Service profit chain, 316
Services marketing, 25
SERVQUAL instrument, 316
Shouldice Hospital, advocacy
referrals, 226
Six Markets Model:
basics, 4–6
developing strategy, 416–18
domains identification, 5
global competition, 12
overlaps, 24–5
process integration, 11
revised version, 22
scope, 11
usage experience, 26–8
SMH watch company, use of
alliances, 174
Source Wales (Welsh Development
Agency division), 182
South Yorkshire Pensions
Authority (SYPA), 276, 277,
280
Spidergram, 416
Stakeholder model, 23–4
Supermarkets:
banking services, 91–3
loyalty card schemes, 87–8
see also under individual names
Supermelt Vacuum Melters (SVM),
211–14
Supplier association, definition,
167
Supplier Association Partners, 182
Supplier Capability Benchmarking,
187, 189
Supplier markets domain, 10–11,
162
Supplier-led innovation, 166,
417–18
Supply chain management, 168–71
partnership benefits, 171–3
supplier development, 166–8
transformation stages, 169, 170
vertical partnerships, 164
Target Group Index, 200
TAT (air carrier), 482, 487
Telemarketing, Rover Group, 108
Tesco (case study 2.3):
background, 79–80
banking services, 90
Clubcard experience, 85–6
Clubcard introduction, 38, 56–8,
79, 83–5
Clubcard magazine, 89
Clubcard Plus launch, 89–90
customer service, 82
improved stores, 82
performance results, 94–5
pricing initiatives, 81–2
way forward, 81
Toiletries industry, 298–300
Tokyo Disneyland, 330, 353, 358–9
Total Marketing concept, 12
Trade marketing approach, 16, 55,
56
Traidcraft (partner in Cafédirect),
197
Transaction costs, 165
Transactional marketing, 44
Transvaal Nickel Mines (case study
3.3):
background, 208–10
marketing plan, 211
marketing strategy, 180–1
Supermelt Vacuum Melters
(SVM), 211–14
Trico (case study 3.1):
background, 182–5
supplier association, 179, 185–93
supplier relationships, 178–9
Trico Quest Supplier Association,
185–7, 194
mission statement, 188
Twin Trading (partner in
Cafédirect), 197, 199, 200Unipart, employee training, 311
USAir, 482, 485508 Index