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在澳大利亚,身份窃贼的数量正在以每月3倍的速度迅速增长,而每年身份窃贼所造成的损失更是高达10亿～50亿澳元,其中很大一部分损失都由银行承担。但     

Client loyalty and defection in the corporate legal industry

As the legal service industry matures and becomes saturated, more traditional forms of marketing may need to be replaced by the adoption of newer relationship concepts. This article reports on a research investigation among corporate clients of UK law firms. The findings reveal that satisfaction with the service is the key factor that influences corporate clients to stay loyal to a particular law firm. The quality of legal advice, trust and honesty were also found to be important factors that drive client loyalty. Conversely, poor quality, as an outcome of the client – legal firm interaction, is perceived to be a significant contributor of client defection. Overall, the findings emphasise the need for legal firms to focus on client retention for survival and profitability.     

Use of pharmaceutical manufacturers'' value-added services to build customer loyalty

Maximum difference conjoint analysis is used to determine which value-added services offered by pharmaceutical manufacturers are liked the best (worst) as perceived by hospital pharmacy directors. When pharmacy directors are presented with opportunities to switch biotechnological products, it is possible to assess the relative value of value-added services in maintaining customer loyalty. A manufacturer's resources, such as educational programs, product services, and other specialized skills, are valued by hospital pharmacy directors as revealed by their reluctance to switch to a competitor's product. Differential effects of hospital size and managerial implications are also discussed.     

Relationship Marketing and Sustained Competitive Advantage

This paper examines four perspectives of relationshipmarketing that have been discussed in the marketing literaturein recent years and which are being touted as sources of long-termprofitability for organizations. We examine each of the fourperspectives (locking in customers, customer retention, databasemarketing, and building strong, close, positive relationships)to assess their potential for achieving a sustained competitiveadvantage. Our analysis suggests that only those organizationsthat build strong, close, positive relationships with their customershave the potential to develop a sustained competitive advantagethat may lead to above normal performance.     

The differential impact of ICT on employees: narratives from a hi‐tech organisation

This paper draws upon findings from a case study, which examined the implementation of information and communication technologies within a hi‐tech organisation. It explores how technology became embedded within the organization, altering working practices. It concludes that embedding technology needs to be undertaken at an individual level to be successful.     

Developing Confidence Intervals for Office Market Forecasts

This study focuses on the precision of models that forecast office construction and absorption. The article is novel because for the first time it applies Feldsteins (1971) technique for developing forecast standard errors in the presence of stochastic exogenous variables. The purpose of the article is not to find behavioral relationships but rather to evaluate forecasts. We find that in the case of many office markets, standard errors of long-term forecasts for absorption and completions are quite large, and therefore the forecasts themselves should not be used as a reliable basis for underwriting.     

Perceptual gaps and similarities in buyer-seller dyadic relationships

The research aims to develop a conceptual framework to explore dyadic relationships across a range of industries, involving firms of different size (Medium Sized Enterprise (MSE) suppliers and Multinational Enterprise (MNE) buyers). The purpose is to explore dyadic views of three different relationship durations, identify where perceptual gaps may exist at the various stages, and address these in order to improve relational exchange. A triangulated methodology is implemented with data initially obtained from fifty-four dyads. These findings suggest: a) similar views are associated with the performance and importance attached to four relationship dimensions measured, b) significant perceptual differences are more apparent in shorter term relationships, c) overall suppliers have stronger views of the relationship, and d) relationships may not necessarily follow a linear development path over time. Three case studies offer qualitative insights, several managerial implications are extracted, and a strategic matrix developed related to the management of different typologies of relationship exchange.     

Airport futures: Towards a critique of the aerotropolis model

It is predicted that the twenty-first century will be dominated by air transport, both for domestic and international carriage of passengers and cargo. Thus the airport, as a driver of regional growth, is expected to become more than merely a regional gateway. Rather, it will function as city in itself, with living spaces for workers and their families, factories relying on airborne inputs and service industries located around the airport, with major road and rail infrastructure connected to it. However, the ‘aerotropolis’, as this hub for industry and driver of economic development has been called, has not yet been critiqued adequately, especially from a long-term public policy and planning perspective. This article raises concerns about three different dimensions to the aerotropolis regarding its long-term sustainability, viz., energy provision, the security of critical infrastructure and export pathways. In particular, this article argues that air transport will not replace existing components of international economic development. The authors contend that the three dimensions need to be explored in order to arrive at a more balanced view of the aerotropolis and its place in an increasingly complex global future.