Customer Relationship Management in Tesco

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REFFERENCES Books
Ahlert H. (2000) Enterprise Customer Management: Integrating Corporate and Customer Information in Hennig-Thurau T. and Hansen U. (eds) Relationship Marketing Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention ,Berlin Springer-Verlag. Baker,M (2000) Marketing Strategy and Management(3rd edn.), London, Macmillan Business. Bergeron, B (2002) Essentials of CRM, New York, John Wiley and Sons. Berman, B. & Evans, J. (2001) Retail Management : A Strategic Approach , New Jersey, Prentice Hall Inv. Brown, Stanley A. (2000), Customer Relationship Management, New York, John Wiley & Sons. Butscher S. A. (2001) Customer Loyalty Programmes and Clubs, London, Macmillan Business. Cranfield school of management (2000) Marketing management , a relationship marketing perspective, New York, Palgrave. Christopher,M , Payne, A & Ballantyne, D (2002) Relationship Marketing , Oxford, Butterworth Heinemann Diller H. (2000) Customer Loyalty: Fata Morgana or Realistic Goal? Managing Relationships with Customers in Hennig-Thurau T. and Hansen U. (eds) Relationship Marketing Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention,Berlin, Springer-Verlag. Edmunds,H (1999) The Focus Group Research Handbook, Illinios, NTC Business Books Fern, E (2001) Advanced Focus Group Research , London , Sage Publication. Frey, J & Oishi, S (1995) How to conduct interviews by telephone and in person, London, Sage Publication Gilbert, David ( 2003)Retail Marketing Management , London , FT Prentice Hall Hart et al. (ed) (1999) Cases in Retailing , Massachusetts, Blackwell publishers Inc. 1

Customer Relationship Management in Tesco

081186695693 8

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

Kent, T. & Omar O. (2003) Retailing , New York , Palgrave Macmilan Kotler P. (2003) Marketing Management, New Jersey: Prentice-Hall Inc. Kotler P. and Armstrong G. (2001) Principles of Marketing 9th edition New Jersey: Prentice-Hall Inc. Levy, M & Weitz, B (2004) Retailing management , The McGraw-Hill Companies , New York Litwin, M (1995) How to measure survey reliability and validity , London , Sage Publication Malley, L (1999) Exploring Direct Marketing , London, Thompson Business Press

Mccorkell, Graeme (2000) Direct and Database Marketing , London, The institute of direct marketing. Mitchell,D & Coles,C (2003) The Ultimate Competitive Advantage , San Francisco, Berrett-Koehler Publishers inc. Morgan R. M., Crutchfield T. N. and Lacey R. (2000) Patronage and Loyalty Strategies: Understanding the Behavioural and Attitudinal Outcomes of Customer Retention Programs in Hennig-Thurau T. and Hansen U. (eds) Relationship Marketing Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention Berlin: Springer-Verlag Oppenheim, A (1992) Questionnaire Design, Interviewing and Attitude Measurement, London, Cassell Oxford Dictionary of Current English (1996) Oxford: Oxford University Press Payne A. and Frow P. (2000) Services Relationship Marketing: A Sector Case Study in Hennig-Thurau T. and Hansen U. (eds) Relationship Marketing Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention Berlin: Springer-Verlag Pearson, Stewart (1996), Building Brands Directly. London: Macmillan Business. Peck H., Payne A, Christopher M. and Clark M. (1999), Relationship Marketing Strategy and Implementation Oxford: Butterworth-Heinemann 2

Customer Relationship Management in Tesco

081186695693 8

Piercy, N (2003)Market-led Strategic Change , Oxford, ButterworthHeinenmann Piercy, N. (2000) Tales from the Marketplace , Oxford, ButterworthHienemann. Punch, K (2001) Developing Effective Research Proposals, London, Sage Publications Rayner, Sue (1998), Customer Loyalty Schemes: Effective Implementation and Management (2nd edition). London: FT Retail and Consumer Publishing. Reynolds,J & Cuthbertson,C (eds) (2004), Retail Strategy ,Oxford , Butterworth-Heinenmann Roberts , J (2004) The Modern Firm , Oxford , Oxford University Press Sargeant, A & West, D (2001) Direct and Interactive marketing , Oxford , Oxford University Press Simon J. and Vosseberg G. (2001), Research Methods An MSc Study Guide, Hull: University of Hull Business School. Stone , B (1997) Successful Direct Marketing Methods (6th edn.) ,Illinois, NTC Business Books. Woolf,B. (1996) Customer Specific Marketing, Teal Books, Greenville Woolf,B. (2001) Loyalty Marketing: The Second Act, Teal Books, Greenville Zikmund W. G. (2000) Business Research Methods (6th edn) Forth Worth: Harcourt College Publishers Baker, M. (2000). Marketing Strategy and Management Third edn.

London, Macmillan Business. Gilbert, David ( 2003)Retail Marketing Management , London , FT

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

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

Publishing Limited 3

Customer Relationship Management in Tesco

081186695693 8

Kent, T. & Omar O. (2003) Retailing , New York , Palgrave Macmilan Kotler P. (2003) Marketing Management, New Jersey: Prentice-Hall Inc. Kotler P. and Armstrong G. (2001) Principles of Marketing 9th edition

New Jersey: Prentice-Hall Inc. KOTLER, P., 2004. Ten deadly marketing sins: signs and solutions.

New Jersey: John Wiley & Sons, Inc., Hoboken. KOTLER, P., 1999. Kotler On Marketing. New York: Free Press. KOTLER, P.2001.A Framework for Marketing Management. New

Jersey: Prentice-Hall KOTLER, P., 2003.A Framework for Marketing Management.

Harlow: Pearson Prentice Hall. Lan Brace,2004. Questionniare design: How to plan structure and write

survey material for effective market research, band der schriftenreihe market research in practice, kogan page, London/ sterling. LAWRENCE Langer 1991, The importance of Wearing Clothes,

Elysium Growth Press Michael Porter,1996. On competition. Boston , Harvard Business school

publishing Michael Porter,1985. Competitive advantage, creating and sustaining

superior performance. New York, Free press.

Journals
BRIAN, G., 2010. Customers more cautious and choosy. Financial Times, 7th February, p 3 4

Customer Relationship Management in Tesco

081186695693 8

ANDREA, F.,2010. Tesco takes the Clubcard route to buoyant sales. Financial Times, 13th January, p 18. ANDREA, F.,2010. Analysts divided over Tescos strength. Financial Times, 3rd January, p 2. Green G., Kennedy P. and McGown A. (2002) Management of multi-method engineering design research: a case study Journal of Engineering and Technology Management 19, 131 140 Kelly J. (2002) Every Little Helps An Interview with Terry Leahy, CEO, Tesco Long Range Planning 33, 430 439 Ehrenberg A. and Goodhardt G. (2002) Double jeopardy revisited, again Marketing Research 14, 1, 40 41 McAlexander, James H., John W. Schouten and Harold F. Koenig (2002), Building brand community, Journal of Marketing, 66 (1), 38-54. Reinartz W. and Kumar V. (2002) The Mismanagement of Customer Loyalty Harvard Business Review Article Product Number: 1407 Rogers D. (2002) The ultimate loyalty scheme? Marketing June 13, p 17 Rundle-Thiele S. and Bennet R. (2001) A brand for all seasons? A discussion of brand loyalty approaches and their applicability for different markets The Journal of Product and Brand Management 10, 1, 25 37 Bhattacharya C. B. (1997) Is your brands loyalty too much, too little, or just right?: Explaining deviations in loyalty from the Dirichlet norm International Journal of Research in Marketing 14, 421 435 Castleberry, Stephen B., Neil Barnard, Patrick Barwise, Andrew S. C. Ehrenberg and Francesca DallOlmo Riely (1994), Individual Attitude Variations Over Time, Journal of Marketing Management, 16, 153-162. Cigliano J., Georgiadis M., Pleasance D. and Whalley S. (2000) The price of loyalty The McKinsey Quarterly 4, 68 77 Dowling G. R. and Uncles M. (1997) Do customer loyalty programs really work? MIT Sloan Management Review 38, 4, 71 - 82 Fournier S., Dobscha S. and Glen Mick D. (1998) Preventing the Premature Death of Relationship Marketing Harvard Business Review Article Product Number: 98106

Customer Relationship Management in Tesco

081186695693 8

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

Lewin J. E. and Johnston W. J. (1997) Relationship Marketing Theory in Practice: A Case Study Journal of Business Research 39, 23 31 McGoldrick P. J. and Andre E. (1997) Consumer misbehaviour Promiscuity or loyalty in grocery shopping Journal of Retailing and Consumer Services 4, 2, 73 81 Morgan R. M. and Hunt S. D. (1994) The commitment-trust theory of relationship marketing Journal of Marketing 58, 3, 20 38 OMalley L. (1998) Can loyalty schemes really build loyalty? Marketing Intelligence & Planning 16, 1, 47 55 OMalley L. and Tynan C. (2000) Relationship marketing in consumer markets Rhetoric or reality? European Journal of Marketing 34, 7, 797 815 Odin Y., Odin N. and Valette-Forence P. (2001) Conceptual and operational aspects of brand loyalty An empirical investigation Journal of Business Research 53, 75 84 Oliver R. L. (1999) Whence consumer loyalty? Journal of Marketing 63, 33 44 Reichheld F., Markey R. G. Jr. and Hopton C. (2000) The loyalty effect the relationship between loyalty and profits European Business Journal 12, 3, 134 139 Satmetrix Market Stat Provides Industry Benchmarking, 2002, p 13; Customer Experience Management Unlocks the Promise of CRM, 2001, p 9 Sharp B. and Sharp A (1997) Loyalty programs and their impact on repeat-purchase loyalty patterns International Journal of Research in Marketing14, 473 486 Stauss B., Chojnacki K. and Hoffmann F. (2001) Retention effects of a customer club International Journal of Service Industry Management 12, 1, 7 19 Uncles M. and Laurent G. (1997) Editorial International Journal of Research in Marketing 14, 399 404 White, Susan and Benjamin Schneider (1998), Climbing the Commitment Ladder: The Impact on Customer Commitment of Disconfirmation of Service Expectations, Cambridge, MA: Marketing Science Institute, Report No. 98-108 Wright C. and Sparks L. (1999) Loyalty saturation in retailing: exploring the end of retail loyalty cards? International Journal of Retail & Distribution Management 27, 10, 429 440

Customer Relationship Management in Tesco

081186695693 8

Sites
Web 0 : Will Tesco's Clubcard Stop It From Losing Market Share? (online). Available from URL: << http://www.cityam.com/news-and-analysis/will-tescos-clubcard-stop-it-losingmarket-share >>. [Accessed 17/02/2010] Web 1 : Long PEST analysis of Asda stores (online).Available from <URL:// http://www.coursework.info/i/63416.html.>. [Accessed (29/01/2010)] Web 2: How Britain shops 2005: Food and Groceries (online). Available from <URL:// http://www.verdictonline.co.uk/VerdictReports/> [Accessed (22/01/2010)]. Web 3: The Price of Loyalty (online). Available from <URL:// http://news.bbc.co.uk/1/hi/business/1036980.stm>. [Accessed (22/01/2010)] Web 4: Mintel Reports (online). Available from URL:// http://lib.harvard.edu/eresources/details/m/mintelre.html>. [Accessed (22/01/2010)] Web 5: Best of Biz e-customer acquisition Finding and keeping profitable ecustomers London Business School Business Information Service (online) Available from <URL://http://www.bestofbiz.com>.[Accessed (22/01/2010)] Web 6: CRMUK Customer Relationship Management: Creating Customer Loyalty A white paper of CRMUK and SECOR Consulting(online) <Avalilable from://URL://http:// www.CRMUK.co.uk >. [Accessed (22/01/2010)] Web 7: Too L. H. Y., Souchon L. A. and Thirkell P. C. (2000) Relationship marketing and customer loyalty in a retail setting: A Dyadic exploration Aston Business School Research Institute (online). Available from URL://http:// www.abs.aston.ac.uk/ > [Accessed (22/01/2010)] Web 8: Cuthbertson R. and Williams E. (1999) Loyalty Cards - A Research Report on Loyalty Cards in European Retailing Oxford Institute of Retail Management (OXRIM) and KPMG Consulting Research Report(online).Available from URL://http://www.loyalty4profit.com/ [Accessed (22/01/2010)]

Web 9 : Satmetrix Customer Acid Test (online) Availbale from URL://http://www.loyaltyrules.com/loyaltyrules/acid_test_customer.html >. [Accessed (20/01/2010)] 7

Customer Relationship Management in Tesco

081186695693 8

Web 10: How Satmetrix Market Stat Provides Industry Benchmarking A Satmetrix Systems White Paper (2002) (online) Availbale from URL:<< http://www.satmetrix.com/public/pdfs/MarketStatWP.pdf >> [Accessed (20/01/2010)] Web 11: Measuring customer loyalty A Satmetrix Systems White Paper (2001) (online) <Available from URL: << http://www.satmetrix.com/public/pdfs/LoyaltyWPFinal.pdf >> [Accessed (20/01/2010)] Web 12: DeWulf K., Odecken-Schroeder G. and Schumacher P. (2000) Why it takes two to build successful buyer-seller relationshios Univeristy of Ghent Faculty of Economics and Business Administration Working Paper-Nr. 00/89 (online). Available from URL:<<//http://fetew.rug.ac.be/research/WP/Papers/wp_00_89.pdf >. [Accessed (10/01/2010)] Web 13: Cuthbertson R. and Williams E. (2001) Templeton Research Paper 2001/01-01 Executive summary Oxford Institute of Retail Management (OXRIM) and KPMG Consulting Research Report (online). Available from URL://http: http://www.loyalty4profit.com/ >. [Accessed (10/01/2010)] Web 14: Harris J. G, Beck J. C., Wade J. M. and Breitfelder M. D. (2001) Want Customers? Lose their Data Research Note Accenture Institute for Strategic Change Issue 4, (online) Available from URL://http: www.accenture.com/isc >.[Accessed (10/01/2010)] Web 15: Payne M. (2002) The Paradox of Loyalty Through the Loop (online). Available from URL://<<http://www.ask.co.uk/metasearch.asp>> [Accessed (10/01/2010)]

Web 16: Egan J. (1999) Relationship Marketing: Across the Retail Spectrum Middlesex University Business School Discussion Paper (online) Available fromURL://http://mubs.mdx.ac.uk/research/Discussion_Papers/Marketing/dpap_mkt_ no5.pdf [Accessed (10/01/2010)] Web 17: Palmer A., McMahon-Beattle U. and Beggs R. (1999) INFLUENCES ON LOYALTY PROGRAMME EFFECTIVENESS: A CONCEPTUAL FRAMEWORK AND CASE STUDY INVESTIGATION Final manuscript resubmitted to the Journal of

Customer Relationship Management in Tesco

081186695693 8 from

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

Web 18: Customer Experience Management Unlocks the Promise of CRM A Satmetrix Systems White Paper (2001) (online) (Available from URL://http://www.satmetrix.com/public/pdfs/CRM_wp5.pdf >. [Accessed (03/10/2009)] Web 19: Annual Report And Financial Statements 2006. Available online at: <<URL:http://www.tescoplc.com/plc/ir/ar/archive/ar2006/arfs_06/4615306.pdf>> [Accessed (03/10/2009)] Web 20: Annual Review and Summary Financial Statement 2007. Available online at: <<URL:http://www.investis.com/tesco/ar/pdfs/annual_review_and_sfs_2007_0.pdf>> [Accessed (03/10/2009)] Web 21: Annual Report and Financial Statements 2007. Available online at: <<URL: http://www.investis.com/tesco/ar/pdfs/TESCO_FULLlow.pdf>> [Accessed (03/10/2009)] Web 22: Tesco Shines at Loyalty. Available online at: <<URL:http://www.customerthink.com/interview/clive_humby_tesco_shines_at_loyalt y >> [Accessed (03/10/2009)] Web 23: ASDA Customer Satisfaction Survey. Available online at: <<URL: http://www.tellasda.com>>[Accessed (22/09/2009)] Web 24: Tesco Online Customer Satisfaction Surveys. Available online at: <<URL:http://activate.ie/2009/03/tesco-online-customer-satisfaction-surveys/>> [Accessed (20/09/2009)]

Web 25: Customer satisfaction ratings by Tesco PLC customers. Available online at: <<URL:http://www.vendorrate.com/Vendors/Tesco+PLC? AspxAutoDetectCookieSupport=1> [Accessed (15/09/2009)]

Customer Relationship Management in Tesco

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Web 26: Customer Loyalty. Available online at: <<URL: http://www.wisegeek.com/what-is-customer-loyalty.htm>> (10/09/2009)]

[Accessed

Web 27: Ten Tips to Build Customer Loyalty. Available online at: <<URL: http://www.allbusiness.com/sales/customer-service/1961-1.html>> [Accessed (10/09/2009)] Web 28: Customer Loyalty. Available online at: <<URL: http://www.jimnovo.com/Customer-Loyalty-more.htm>>[Accessed (10/09/2009)] Web 29: Building Customer Loyalty. Available online at: <<URL: http://www.iod.com/intershoproot/eCS/Store/en/pdfs/MA4CUST.PDF>> [Accessed (10/09/2009)] Web 30: Tesco adopts CRM software to improve customer handling in call centres. Available online at:<<URL:http://www.marketingdirectmag.co.uk/news/896708/Tescoadopts-CRM(10/09/2009)] software-improve-customer-handling-call-centres/>> [Accessed

Web 31: The story behind successful CRM. Available online at: <<URL:http://www.bain.com/loyaltyrules/library_articles_details.asp? id=10738&menu_url=library_articles.asp>>[Accessed (05/09/2009)]

Web 32: Tesco increases customer satisfaction. Available online at: <<URL:http://crm.enterpriseinnovation.net/content/tesco-increases-customersatisfaction>> [Accessed (01/09/2009)]

10

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BIBLIOGRAPHY
Ahlert H. (2000) Enterprise Customer Management: Integrating Corporate and Customer Information in Hennig-Thurau T. and Hansen U. (eds) Relationship Marketing Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention ,Berlin Springer-Verlag. Baker,M (2000) Marketing Strategy and Management(3rd edn.), London, Macmillan Business. Bergeron, B (2002) Essentials of CRM, New York, John Wiley and Sons. Berman, B. & Evans, J. (2001) Retail Management : A Strategic Approach , New Jersey, Prentice Hall Inv. Brown, Stanley A. (2000), Customer Relationship Management, New York, John Wiley & Sons. Butscher S. A. (2001) Customer Loyalty Programmes and Clubs, London, Macmillan Business. Cranfield school of management (2000) Marketing management , a relationship marketing perspective, New York, Palgrave. Christopher,M , Payne, A & Ballantyne, D (2002) Relationship Marketing , Oxford, Butterworth Heinemann Diller H. (2000) Customer Loyalty: Fata Morgana or Realistic Goal? Managing Relationships with Customers in Hennig-Thurau T. and Hansen U. (eds) Relationship Marketing Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention,Berlin, Springer-Verlag. Edmunds,H (1999) The Focus Group Research Handbook, Illinios, NTC Business Books Fern, E (2001) Advanced Focus Group Research , London , Sage Publication. Frey, J & Oishi, S (1995) How to conduct interviews by telephone and in person, London, Sage Publication 11

Customer Relationship Management in Tesco

081186695693 8

Gilbert, David ( 2003)Retail Marketing Management , London , FT Prentice Hall Hart et al. (ed) (1999) Cases in Retailing , Massachusetts, Blackwell publishers Inc. John, G (2000) The New Marketing Manifesto , London , Texere Publishing Limited

Kent, T. & Omar O. (2003) Retailing , New York , Palgrave Macmilan Kotler P. (2003) Marketing Management, New Jersey: Prentice-Hall Inc. Kotler P. and Armstrong G. (2001) Principles of Marketing 9th edition New Jersey: Prentice-Hall Inc. Levy, M & Weitz, B (2004) Retailing management , The McGraw-Hill Companies , New York Litwin, M (1995) How to measure survey reliability and validity , London , Sage Publication Malley, L (1999) Exploring Direct Marketing , London, Thompson Business Press

Mccorkell, Graeme (2000) Direct and Database Marketing , London, The institute of direct marketing. Mitchell,D & Coles,C (2003) The Ultimate Competitive Advantage , San Francisco, Berrett-Koehler Publishers inc. Morgan R. M., Crutchfield T. N. and Lacey R. (2000) Patronage and Loyalty Strategies: Understanding the Behavioural and Attitudinal Outcomes of Customer Retention Programs in Hennig-Thurau T. and Hansen U. (eds) Relationship Marketing Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention Berlin: Springer-Verlag Oppenheim, A (1992) Questionnaire Design, Interviewing and Attitude Measurement, London, Cassell Oxford Dictionary of Current English (1996) Oxford: Oxford University Press Payne A. and Frow P. (2000) Services Relationship Marketing: A Sector Case Study in Hennig-Thurau T. and Hansen U. (eds) Relationship Marketing Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention Berlin: Springer-Verlag 12

Customer Relationship Management in Tesco

081186695693 8

Pearson, Stewart (1996), Building Brands Directly. London: Macmillan Business. Peck H., Payne A, Christopher M. and Clark M. (1999), Relationship Marketing Strategy and Implementation Oxford: Butterworth-Heinemann

Piercy, N (2003)Market-led Strategic Change , Oxford, ButterworthHeinenmann Piercy, N. (2000) Tales from the Marketplace , Oxford, ButterworthHienemann. Punch, K (2001) Developing Effective Research Proposals, London, Sage Publications Rayner, Sue (1998), Customer Loyalty Schemes: Effective Implementation and Management (2nd edition). London: FT Retail and Consumer Publishing. Reynolds,J & Cuthbertson,C (eds) (2004), Retail Strategy ,Oxford , Butterworth-Heinenmann Roberts , J (2004) The Modern Firm , Oxford , Oxford University Press Sargeant, A & West, D (2001) Direct and Interactive marketing , Oxford , Oxford University Press Simon J. and Vosseberg G. (2001), Research Methods An MSc Study Guide, Hull: University of Hull Business School. Stone , B (1997) Successful Direct Marketing Methods (6th edn.) ,Illinois, NTC Business Books. Woolf,B. (1996) Customer Specific Marketing, Teal Books, Greenville Woolf,B. (2001) Loyalty Marketing: The Second Act, Teal Books, Greenville Zikmund W. G. (2000) Business Research Methods (6th edn) Forth Worth: Harcourt College Publishers Baker, M. (2000). Marketing Strategy and Management Third edn.

London, Macmillan Business. Gilbert, David ( 2003)Retail Marketing Management , London , FT

Prentice Hall

13

Customer Relationship Management in Tesco

081186695693 8

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

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

Publishing Limited Kent, T. & Omar O. (2003) Retailing , New York , Palgrave Macmilan Kotler P. (2003) Marketing Management, New Jersey: Prentice-Hall Inc. Kotler P. and Armstrong G. (2001) Principles of Marketing 9th edition

New Jersey: Prentice-Hall Inc. KOTLER, P., 2004. Ten deadly marketing sins: signs and solutions.

New Jersey: John Wiley & Sons, Inc., Hoboken. KOTLER, P., 1999. Kotler On Marketing. New York: Free Press. KOTLER, P.2001.A Framework for Marketing Management. New

Jersey: Prentice-Hall KOTLER, P., 2003.A Framework for Marketing Management.

Harlow: Pearson Prentice Hall. Lan Brace,2004. Questionniare design: How to plan structure and write

survey material for effective market research, band der schriftenreihe market research in practice, kogan page, London/ sterling. LAWRENCE Langer 1991, The importance of Wearing Clothes,

Elysium Growth Press Michael Porter,1996. On competition. Boston , Harvard Business school

publishing Michael Porter,1985. Competitive advantage, creating and sustaining

superior performance. New York, Free press. 14

Customer Relationship Management in Tesco

081186695693 8

Journals
BRIAN, G., 2010. Customers more cautious and choosy. Financial Times, 7th February, p 3 ANDREA, F.,2010. Tesco takes the Clubcard route to buoyant sales. Financial Times, 13th January, p 18. ANDREA, F.,2010. Analysts divided over Tescos strength. Financial Times, 3rd January, p 2. Green G., Kennedy P. and McGown A. (2002) Management of multi-method engineering design research: a case study Journal of Engineering and Technology Management 19, 131 140 Kelly J. (2002) Every Little Helps An Interview with Terry Leahy, CEO, Tesco Long Range Planning 33, 430 439 Ehrenberg A. and Goodhardt G. (2002) Double jeopardy revisited, again Marketing Research 14, 1, 40 41 McAlexander, James H., John W. Schouten and Harold F. Koenig (2002), Building brand community, Journal of Marketing, 66 (1), 38-54. Reinartz W. and Kumar V. (2002) The Mismanagement of Customer Loyalty Harvard Business Review Article Product Number: 1407 Rogers D. (2002) The ultimate loyalty scheme? Marketing June 13, p 17 Rundle-Thiele S. and Bennet R. (2001) A brand for all seasons? A discussion of brand loyalty approaches and their applicability for different markets The Journal of Product and Brand Management 10, 1, 25 37 Bhattacharya C. B. (1997) Is your brands loyalty too much, too little, or just right?: Explaining deviations in loyalty from the Dirichlet norm International Journal of Research in Marketing 14, 421 435 Castleberry, Stephen B., Neil Barnard, Patrick Barwise, Andrew S. C. Ehrenberg and Francesca DallOlmo Riely (1994), Individual Attitude Variations Over Time, Journal of Marketing Management, 16, 153-162. Cigliano J., Georgiadis M., Pleasance D. and Whalley S. (2000) The price of loyalty The McKinsey Quarterly 4, 68 77 15

Customer Relationship Management in Tesco

081186695693 8

Dowling G. R. and Uncles M. (1997) Do customer loyalty programs really work? MIT Sloan Management Review 38, 4, 71 - 82 Fournier S., Dobscha S. and Glen Mick D. (1998) Preventing the Premature Death of Relationship Marketing Harvard Business Review Article Product Number: 98106 Kim W. C. and Mauborgne Renee (1999) Strategy, value innovation, and the knowledge
economy MIT Sloan Management Review 40, 3, 41 - 54

Lewin J. E. and Johnston W. J. (1997) Relationship Marketing Theory in Practice: A Case Study Journal of Business Research 39, 23 31 McGoldrick P. J. and Andre E. (1997) Consumer misbehaviour Promiscuity or loyalty in grocery shopping Journal of Retailing and Consumer Services 4, 2, 73 81 Morgan R. M. and Hunt S. D. (1994) The commitment-trust theory of relationship marketing Journal of Marketing 58, 3, 20 38 OMalley L. (1998) Can loyalty schemes really build loyalty? Marketing Intelligence & Planning 16, 1, 47 55 OMalley L. and Tynan C. (2000) Relationship marketing in consumer markets Rhetoric or reality? European Journal of Marketing 34, 7, 797 815 Odin Y., Odin N. and Valette-Forence P. (2001) Conceptual and operational aspects of brand loyalty An empirical investigation Journal of Business Research 53, 75 84 Oliver R. L. (1999) Whence consumer loyalty? Journal of Marketing 63, 33 44 Reichheld F., Markey R. G. Jr. and Hopton C. (2000) The loyalty effect the relationship between loyalty and profits European Business Journal 12, 3, 134 139 Satmetrix Market Stat Provides Industry Benchmarking, 2002, p 13; Customer Experience Management Unlocks the Promise of CRM, 2001, p 9 Sharp B. and Sharp A (1997) Loyalty programs and their impact on repeat-purchase loyalty patterns International Journal of Research in Marketing14, 473 486 Stauss B., Chojnacki K. and Hoffmann F. (2001) Retention effects of a customer club International Journal of Service Industry Management 12, 1, 7 19 Uncles M. and Laurent G. (1997) Editorial International Journal of Research in Marketing 14, 399 404 White, Susan and Benjamin Schneider (1998), Climbing the Commitment Ladder: The Impact on Customer Commitment of Disconfirmation of Service 16

Customer Relationship Management in Tesco

081186695693 8

Expectations, Cambridge, MA: Marketing Science Institute, Report No. 98-108 Wright C. and Sparks L. (1999) Loyalty saturation in retailing: exploring the end of retail loyalty cards? International Journal of Retail & Distribution Management 27, 10, 429 440

Sites
Web 0 : Will Tesco's Clubcard Stop It From Losing Market Share? (online). Available from URL: << http://www.cityam.com/news-and-analysis/will-tescos-clubcard-stop-it-losingmarket-share >>. [Accessed 17/02/2010] Web 1 : Long PEST analysis of Asda stores (online).Available from <URL:// http://www.coursework.info/i/63416.html.>. [Accessed (29/01/2010)] Web 2: How Britain shops 2005: Food and Groceries (online). Available from <URL:// http://www.verdictonline.co.uk/VerdictReports/> [Accessed (22/01/2010)]. Web 3: The Price of Loyalty (online). Available from <URL:// http://news.bbc.co.uk/1/hi/business/1036980.stm>. [Accessed (22/01/2010)] Web 4: Mintel Reports (online). Available from URL:// http://lib.harvard.edu/eresources/details/m/mintelre.html>. [Accessed (22/01/2010)] Web 5: Best of Biz e-customer acquisition Finding and keeping profitable ecustomers London Business School Business Information Service (online) Available from <URL://http://www.bestofbiz.com>.[Accessed (22/01/2010)] Web 6: CRMUK Customer Relationship Management: Creating Customer Loyalty A white paper of CRMUK and SECOR Consulting(online) <Avalilable from://URL://http:// www.CRMUK.co.uk >. [Accessed (22/01/2010)] Web 7: Too L. H. Y., Souchon L. A. and Thirkell P. C. (2000) Relationship marketing and customer loyalty in a retail setting: A Dyadic exploration Aston Business School Research Institute (online). Available from URL://http:// www.abs.aston.ac.uk/ > [Accessed (22/01/2010)] Web 8: Cuthbertson R. and Williams E. (1999) Loyalty Cards - A Research Report on Loyalty Cards in European Retailing Oxford Institute of Retail Management (OXRIM) and KPMG Consulting Research Report(online).Available from URL://http://www.loyalty4profit.com/ [Accessed (22/01/2010)] 17

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Web 9 : Satmetrix Customer Acid Test (online) Availbale from URL://http://www.loyaltyrules.com/loyaltyrules/acid_test_customer.html >. [Accessed (20/01/2010)] Web 10: How Satmetrix Market Stat Provides Industry Benchmarking A Satmetrix Systems White Paper (2002) (online) Availbale from URL:<< http://www.satmetrix.com/public/pdfs/MarketStatWP.pdf >> [Accessed (20/01/2010)] Web 11: Measuring customer loyalty A Satmetrix Systems White Paper (2001) (online) <Available from URL: << http://www.satmetrix.com/public/pdfs/LoyaltyWPFinal.pdf >> [Accessed (20/01/2010)] Web 12: DeWulf K., Odecken-Schroeder G. and Schumacher P. (2000) Why it takes two to build successful buyer-seller relationshios Univeristy of Ghent Faculty of Economics and Business Administration Working Paper-Nr. 00/89 (online). Available from URL:<<//http://fetew.rug.ac.be/research/WP/Papers/wp_00_89.pdf >. [Accessed (10/01/2010)] Web 13: Cuthbertson R. and Williams E. (2001) Templeton Research Paper 2001/01-01 Executive summary Oxford Institute of Retail Management (OXRIM) and KPMG Consulting Research Report (online). Available from URL://http: http://www.loyalty4profit.com/ >. [Accessed (10/01/2010)] Web 14: Harris J. G, Beck J. C., Wade J. M. and Breitfelder M. D. (2001) Want Customers? Lose their Data Research Note Accenture Institute for Strategic Change Issue 4, (online) Available from URL://http: www.accenture.com/isc >.[Accessed (10/01/2010)] Web 15: Payne M. (2002) The Paradox of Loyalty Through the Loop (online). Available from URL://<<http://www.ask.co.uk/metasearch.asp>> [Accessed (10/01/2010)]

Web 16: Egan J. (1999) Relationship Marketing: Across the Retail Spectrum Middlesex University Business School Discussion Paper (online) Available fromURL://http://mubs.mdx.ac.uk/research/Discussion_Papers/Marketing/dpap_mkt_ no5.pdf 18

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[Accessed (10/01/2010)] Web 17: Palmer A., McMahon-Beattle U. and Beggs R. (1999) INFLUENCES ON LOYALTY PROGRAMME EFFECTIVENESS: A CONCEPTUAL FRAMEWORK AND CASE STUDY INVESTIGATION Final manuscript resubmitted to the Journal of Strategic Marketing (online) Available from URL://http://users.pgen.net/apalmer/apalmer/jsmloy00.htm [Accessed (10/01/2010)] Web 18: Customer Experience Management Unlocks the Promise of CRM A Satmetrix Systems White Paper (2001) (online) (Available from URL://http://www.satmetrix.com/public/pdfs/CRM_wp5.pdf >. [Accessed (03/10/2009)] Web 19: Annual Report And Financial Statements 2006. Available online at: <<URL:http://www.tescoplc.com/plc/ir/ar/archive/ar2006/arfs_06/4615306.pdf>> [Accessed (03/10/2009)] Web 20: Annual Review and Summary Financial Statement 2007. Available online at: <<URL:http://www.investis.com/tesco/ar/pdfs/annual_review_and_sfs_2007_0.pdf>> [Accessed (03/10/2009)] Web 21: Annual Report and Financial Statements 2007. Available online at: <<URL: http://www.investis.com/tesco/ar/pdfs/TESCO_FULLlow.pdf>> [Accessed (03/10/2009)] Web 22: Tesco Shines at Loyalty. Available online at: <<URL:http://www.customerthink.com/interview/clive_humby_tesco_shines_at_loyalt y >> [Accessed (03/10/2009)] Web 23: ASDA Customer Satisfaction Survey. Available online at: <<URL: http://www.tellasda.com>>[Accessed (22/09/2009)] Web 24: Tesco Online Customer Satisfaction Surveys. Available online at: <<URL:http://activate.ie/2009/03/tesco-online-customer-satisfaction-surveys/>> [Accessed (20/09/2009)]

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Web 25: Customer satisfaction ratings by Tesco PLC customers. Available online at: <<URL:http://www.vendorrate.com/Vendors/Tesco+PLC? AspxAutoDetectCookieSupport=1> [Accessed (15/09/2009)]

Web 26: Customer Loyalty. Available online at: <<URL: http://www.wisegeek.com/what-is-customer-loyalty.htm>> (10/09/2009)]

[Accessed

Web 27: Ten Tips to Build Customer Loyalty. Available online at: <<URL: http://www.allbusiness.com/sales/customer-service/1961-1.html>> [Accessed (10/09/2009)] Web 28: Customer Loyalty. Available online at: <<URL: http://www.jimnovo.com/Customer-Loyalty-more.htm>>[Accessed (10/09/2009)] Web 29: Building Customer Loyalty. Available online at: <<URL: http://www.iod.com/intershoproot/eCS/Store/en/pdfs/MA4CUST.PDF>> [Accessed (10/09/2009)] Web 30: Tesco adopts CRM software to improve customer handling in call centres. Available online at:<<URL:http://www.marketingdirectmag.co.uk/news/896708/Tescoadopts-CRM(10/09/2009)] software-improve-customer-handling-call-centres/>> [Accessed

Web 31: The story behind successful CRM. Available online at: <<URL:http://www.bain.com/loyaltyrules/library_articles_details.asp? id=10738&menu_url=library_articles.asp>>[Accessed (05/09/2009)]

Web 32: Tesco increases customer satisfaction. Available online at: <<URL:http://crm.enterpriseinnovation.net/content/tesco-increases-customersatisfaction>> [Accessed (01/09/2009)]

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APPENDICES

CUSTOMER LOYALTY QUESTIONNAIRE

This questionnaire aims to investigate literature on loyalty and the importance of customer relationship management in Tesco. The survey is part of my MBA dissertation in the University of Wales Institute, Cardiff. The information collected will be confidential. Thank you for your time.

QUESTIONNAIRE 1.) What is your gender? [ ] Male 2.) Do you have [ ] Yes 2.) What age group are you in? [ ] Under 20 [ ] 31 40 [ ] 20 30 [ ] 41 - 50 21 [ ] No [ ] Female

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[ ] 51 60 3.) What is your marital status? [ ] Single [ ] Separated [ ] Widowed 5.) What is your occupation? [ ] Student [ ] Professionals [ ] Homemaker 6.)

[ ] Over 60

[ ] Married [ ] Divorced [ ] Living with a partner.

[ ] Retired [ ] Skilled Workers [ ] Unemployed

What size of household do you live in? [ ]1 [ ]3 [ ] More [ ]2 [ ]4

7.)

How many percentage of your monthly grocery budget spend with Tesco? [ ] Less than 25% [ ] 51% - 75% [ ] 25% - 50% [ ] 76% - 100%

8.)

Whether have you increased your spending with Tesco since you have had a Clubcard membership ? (Tesco Clubcard members only ) [ ] Yes [ ] No [ ] Value for money [ ] One-stop-shopping

9.)

What is the most important for you when selecting a supermarket ? [ ] Location [ ] Brand assortment

10.) If you were selecting a similar provider for the first time, how likely is it that you would use this provider again? 1-Never 1 2 3 4 5 22 6 7 8 10-Always 9 10

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11.) How likely is it that you will continue to purchase products/services from this provider? 1- Rarely 1 2 3 4 5 6 7 8 10- Frequently 9 10

12.) How likely is it that you would recommend this provider to a friend or colleague? 1- I do not recommend 1 2 3 4 5 6 7 8 10 Every time 9 10

13.) Taking everything into account, how satisfied were you overall with your experience on this shopping trip? 1-Completely dissatisfied 1 2 3 4 5 6 10-Completely satisfied 7 8 9 10

THANK YOU FOR YOUR TIME!

Questionnaire

1. Which cell phone service provider is the best? a. Idea b. Vodafone c. Airtel d. Reliance e. Tata f. Other 41 of the sampled opined that Airtel was the best in the business while idea stood second at 29 Vodafone came third at 28. This indicated a clear shift towards Airtel, with Idea and Vodafone at neck and Neck. 2. What Cell phone service provider do you subscribe to? a. Idea

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b. Vodafone c. Airtel d. Reliance e. Tata f. Other Of the samples collected most people were subscribers of Airtel and Vodafone with 37 and 35 responses each. Idea was nest at 18 the rest were the others. 3. Why are you with your service provider? What makes it special? a. Value for money b. Coverage & Quality c. Switching costs d. Schemes & Benefits e. Others __________
While most of the Vodafone users 17 selected switching costs, a few of them also indicated Value for money 7 and Schemes and Benefits 5 respectively. Airtel users indicated value for money 20, and

coverage and quality 7. This indicated that Vodafone customers were in it only because of the high switching costs associated with a switch in cell phone operators.

4. What comes to mind when you think about Vodafone a. Red & White Scheme b. Walk n Talk c. Pug d. Zoo Zoo e. F1 & Louis Hamilton f. Happy to Help g. Express Yourself h. Make the most of now i. Others____________.
Most selected the pug at 96 while zoo zoo and the Red and white scheme brought in 56 and 54 ticks respectively. Express your self was the most wrongly ticked association and the same can be attributed to the proximity of colour scheme that Airtel shares with Vodafone.

6. What impedes Vodafone from being the best Cell phone service provider a. Coverage & Voice clarity b. Customer Service quality c. Pricing d. Schemes e. Others______________

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