (committee member), Yi-Min Tu (chair).
Su, Yi-Yih. "Comparison of the Customer Relationship Management for Legal Services in Chinese Metropolis." 2011. Thesis, NSYSU. Accessed April 19, 2019. http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0830111-140134.
Su, Yi-Yih. "Comparison of the Customer Relationship Management for Legal Services in Chinese Metropolis." 2011. Web. 19 Apr 2019.
Su Y. Comparison of the Customer Relationship Management for Legal Services in Chinese Metropolis. [Internet] [Thesis]. NSYSU; 2011. [cited 2019 Apr 19]. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0830111-140134.
25. Madubanya, Peter Petrus Malesela. The influence of customer relationship management on customer loyalty at a South African life insurance company .
▼ This thesis is prompted by the discussions around Customer Relationship Management (CRM) in the financial industry and life insurance companies in particular. The study seeks to gain better understanding of the influence that CRM has on Customer Loyalty in a selected South African life insurance company. While CRM has been approached by academics and practitioners from different perspectives, literature seems to be viewed as inconsistent and fragmented on this concept. The concept of CRM is a new approach by management in South Africa and it is due to this fact that there are not sufficient studies on it. The purpose of this thesis is to investigate the influence of Customer Relationship Management on customer loyalty in Metropolitan. To achieve this purpose, a questionnaire was distributed amongst selected Metropolitan customer service offices nationally and a selected number of customers were approached to participate in the study. The findings show that Customer Relationship Management has an influence on customer loyalty and that Metropolitan does employ the principles of Customer Relationship Management. Advisors/Committee Members: Cronje, S. E (advisor).
Madubanya, Peter Petrus Malesela. "The influence of customer relationship management on customer loyalty at a South African life insurance company ." 2015. Thesis, Cape Peninsula University of Technology. Accessed April 19, 2019. http://etd.cput.ac.za/handle/20.500.11838/2043.
Madubanya, Peter Petrus Malesela. "The influence of customer relationship management on customer loyalty at a South African life insurance company ." 2015. Web. 19 Apr 2019.
Madubanya PPM. The influence of customer relationship management on customer loyalty at a South African life insurance company . [Internet] [Thesis]. Cape Peninsula University of Technology; 2015. [cited 2019 Apr 19]. Available from: http://etd.cput.ac.za/handle/20.500.11838/2043.
26. Abele, Karin P. N. Customer equity : dimensions and realisation process.
▼ A number of researcher and practitioners have identified a dramatic increase in competition and market transparency as the driving force behind the decline in customer loyalty in the financial services sector (e.g. Caruana, 2002). However, the costs for selling a product to a new customer are much higher than the costs for selling the same product to an existing customer, particularly when the customer is loyal to the company (Duffy, 2003). Due to these facts, strengthening customer relationships is necessary to achieve higher customer equity. Blodgett (2000) claims that the successful implementation of a customer equity strategy involves an organisation's customer focus, operations, systems, and culture. Companies can offer value to customers through their services and products (added value and innovations), their personnel (service quality), and their processes (speed and quality). When the customer buys financial products and services, he creates customer equity for the company, which is in this thesis presented as company profit. Company profit is the sum of all customer profits and represents the value of each customer in the form of monetary aspects. This thesis aims at investigating if communication, price, process, product and human resource management influence company profit (customer equity) and, thus, whether they are drivers of customer equity (Chapters 5-10). In total, seven dimensions have been investigated. Recent customer equity models of value-based management are examined from the literature and based upon this, the construction of a new conceptual model for value building in competitive markets is proposed (Chapter 4). The framework identifies value propositions such as brand or product leadership, value sources for determining value creation strategies, and finally customer touch points for value delivery. Touch points are referred to as advertising, use of a logo, presence of sales persons, websites, branch outlets etc i.e. the human and physical interactions with customers over their relationship with an organisation. Together with products such touch points are designed to deliver value to customers with the objective of increasing customer equity.
Abele, Karin P N. "Customer equity : dimensions and realisation process." 2009. Doctoral Dissertation, De Montfort University. Accessed April 19, 2019. http://hdl.handle.net/2086/2390.
Abele, Karin P N. "Customer equity : dimensions and realisation process." 2009. Web. 19 Apr 2019.
Abele KPN. Customer equity : dimensions and realisation process. [Internet] [Doctoral dissertation]. De Montfort University; 2009. [cited 2019 Apr 19]. Available from: http://hdl.handle.net/2086/2390.
27. Ouparami, Wisanan. High-speed internet service providers in Thailand: customer selection, satisfaction and loyalty.
Ouparami, Wisanan. "High-speed internet service providers in Thailand: customer selection, satisfaction and loyalty." 2009. Thesis, Southern Cross University. Accessed April 19, 2019. http://epubs.scu.edu.au/theses/185.
Ouparami, Wisanan. "High-speed internet service providers in Thailand: customer selection, satisfaction and loyalty." 2009. Web. 19 Apr 2019.
Ouparami W. High-speed internet service providers in Thailand: customer selection, satisfaction and loyalty. [Internet] [Thesis]. Southern Cross University; 2009. [cited 2019 Apr 19]. Available from: http://epubs.scu.edu.au/theses/185.
28. Hu, Wen-Ting. The Influence of Innovation Capabilities on Customer Royalty in Convenience store - The Case Study of FamilyMart.
▼ With the evolution of the times, the consumption habits of the Taiwanese people are constantly changing. For the needs of the retail industry, today's chain convenience stores have occupied an irreplaceable position in the retail industry in Taiwan. This study explores the interrelationship between retail innovation and customer loyalty through an innovation case at Familymart. Through literature review, research design, questionnaire distribution, statistical analysis, and results writing, we concluded that retail innovation has a significant positive correlation with customer loyalty. Even through the mediatorsâ customer value, the innovation in the retail industry still has a partial impact on customer loyalty. Through case studies of Familymart, companies are expected to focus more on their ability to innovate and innovate within the company, allowing their industries to emerge in an era of dominance. Advisors/Committee Members: Chao-Hsien Sung (committee member), Thijs Velema (chair), Chin-Tarn Lee (chair).
Hu, Wen-Ting. "The Influence of Innovation Capabilities on Customer Royalty in Convenience store - The Case Study of FamilyMart." 2018. Thesis, NSYSU. Accessed April 19, 2019. http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0528118-155011.
Hu, Wen-Ting. "The Influence of Innovation Capabilities on Customer Royalty in Convenience store - The Case Study of FamilyMart." 2018. Web. 19 Apr 2019.
Hu W. The Influence of Innovation Capabilities on Customer Royalty in Convenience store - The Case Study of FamilyMart. [Internet] [Thesis]. NSYSU; 2018. [cited 2019 Apr 19]. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0528118-155011.
29. Craucamp, Frederik Willem. Factors influencing customer retention, satisfaction and loyalty in the South African banking industry .
▼ Customer retention, loyalty and satisfaction are extremely important elements in any company's strategy, especially in the highly competitive South African banking industry. Understanding the various factors that could influence these constructs is therefore critical to organizational success. Several studies showed the impact of these measures on profitability and shareholder value, but there has been little effort to access the factors that might lead to higher levels of retention, loyalty and satisfaction, especially in the banking industry. This paper examines the antecedents of customer retention, satisfaction and loyalty. These possible factors include: perceived value, perceived corporate image, perceived competitive advantage, perceived switching barriers, communication, knowledgeable employees, empowerment, personalisation, ethical behaviour, fees, relationship marketing, service quality (core and relational) as well as enabling service features. The results indicated that customer loyalty, customer satisfaction, switching barriers and communication had a significant impact on customer retention; customer loyalty, perceived value, perceived corporate image, retention, empowerment and relationship marketing had a significant impact on customer satisfaction; and customer satisfaction, switching barriers, perceived value, customer retention, fees, competitive advantage and relationship marketing had a significant impact on customer loyalty. It is evident that there is a close relation between satisfaction, retention and loyalty as all three influence each other in some way or another.
Craucamp, Frederik Willem. "Factors influencing customer retention, satisfaction and loyalty in the South African banking industry ." 2012. Thesis, North-West University. Accessed April 19, 2019. http://hdl.handle.net/10394/9009.
Craucamp, Frederik Willem. "Factors influencing customer retention, satisfaction and loyalty in the South African banking industry ." 2012. Web. 19 Apr 2019.
Craucamp FW. Factors influencing customer retention, satisfaction and loyalty in the South African banking industry . [Internet] [Thesis]. North-West University; 2012. [cited 2019 Apr 19]. Available from: http://hdl.handle.net/10394/9009.
30. Leong, Kuan Wei. The impact of customer loyalty programs and mediating factors on store loyalty in the supermarket industry.
Supermarkets are a low margin high volume business with low entry barriers and switching costs. When markets become saturated and customer retention is more important than ever, many supermarkets launch their own customer loyalty programs aimed at increasing customer loyalty to the store. The rewards and services that come with loyalty programs bring a significant cost to supermarkets. However, a small increase in customer loyalty can generate significant increases in sales turnover that helps to recoup loyalty program investment. From the literature review, it is posited that customer loyalty programs have a positive and linear effect on customer satisfaction with the store, and on store loyalty. Furthermore, there is strong empirical evidence that store satisfaction is antecedent to store loyalty. This study examines the stance that store satisfaction mediates the relationship between customer loyalty programs and store loyalty. This study adopts the Bridson, Evans and Hickman (2008) framework from the literature to investigate the relationship between customer loyalty programs, customer satisfaction and customer loyalty. The online questionnaire administration collected 205 responses from individuals aged at least 18 years and living in Hong Kong. The relationship between different constructs are analysed with SPSS software. The findings reveal that customer loyalty programs indeed have a positive and linear effect on store satisfaction and store loyalty. Store satisfaction is also found to mediate the relationship between customer loyalty programs and customers' store loyalty. More importantly, this study discovers that there is no difference in store loyalty between loyalty program members and those who are not loyalty program members. In addition, this study found that the role of location was a strong predictor of store satisfaction and price image. The study reveals that customer service and price image are the two most important factors influencing store loyalty. Thus, practitioners and owners of supermarkets should consider adjusting their loyalty program designs based on these findings as they strive to obtain optimum results for their supermarkets.
Leong, Kuan Wei. "The impact of customer loyalty programs and mediating factors on store loyalty in the supermarket industry." 2013. Thesis, University of Newcastle. Accessed April 19, 2019. http://hdl.handle.net/1959.13/1038763.
Leong, Kuan Wei. "The impact of customer loyalty programs and mediating factors on store loyalty in the supermarket industry." 2013. Web. 19 Apr 2019.
Leong KW. The impact of customer loyalty programs and mediating factors on store loyalty in the supermarket industry. [Internet] [Thesis]. University of Newcastle; 2013. [cited 2019 Apr 19]. Available from: http://hdl.handle.net/1959.13/1038763.


Super Bowl 2016 : Publicités brand hashtags Infographic by @Postano ! Cars-makers inside !
Star Cars of The Silver Screen: 27 auto cultes du cinéma en Infographie interactive !
Porsche new 911 Carrera Type 991 : byebye flat-six atmo ! Hello flat-six turbo !
CITROEN IN LINES : le design des automobiles Citroën de 1919 à 2015 ! Awesome work!


We released our quarterly newspaper this year with interviews from industry professionals. If you leave your details in the form below, we'd be happy to send you a copy.
We released our quarterly newspaper this year with interviews from industry professionals across the board. If you leave your details in the form below, we'd be happy to send you a copy.


Stand Up to Racism: who are you? And where are you on grooming gangs?
There was a glimmer of hope when a Labour MP, Sarah Champion MP, decided to finally discuss the issue of grooming gangs. Gangs of predominately Pakistani origin taking advantage of young white girls. Abuse in a way that is abhorrent, and stomach turning. Sarah wrote an informative and well-overdue piece for The Sun newspaper. But it didn't take long for the powers-that-be to twist the screws. We then saw her backtrack from the article and resign from her shadow ministerial post.
There's a sheer unwillingness on the part of some in politics to even raise this issue. Instead of accepting and finding pragmatic solutions to a growing issue here in the UK, they seem to hide behind ever growing censorship in the hope it's somehow not there. Or as I'd put, it just kicking the can down the road.
I have my doubts on how long this video will remain live or when I'll have a knock on the door from the thought police. The deniers seek to point out the fact that most sexual abuses in Britain are committed by white people. This, while true, is also misleading. While 80%+ of the British population is white so, of course, any crime is going to have more white perpetrators than any other ethnic group. As a proportion of the population however, the numbers differ greatly. Muslims make up just 5% of the British population, yet that 5% is responsible for 90% of all crimes by grooming gangs.
So, lets keep it real. What may be on our neighbours' door steps today, may be on our door step tomorrow. The action I'm calling for is recognition of the facts. This isn't racist or Islamophobic: this is just plain and simply sensible. Failure to do so leaves thousands of vulnerable children at further risk!
It's very clear to me that established organisations that have huge influence only see racism one way!
I stand up to racism no matter who it is or where it is.


Protection of your residence is a frontline defence and deterrent as either part of a close protection security package, or as a stand-alone service. No-one should feel at risk or vulnerable in their own home; but sadly, wealth or fame attracts a certain level of threat.
Intelligent Protection International Limited residential security teams (RST) are made up of former members of the armed forces, utilising their military training and experience, they provide a sound protection solution. We can also combine our Residential Security personnel with Patrol Dogs to enhance the overall level of security provided.
Ideally, prior to any deployment of residential security, we would carry out a full Security Review and Risk Assessment. However, should circumstances dictate rapid deployment, a Primary Review and Risk Assessment would be carried out and acted upon; this would then be followed by a more in-depth report.
For whatever reason you feel unsafe, we will be able to put your mind at ease with workable, cost effective solutions.
Deployment of our teams as static, mobile or rapid reaction to any location worldwide, can be arranged at short notice. Outside of the UK, armed residential security teams are an option, where legally possible. Our Management Team are on hand to discuss any requirements that you may have regarding this.
We have a good number of female operatives on our books, both ex-Police and ex-Military, all qualified and with vast experience.
In fact, in many situations with event security, female operatives outshine their male counterparts.
Yes. All staff and operatives are fully vetted under UK Law Disclosure and Barring Service (DBS) checks, and as part of the compulsory Security Industry Authority (SIA) licensing.


FLETCHER M H HAGERMAN Samuel D HORTH? Jacob KEPPLER Fred.
This page is "1862 Military Census E-K Index" on the Logan County, Illinois, ILGenWeb site. The address of this page is http://logan.illinoisgenweb.org/1862e-k.htm.


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text:
In his Homecoming, Antonio Orozco defeats Honorio to get win #20
At the conclusion of his victory over Martin "El Brochas" Honorio of Mexico City, San Diego's Antonio Orozco is joined by his trainer Carlos Barragan Jr. (l) and manager, Frank Espinoza (r). Photo: Jim Wyatt
The special edition of "Ringside at Del Mar," which aired Thursday evening from the Del Mar Fairgrounds live on FOX Sports 1 and FOX Deportes, is now in the history books. As projected welterweight sensation Antonio "Relentless" Orozco (20-0, 15 KOs) of Paradise Hills, San Diego, CA moved one step closer to his shot at a World Title by defeating the veteran Martin "El Brochas" Honorio (32-9-1, 16 KOs), a gentleman who over a 16 year career has fought some of the best ever and won six titles.
What made Thursday night's triumph so special? This was Orozco's first fight in his hometown, in front of family and friends, in almost four years. For many years, locals watched him develop, progress up the ranks and now he's a ranked contender, married with three adorable children. On Thursday night, he was like this favorite son, who after being drafted by the Military, then sent off to war and on his return receives this much deserved welcome home.
(photo, top, left) The vocalists competition continued at Del Mar as award winning tenor Gerardo Gaytan (l) melodiously belted out the Mexican National Anthem and then Alejandro Amezcua wowed the crowd with his version of the Star Spangled Banner. Their awesome balance of the high and low overtones was remarkable. (top, right) Paulie Malignaggi, the former IBF Welterweight and WBA Lightweight Champion and now boxing color commentator for Fox Sports, was introduced to Tijuana's jr. Flyweight Champ Kenia Enriquez. (below) The show's organizers finish their last minute preparations. Photos: Jim Wyatt
Getting back to Thursday night's performance
From the outset, Antonio Orozco forced the action and not once took a backward step. His opponent's strategy involved using his jab, circling left away from Orozco's power and trying to potshot Orozco from a distance. Before you knew it, their heads brushed against one another, and blood started trickling down Orozco's cheek from an inch long gash above the cheek and below his left ear. Between rounds, cut man Miguel Diaz did an amazing job of stopping the bleeding.
(top photo) In the opening round, the boxers, Antonio Orozco (r) and Martin Honorio (l) size each other up. Photos: Jim Wyatt
With the action becoming even fiercer in round two, both boxers went to work pounding the midsection. Then, it was Orozco landing the big overhand right. With both boxers letting their hands go, their final exchange was so intense it continued well past the bell.
By round three, Orozco had gotten himself into a rhythm of countering off Honorio's misses. At this point, blood came trickling down from Honorio's left nostril.
Signs this match was going to be a real dogfight continued through round four. Each time Orozco landed a big overhand right, Honorio responded with the two and three punch combinations. Just before the bell, Orozco caught Honorio with another solid right that caught him flush. As a consequence, there was more blood, not only above Orozco's right eye but now above Honorio's right eye.
From round five on, it was downhill for Honorio as the Orozco power shots kept reaching their target and Honorio's responses had less and less affect. In desperation, we saw Honorio switch to the southpaw stance in round eight.
After a point was deducted from Honorio in round nine for hitting on the back, it became clear the only way he could pull out a victory was by way of knockout. At the 1:20 point of round nine, Honorio got caught with a stiff jab that most likely broke his nose.
In the 10th and final round, the stouthearted veteran stood up to Orozco's final assault which featured a three punch combination that would normally end anyone's night.
At the conclusion of the bout, both boxers knew they had been in a war.
With the knockdown and final punch stats showing Orozco with 235 punches landed to 127 for Honorio, the judges' decision was a foregone conclusion.
TV bout #1
In the opener for TV, a junior Featherweight six-round contest, it was 26 year-old Manuel Roman of Paramount, CA (16-2-3, 6 KOs) going up against 35 year-old Jose "Cacho" Silveira (15-10-0, 6 KOs) of Kanasin, Yucatan, Mexico, who now trains at the Marron Boxing Camp in Lakeside, CA.
This was one of those close-in fights, two guys hammering away in a telephone booth. Since Roman landed the more accurate, better leveraged punches, you had to figure it was just a matter of time before Roman won by attrition. Then, in the final round, as if to add some intrigue, Roman had a point deducted after delivering a low blow. The point deduction had little to no bearing on the contest as all three judges scored the bout 59-54 in favor of Roman.
If you check Silveira's record, you'll notice he has 4 wins, 9 losses since October 24, 2010. To quote Paulie Malignaggi, "You either get better or you get shop worn." Silveira is the latter.
Boxer Manuel Roman (r) and promoter Jorge Marron ( l) await the pre-fight introductions. Photo: Jim Wyatt
At the conclusion of his bout against Jose Silveira, Manuel Roman (c) has his arm raised in victory by referee Jose Cobian. Photo: Jim Wyatt
The Co-Main event scheduled for 10 rounds in the Jr. Featherweight Division had 5'7" Manuel "Tino" Avila (22 years of age) from Vacaville, CA (14-0, 5 KOs) going up against the much shorter but more experienced, 5'4" David "Morita" De La Mora (25 years of age) from Tijuana, B. C., Mexico (25-5, 18 KOs).
(below, left) Manuel Avila (white trunks) is shown getting the first of his three knockdowns versus David De La Mora. Photos: Jim Wyatt
(bottom) After being knocked off his feet 3 times in Round #2, we see the fallen David De La Mora pondering what went wrong. Photos: J. Wyatt
(bottom) At the conclusion of his bout versus De La Mora, Manuel Avila (c) has his arm raised by Hall of Fame referee Pat Russell. Photo: J. Wyatt
In this one, Avila showed accuracy plus which led to the knockout victory at the 1:52 mark of round two. On the third of three knockdowns, Avila had De La Mora on his back and the count was waived. As they say troubles come in threes. This was the third straight loss for De La Mora, third straight by way of knockout.
In a four round middleweight tilt, it was 42 year-old Jamal Harris (5-9-4, 3 KOs) from Los Angeles going down to defeat at the hands of 26 year-old Elias "Latin Kid" Espadas (6-1, 3 KOs) of Merida, Yucatan, Mexico.
This was a case of the up and coming prospect, Espadas, facing an experienced journeyman, Harris, who most likely felt he had a puncher's chance and took it. All told, Harris landed four serious, big overhand rights to the side of Espadas' head.
On his way to victory, the more accurate and durable Espadas was able to absorb Harris' heavy artillery and in the end scored well enough to get a resounding victory with scores of 40-36, 39-37, 39-37.
(left), On Thursday evening at the Fairgrounds Arena, we see Elias Espadas (black trunks) making his ring entrance to face Jamal Harris.
At the conclusion of his battle with Harris, Espadas has his arm raised in victory by Hall of Fame referee Pat Russell. Photo: J. Wyatt
Interesting to note: Over Harris' 10 years as a prizefighter (18 bouts), he has never faced anyone with a losing record and yet only once did he fail to go the distance.
On the undercard
In a super welterweight contest, it was 22 year-old Tevin "Triggerman" Watts (3-0-1) of Lancaster, CA gaining an unanimous decision victory over 28 year-old Elliot Seymour (1-8, 1 KO) of Pasadena, CA. This was a no-contest from the opening bell.
Interesting to note: Watts' past opponents had a combined record of (1-12-1). The only person Seymour ever beat, John Dunham, has an equally dismal record of (1-10-1).
(bottom) In their junior middleweight clash, we see Elliot Seymour (white trunks) taking a lot of punishment from Tevin "Triggerman" Watts. Photos: Paul Gallegos
At the conclusion of his bout against Elliot Seymour, Tevin Watts has his arm raised in victory by referee Pat Russell.
Next, we have San Diego featherweight Prince "Tiger" Smalls (4-0-1) having little to no problem defeating Tijuana's Victor Serrano (2-3).
In the opening round, Smalls led off with three bell-ringers and finished the round with an impressive flurry. To his credit, Serrano was extremely resilient and at no point did he show signs of caving in.
After going toe-to-toe with Smalls to close out round two, about 25-30% of the crowd became very vocal and started cheering for the underdog, as if were a contest of David versus Goliath. Aside from the rare occasion when he did land a brief one-two combination, this fight was in the Smalls' column most of the way. The three scores of 40-36 for Smalls will attest to that.
If you ask Victor Serrano, he'll tell you. It was certainly no day at the beach going up against the much taller Prince "Tiger" Smalls (l). Photos: J. Wyatt
(top, left) At the conclusion of his bout, Serrano waves to supporters. (bottom) After it was announced his son had soundly defeated Serrano, Tiger Smalls, Small's father/trainer, points his finger at that section of the audience where several, let's say loudmouths, were haranguing his son. Photos: Paul Gallegos
We saved the shocker till last
Bout #6 had Chula Vista super featherweight Jorge "Tito" Ruiz (6-1-0, 2 KOs) facing the much shorter 23 year-old Walter Mechor Santibanes (2-2) from Phoenix, Arizona in what was projected to be an easy victory for Ruiz. Then, after looking over Ruiz's previous seven bouts (24 total rounds), we discovered he had never faced an opponent with a winning record and the combined record of his eight opponents was (4-11).
His opponent, Santibanes, came into this match after taking a much, more difficult path. In his previous four bouts (22 total rounds), all of which went the distance, Santibanes faced opponents with a combined record of (10-0-1).
Now we go to Thursday's contest which kind of reminds you of the Chris Arreola versus Bermaine Stiverne contest of last Saturday. Like Arreola, Ruiz dominated the scoring in the first three rounds. Aside from the opening round when the more excitable Santibanes landed three hard shots to the midsection, Santibanes spent the majority of the time thrashing about at Ruiz's shadow.
Then, at the 1:16 point of round #4, the patient, more tenacious, more powerful Santibanes let loose with this hammer of an overhand right that landed flush to put Ruiz on his back. The stunned audience sat there with their mouths agape. They couldn't believe what just happened.
Despite his valiant attempt to beat the count, then look lucid and speak coherently, Ruiz had virtually no shot at convincing referee Jose Cobian that he could continue. This was Ruiz's first time ever at being a knockdown victim. The first time ever that he had been knocked out.
(top, left) Making his way to the ring is Walter Santibanes. (below, right) Before entering the ring, Jorge Ruiz waves to his supporters. Photos: J. Wyatt
For three solid rounds, it was as if Jorge Ruiz (right) had the match in cruise control. Photos: Paul Gallegos
(bottom) Walter Santibanes (r) unloads the biggest punch of his young career on the unsuspecting chin of Jorge Ruiz, Jr. Photo: Paul Gallegos
Take a gander at the surprised look on the faces of fight fans when they see Jorge Ruiz get knocked off his feet in the final round of a bout he was winning.
At the conclusion of Bout #6, Walter Santibanes has his arm raised in victory by referee Jose Cobian. Photo: Jim Wyatt
Once again the promoters outdid themselves. At this juncture, I would venture to say, it will be extremely difficult for them to come close to matching the excitement of their last two shows. Only time will tell.

redpajama_set_name: RedPajamaCommonCrawl


Executive Director Mariah Wilde became passionate about fostering at a very young age. Once she was aware that there was this great need she begun to ask herself and others, 'What are we going to do about this?'" She became a foster parent with her husband and has personally raised hundreds of children in care. Mariah has continued her passion for encouraging others to foster and adopt children ever since. "What I tell people is to let your compassion compel you to action." Wilde decided to make a greater impact on children who need families by starting Family Link, a licensed Christian foster care and adoption agency.
Family Link, started in 2006, is a nonprofit organization devoted to linking children who need homes with foster and adoptive parents in the Central Texas region. Wilde emphasized that there are always children who need homes, and they are just as desperate to be cared for as the children on the news. Children in America and in particular here in Texas by the thousands need a safe and loving home to go to. Some are short term, while their biological parents' complete services and others will need a forever family. These children are in our neighborhoods, our schools, and in our churches. They are hurt, helpless, and without a voice.
According to the Department of Family and Protective Services, Texas is always in need of foster and adoptive families to assist with children who have endured abuse or neglect. Family Link works directly with Child Protective Services to find homes for children who have been abused, neglected or exploited. Family Link has found homes for over 4000 children. Before placing a child in a foster home, federal and state laws require that foster parents be licensed. Family Link takes parents all the way through the licensing process, from the application and orientation stage to training to an at-home consultation through licensing and placement of children into homes.
In 2012, Family Link expanded to include Legacy Ranch, which is a 156-acre campus that cares for many children who would not have a home to go to in the middle of the night. While Legacy Ranch focuses on keeping large sibling groups together we also will accept any child in need if there is the room available. Legacy Ranch was created because we saw an increased need for emergency placements to have a place to go to until a family could be located for them. We realized how important it was to help kids stay together; children would be separated from their siblings at the same time that everything they knew was disappearing. We wanted to help alleviate the trauma of having sibling parted from one another and quickly realized more was needed to be done.
In 2016 we expanded again by opening Freedom Ranch and Legacy Ranch Austin Emergency Shelter. These locations are staffed with caring and loving individuals who share the mission of healing the hearts of these hurting children. The staff is also available to all family going through the licensing process or currently licensed who need guidance and reassurance on their fostering journey. We make it a priority to serve the children, and by helping families transition once they accept placement of a foster child or children into their home we serve the children by maintaining a secure placement in a home that is kind and loving for however long they need to stay. Sometimes that is a few days, months, sometimes years, and sometimes if their case moves to adoption – forever.


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Lincoln Motor Car Heritage Museum Update
February 10, 2017 by David Schultz, LMCF Chairman
The Lincoln Motor Car Heritage Museum ended the year on a high note, with the donation of two automobiles to the museum's growing group of classic Lincoln motorcars. Of equal significance three separate groups from the Lincoln Division of Ford Motor Company visited the museum.
The Dr. L. Dale Shaeffer family donated Dr. Shaeffer's 1941 Lincoln Continental cabriolet, which he had owned for more than 60 years. Dr. Shaeffer was the second president of the Lincoln Continental Owners Club (LCOC). His widow and children attended the 2016 Lincoln Homecoming for the ceremonies.
Randy Fehr of Iowa formally donated his 1949 Lincoln Cosmopolitan convertible, which had previously been on loan. During Mr. Fehr's ownership, the car benefitted from a complete restoration to as-original condition.
During 2016 teams from the Lincoln marketing department, Lincoln product planning department and Lincoln design department visited the Lincoln Motor Car Heritage Museum. Among the executives visiting the museum were Moray Callum, Vice President, Design Ford Motor Company; David Woodhouse, Lincoln Design Director; John Emmert, Group Marketing Manager, Lincoln; and Scott Tobin, Director, Lincoln Product Development.
1926-1927 Lincoln L chassis
1946 Lincoln Continental cabriolet
1940 Lincoln-Zephyr Continental cabriolet
Other key events that took place during 2016:
the completed restoration of a 1926/7 Lincoln L chassis. Donated by Arnold Schmidt, the chassis was restored by Paul Van Stratton and his team of volunteers. Major funding came from the Nau Family, in memory of long-time Lincoln enthusiast Gerry Nau. Several LOC members donated parts.
loan of a 1946 Lincoln Continental cabriolet by David Bunch of Florida. This is a one-off car customized by Lincoln's design department. Unique features include a custom color, wheel covers painted body color, Haartz cloth top and chromed spare tire carrier.
loan of a freshly-restored 1940 Lincoln-Zephyr Continental cabriolet by Lincoln Motor Car Foundation Chairman Emeritus Jack Eby, who led the LMCF for many years and continues to serve as head of the museum's endowment campaign.
a LMCF capital campaign drive, which continues into 2017. It's objective is to build an endowment fund that ensures the continued operation of the museum for years to come. Matching funds have been pledged by Gerry Capizzi and Chris Dunn.
Looking ahead, the 2017 Homecoming will take place on August 9-13. (A "pre-meet" event will be held in Dearborn, Mich., on August 6-9.) A host of activities have been planned. While the 2017 Homecoming will be hosted by the Lincoln Owners Club it will be attended by all four Lincoln clubs—the Lincoln and Continental Owners Club, Lincoln-Zephyr Owners Club, Toad Race Lincoln Register and the LOC. The theme will be the 100 th anniversary of the founding of the Lincoln Motor Company to build Liberty Motors for the war effort. (The company was re-incorporated in 1920 to build motorcars.)
Details on the 2017 Homecoming are available here.


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Les Moonves Stories February 11, 2016
CBS CEO now says company has had no 'recent talks' with Apple about streaming TV service
- Feb. 11th 2016 12:52 pm PT
Apple TV streaming CBS web tv Les Moonves
Apple's streaming web TV service has been rumored for nearly a year now, with reports originating last March claiming that Apple was planning to announce a service at $30-$40 per month. The service was said to feature upwards of 25 channels and be available on the fourth-gen Apple TV. Recently, however, reports have claimed that Apple's talks with major networks have stalled. Now, speaking to CNN, CBS CEO Les Moonves has confirmed that talks between Apple and CBS have stopped recently.
Les Moonves Stories March 11, 2012
CBS CEO Leslie Moonves again says he denied Steve Jobs access to TV programming for fear of disrupting revenue streams
- Mar. 11th 2012 10:12 pm PT
AAPL Company Apple News Steve Jobs CBS Om Malik
Way back in November, CBS Chief Executive Officer Les Moonves told investors on an earnings call:
..the media company turned down a partnership with Apple for a streaming deal on the Apple TV. Moonves says that the deal was turned down because of the ad-split revenue that Apple was trying to reach an agreement over.
Fast forward to this weekend when the Hollywood Reporter caught up to Moonves at a FUCLA conference:
CBS CEO Leslie Moonves said Saturday that he was approached about a year ago by Steve Jobs to provide content for Apple's long-rumored television service but he declined to participate.
Moonves told a conference audience that he met with Jobs, the late Apple CEO, and heard a pitch for what was billed as a subscription content service, but ultimately he said he wasn't interested in providing CBS shows or films to the venture.
"I told Steve, 'You know more than me about 99 percent of things but I know more about the television business,' " Moonves said, citing his concerns about providing content to a service that could disrupt CBS' existing revenue streams. Moonves said Jobs, in characteristic fashion, strongly disagreed with his assessment.
Yeah, that is not much new, but the point is that CBS still is not going to be partnering with Apple any time soon.
However, streaming is pretty much dead anyway except for live TV, news, weather, and sports. Everything else worth watching is downloadable or already in a Hulu/Netflix/Amazon Cloud.


When it comes to raising children, what goes around comes around, so they say. Whatever grief you gave your parents, you can expect it to come whipping right back at you with the arrival of the next generation.
That's why grandparents always seem to smile and glow. I used to think it was because their hearts were brim full of posterity-induced pride. Now I know the glow is all about belated justice. They are finally seeing their irrational children of yesteryear getting their just deserts.
You see, when I was in elementary school, Ricky Raindrop made his rounds around the classrooms, teaching the students about water conservation and helping the environment. That was all fine and good, but I became obsessed. I turned into a self-righteous, insufferable eight-year-old who turned off everybody's water mid-use and preached the devastating effects of drought to all who would listen.
In the last 25 years, I'd like to think my righteous indignation has softened to a more moderate, tactful approach. I take short showers. I recycle, I bring reusable bags to the store. I keep a garden. And I try to teach my kids to be kind and gentle to animals.
But my oldest, Andy, has decided to take up my recyclable baton right where I left it in the 80's. He goes around the house switching off the lights even when people are still in the room. He shuts off the faucet before I can even get my hands wet enough to calm his untamed mane in the morning.
Yesterday, when I drove the kids to school, we had a few extra minutes and it was raining, so I let the kids sit in the car and listen to the exciting conclusion of the A to Z Mystery audio book we were following. My environmental guru became absolutely frantic that I was letting the car idle for minutes on end, polluting the air for "no good reason!" You would've thought I was burning toxic trash right there on the spot and dumping the residue into the local river, the way he reacted.
Yesterday he gave me a lecture for not recycling a glass jar I had tossed in the regular trash until I finally told him to go outside and read the "no glass" sign on top of our city recyclables trash can. I find myself rolling my eyes so often, I fear they'll get stuck that way. I don't want to stomp on his good intentions, but it's driving me crazy.
Oh, I can hear my parents chortling from here, 700 miles away. I'm finally getting my comeuppance.


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Nato leaders anger Trump with on camera mockery
WATFORD, United Kingdom: The leaders of Britain, Canada, France and the Netherlands were caught on camera at a Buckingham Palace reception mocking US President Donald Trump´s lengthy media appearances at the Nato summit. The footage, shot by the British host´s camera pool on Tuesday evening and spotted and subtitled by Canadian broadcaster CBC, set the tone for the allies´ summit in Watford, just outside London. British Prime Minister Boris Johnson can be heard asking France´s President Emmanuel Macron: "Is that why you were late?"
Canada´s Prime Minister Justin Trudeau interjects: "He was late because he takes a 40 minute press conference off the top. Earlier Tuesday, Macron´s one-on-one pre-summit meeting with Trump had been proceeded by a lengthy question and answer session with the media, as the leaders publicly disagreed about Nato strategy and trade. In the video, Macron appears to tell an anecdote about the encounter as Britain´s Princess Anne and Dutch Prime Minister Mark Rutte look on, but the French leader´s back is to camera and he is inaudible amid the hubbub. "Oh, yeah, yeah, he announced..." an amused Trudeau declares, adding: "You just watched his team´s jaw drop to the floor.
As he did at last year´s Nato meeting, Trump has thrown out normal summit protocol and used his appearances with allied leaders to field dozens of questions from the world´s media. He has condemned as "nasty" Macron´s criticism of Nato as brain dead, branded European countries that have failed to meet military spending targets "delinquent" and railed against moves in Washington to impeach him. After the summit, a flustered Johnson insisted that reports of the exchange were "nonsense", but Trump had clearly seen it and he was angry, particularly with the apparent ring-leader, Trudeau. "He´s two-faced," Trump told reporters, in yet another press appearance, this time before his head-to-head with German Chancellor Angela Merkel. "With Trudeau, he´s a nice guy. I find him to be a nice guy, but the truth is, I called him out on the fact that he´s not paying two percent and I guess he´s not very happy about it," he said. Nato leaders vowed to stick together against threats from Russia and terrorism and recognised the challenge of a rising China on Wednesday, despite another summit overshadowed by US President Donald Trump´s angry outbursts.
Trump cancelled a planned final news conference scheduled for after the Nato summit, following two days of sharp disputes with allies. "When today´s meetings are over, I will be heading back to Washington," Trump tweeted. "We won´t be doing a press conference at the close of Nato because we did so many over the past two days. Safe travels to all!" Trump held a previously unannounced bilateral meeting with Turkey´s President Recep Tayyip Erdogan on the sidelines of the Nato summit "The presidents discussed the importance of Turkey fulfilling its alliance commitments, further strengthening commerce through boosting bilateral trade by $100 billion, regional security challenges, and energy security," a White House official said.


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Riggio takes on Bezos
Matthew Flamm
B&N customers will be able to read e-books in-store for free
Poor Steve Riggio. His Barnes & Noble bookstore chain can't catch a break.
For the past two years, the giant bookseller's chief executive has had to watch as archrival Jeff Bezos took control of the e-book market with Amazon's Kindle.
Then Mr. Riggio introduced the Nook, which goes on sale at the end of November. The e-reader got good reviews at its press debut last month, but analysts complained that it will cannibalize brick-and-mortar sales. Barnes & Noble's share price has fallen 16% since the announcement.
Fortunately for Mr. Riggio, the reaction from other quarters has been a lot more favorable.
Publishing and technology analysts have called the Nook a game-changer in the e-reader competition, posing a challenge to the Kindle and the Sony Reader. Just as important, Barnes & Noble has positioned itself to take advantage of a struggling industry's one area of growth.
The increased popularity of e-books almost certainly will erode sales of physical books and contribute to a continued consolidation of the book industry. But with its latest move, the company could avoid the fate of music and video retailers, which became irrelevant in the digital age.
"It's as if Blockbuster had created Netflix," says Brian O'Leary, a principal at Magellan Media Consultants, which has done work for Sterling Publishers, a division of Barnes & Noble. "Barnes & Noble has effectively given itself a Netflix, instead of having to compete against it."
The book retailer has worked quickly to make itself a player in the fast-growing market. Forrester Research forecasts that cumulative sales of e-readers will reach 10 million units in 2010—up from 1 million a year ago.
In March, Barnes & Noble acquired the e-bookstore Fictionwise, which provided titles, expertise and the popular eReader software for the BN.com e-bookstore, which was launched in July. The software enables titles to be read on virtually any device.
BN.com now offers more than a million e-books, half a million of which are public domain titles available free through Google. By comparison, Amazon's Kindle bookstore, which uses a proprietary format, contains about 370,000 titles.
On the offensive
Mr. Riggio, who went on the offensive following Wall Street's reaction, stresses that the Nook will expand what Barnes & Noble can sell.
"This is not just about e-books," Mr. Riggio said at a meeting with analysts last week at an East Side superstore; he went on to list academic books and papers, periodicals and "mix and match" books. "It gives us the opportunity to sell an enormous amount of content that we don't ordinarily sell."
Even Barnes & Noble's critics have had good things to say about its digital strategy, including the fact that shoppers will be able to hold a Nook in their hands before they buy it, something they can't do with a Kindle.
The concern is that those shoppers will never return once they walk out with their Nook, which will mean no more sales of coffee or high-margin items like stationery. And since an e-book costs less than a hardcover, Barnes & Noble may only be hurting itself by converting its best customers into e-book buyers.
"What we've seen with the transition from physical to digital media is that value evaporates," says Sarah Rotman Epps, media analyst with Forrester Research. "Barnes & Noble employs thousands of people. It will have to grapple with the weight of its costs."
In addition, the Nook may face overwhelming competition from Apple's coming e-reader, known as the Tablet. It's expected early next year.
The bookseller is already under pressure from the recession. In a recent interim update, the company announced that store sales for the nine weeks ended Oct. 3 fell 3%, to $665 million, compared with the year-ago period. Barnes & Noble recently changed its fiscal year-end to April following the purchase of its old college bookstore division, which had been privately held.
Mr. Riggio, however, is focused on the growth opportunities. Though he has described the Nook as a low-margin item, it is already BN.com's best-selling product. In addition, Barnes & Noble has agreements to sell other devices, including Plastic Logic's long awaited Que, aimed at business professionals.
That will bring in shoppers, he says, as will offers of free chapters and the Nook's ability to wirelessly stream complete books when the device is in a store. He maintains that people will still buy children's and illustrated titles as print books.
"There will be enough physical sales of books to keep Barnes & Noble's 700 U.S. stores operational for quite a while," says Allen Weiner, research vice president at advisory firm Gartner Inc. "'Quite a while' is the variable component."
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