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