Foreword:
Vol 6 | Issue 1 | i
M.C. Cant
Strengthening customer loyalty through intimacy and passion : roles of customer-firm affection and customer-staff relationships in services
Vol 6 | Issue 1 | 1-28
C.K. Yim, D.K. Tse, and K.W. Chan
Customer equity : an integral part of financial reporting
Vol 6 | Issue 1 | 29-50
Wiesel Thorsten, Skiera Bernd, and Villanueva Julian
Customer service : quo vadis?
Vol 6 | Issue 1 | 51-61
Hester Nienaber
The impact of marketing-induced versus word-of-mouth customer acquisition on customer equity
Vol 6 | Issue 1 | 62-81
J. Villanueva, S. Yoo, and D.M. Hanssens
Strategic drivers for retail in SA – considerations in the controllable and uncontrollable landscape of the future : opinion
Vol 6 | Issue 1 | 82-84
H.P. Greeff and K. Mfuni