Internet, as distribution channel, 37
Job satisfaction and performance,
20, 314
Kanban system, 191, 194
Kerridge, John, 268–9, 270, 280
Laura Ashley (case study 6.1),
429–30
agreement with ICL, 445
alliance with Federal Express,
445
background, 432–4
Board of Directors, 1985/86, 435
Board of Directors, 1993, 452
financial crisis, 439–40
human resources policy, 446–7
new management, 440–2
operational mishaps, 448–9
post flotation, 434, 436–8
resignations, 449–50
return to profitability, 445–6
simplification strategy, 444
London Metal Exchange (LME),
208, 209
Loyalty card, Tesco, 38
Loyalty ladder, relationship, 45–6
Loyalty-based systems, 20
Asda, 92, 93–4
cycle of growth, 21
Safeway, 88
Sainsbury, 87, 89–90, 91–2
Tesco, 38, 89–90
McDonald’s, employee training,
311
McKinsey Seven-S model, 424
Managing People First (British
Airways programme), 459
Market domains:
detailed examination, 27
first identification, 5
revised identification, 25
Market relationships:
classic, 17
special, 17
Market segmentation, 37–8
by customer groupings, 421
Marketing mix, expanded, 410
Marriott Hotels:
employee satisfaction, 20
employee training, 311
Mass-customization, 413
Media Natura (advertising
agency), 199
Megarelationships, 17
Micro Compact Car (MCC) project,
174–5
Motor industry, collaborative
practices, 10–11
Motor insurance market:
direct marketing, 60–1
UK, 117–18
see alsoDirect Line InsuranceNanorelationships, 17
National Council for Voluntary
Organizations (NCVO), 143
National Lottery, effect on charities
revenue, 144
National Trust, profile, 138
Nestlé Buitoni (case study 2.1),
54–5, 68–71, 73–4
brand building, 71–3
Casa Buitoni brand image, 7,
70–1
company history, 64–7
in Europe, 74
United Kingdom developments,
67–8
Net Back Premium (NBP), 208
Nickel marketing, seeTransvaal
Nickel Mines
Nissan, supplier development,
167
Non-customer referrals, 228
Non-market relationships, 17Index 505