Chapter 1

Chartered Institute of Marketing – a professional association for marketing, based in the UK
www.cim.co.uk

American Marketing Association – a professional association for marketing, based in the USA
http://www.marketingpower.com/

Marketing Week Online – extracts of weekly marketing related news
www.marketing-week.co.uk

Brand Republic – extracts of weekly marketing related news
http://www.brandrepublic.com/News/

V&A Museum - An interesting case study about the marketing of London’s Victoria and Albert Museum
http://www.vam.ac.uk/about_va/marketing/index.html

Chapter 2

Visit the websites of some of the following restaurants. Explore the style of the website.

·  How tightly scripted do the companies' services processes appear?

·  Look at the recruitment pages and compare the characteristics sought by each of the chains. What do the different requirements say about their service processes?

·  How would you describe the principal differences between a fast food restaurant such as McDonalds, and a more experience-based restaurant such as TGIFridays?

Visit the following sites:
www.tgifridays.co.uk
www.hardrockcafe.com
www.mcdonalds.co.uk
www.burgerking.co.uk

http://starbucks.co.uk/en-GB/

Chapter 3

Future Foundation - has published research on a number of aspects of consumers's adoption of new technologies, including a report on call centres
www.futurefoundation.net

Foresight, - a UK government sponsored body that aims to provide challenging visions of the future, by providing a core of skills in science-based futures projects.
http://www.foresight.gov.uk/

Internet Society (ISOC) The Internet Society has served as the international organization for global coordination and cooperation on the Internet, promoting and maintaining a broad spectrum of activities focused on the Internet's development, availability, and associated technologies.
http://www.isoc.org/

Chapter 4

TUC - for an employee's perspective on 24/7 access to services, this report by the UK's Trades Union Congress raises a number of issues
http://www.tuc.org.uk/work_life/index.cfm?mins=476&minors=476

Competition Commission - has investigated issues of access to a number of services,, eg bank services for poor and disadvantage groups
www.competition-commission.org.uk/

Future Foundation - has published research on a number of aspects of access to services
www.futurefoundation.net

British Franchise Association –promotes the interests of franchising
www.thebfa.org

British Retail Consortium - Trade association for the UK retail industry. Wednsite Includes news, details of policy work, events, and business information.
www.brc.org.uk

Chapter 5

Upmystreet.com - For an example of geodemographic segmentation, type in a postcode and see a description of the typical resident of that postcode at:
www.upmystreet.com

Office for National Statistics – UK source of data relating to markets and consumption:
www.ons.gov.uk

Social Trends - draws together social and economic data from a wide range of government departments and other organisations; and paints a broad picture of British society today, and how it has been changing.
http://www.statistics.gov.uk/statbase/Product.asp?vlnk=5748&More=N

Eurostat - homepage of Eurostat, with links to routinely collected statistics and special repirts
http://epp.eurostat.ec.europa.eu

The Market Research Society –serves all those with professional interest in provision or use of market, social and opinion research, and in business intelligence, market analysis, customer insight and consultancy
www.marketresearch.org.uk

The World Association of Opinion and Marketing Research Professionals – facilitates better research into markets, consumers and societies
http://www.esomar.org/

Future Foundation - a research organization that helps companies to understand what is going on in the minds of consumers worldwide both now and in the future.
http://www.futurefoundation.net/

Mintel Online- subscription consumer research reports, with some free abstracts available online
http://reports.mintel.com

Chapter 6

Association for the Advancement of Relationship Marketing - provides a forum for the advancement and understanding of the disciplines of relationship marketing.
www.aarm.org

Accenture – This consultant's site has a number of free summary reports on outsourcing
http://www.accenture.com/Global/Research_and_Insights/By_Subject/Business_Process_Outsourcing/default.htm

Direct Marketing Association - News and information on direct marketing
http://www.dma.org.uk/content/home.asp

Information Commissioner's Office: UK guidance on rules, regulations and guidance on data protection laws.
http://www.ico.gov.uk/

MyCustomer.com - customer management community for news and features on customer insight, customer management and CRM research
http://www.mycustomer.com/

CRM Forum - a forum for CRM managers with some free abstracts of research in the field of CRM
http://www.crmmanager.net/community/forum/18/1/1.html

Chapter 7

Future Foundation - this research agency's website contains a number of articles and abstracts which try to paint a picture of likely future patterns of consumption
www.futurefoundation.net/

Trendspotting – a private sector research agency with some interesting free summary reports about likely future market patterns

www.trendspotting.com

Foresight - a UK government sponsored body that aims to provide challenging visions of the future, by providing a core of skills in science-based futures projects.
http://www.foresight.gov.uk/

Product Development and Management Association: - A comprehensive glossary of new product development terms
http://www.pdma.org

Chapter 8

Interbrand Top 100 Global Brands Scoreboard
http://images.businessweek.com/ss/09/09/0917_global_brands/1.htm

Competition Commission - UK public body which conducts in-depth inquiries into mergers, markets and the regulation of the major regulated industries
http://www.competition-commission.org.uk/

British Chamber of Commerce - The Chamber's 'Business Barometer' index reviews the burdens of legislation faced by small businesses
http://www.britishchambers.org.uk

Federation of Small Business - a membership organization representing the interests of small UK businesses
http://www.fsb.org.uk/

Chapter 9

ISO - For a discussion of ISO 9000 series quality standards that have been adopted by many services organizations, visit the International Standards Organization website
http://www.iso.org/iso/home.htm

British Quality Foundation – it helps organisations to learn from best practice, improve their performance and achieve sustainable excellence …………………… http://www.bqf.org.uk/

Business Process Management –publishes articles, news, research and white papers on Business Process Management and workflow.

http://www.bpm.com/

APQC – Specialises in benchmarking, knowledge management, measurement, and process improvement with the purpose of assessing and improving organisations’ performance. http://www.apqc.org/

Quality institutes - there are many national centres for the study and measurement of quality, and the following sites demonstrate some of the issues involved in measuring service quality:

AMERICAN Society for Quality
http://www.asq.org/

European Organization for Quality
www.eoq.org

SAQI - The South African Quality Institute
http://www.saqi.co.za/

Singapore Quality Institute
www.sqi.org.sg

Chapter 10

Chartered Institute of Personnel and Development – provides summary press briefings on a number of aspects of employment within the services sector.
www.cipd.co.uk

TUC - for an employee's perspective on 24/7 access to services, this report by the UK's Trades Union Congress raises a number of issues
http://www.tuc.org.uk/work_life/index.cfm?mins=476&minors=476

Chapter 11

Amazon - This website demonstrates price bundling of products and, if you are careful, you may find different prices depending on which cookies are embedded in your computer
www.amazon.co.uk

Auctions - for an example of auction principles at work, see the ebay website
www.ebay.com

Chapter 12

Institute for Operations Research and the Management Sciences – has some background articles relevant to capacity management
http://www.scienceofbetter.org/

Airlines - get a good feel for pricing strategy at work by visiting the websites of one of the low-cost airlines:. Observe the variability of prices according to time of day, day of the week, season, and length of time between the booking date and travel date
www.ryanair.com
www.easyjet.com
www.airberlin.com
www.jet2.com
http://wizzair.com/

Chapter 13

World Advertising Research Centre - contains news, cases, research and articles on the communications business.
http://www.warc.com/

Institute of Promotional Marketing
www.theipm.org.uk

The British codes of advertising and sales promotion
http://www.asa.org.uk

Institute of Direct Marketing
www.theidm.com

The Chartered Institute of Public Relations
www.cipr.org.uk

Institute of Practitioners in Advertising
www.ipa.co.uk

Advertising Standards Authority
www.asa.org.uk

The Advertising Association (UK)
www.adassoc.org.uk

Newspaper Readership Survey
www.inma.org

Ofcom - The independent regulator and competition authority for the UK communications industries, with responsibilities across television, radio and telecommunications
http://www.ofcom.org.uk/

Direct Marketing Association
www.the-dma.org

Chapter 14

World Trade Organisation
This site provides information on International Trade developments, statistics, WTO documents and policies.
www.wto.org

International Monetary Fund - Site contains IMF news, publications and international economic information.
www.imf.org

Economist Intelligence Unit - Selected free access is provided to global business intelligence reports.
www.eiu.com

European Union - The official EU website on the Euro includes documents, legislation, links to other websites, and a search engine. It provides access to basic information and documentation on the Euro.
europa.eu.int (THIS WEBLINK WAS REPLACED BY: europa.eu/ )

United Nations - An interactive statistical database for the Member States of the United Nations
www.un.org

Annual Barclays Country Reports - Country reports contain data on market analysis, economic policy, the political environment, recent trends and outlooks.
www.business.barclays.co.uk/BRC1/jsp/brccontrol?site=bbb

Financial Times - The newspapers archive includes country reports
www.ft.com

UK overseas trade statistics - The site includes a summary of recent trade statistics
www.statistics.gov.uk

U.S. International Trade Statistics - US oriented, but contains a lot of data on world markets.
www.census.gov/ftp/pub/foreign-trade/www/

Organisation for Economic Co-operation and Development (OECD The OECD's database on International Trade shows the value of each Member country's exports and imports of goods and services by type.
http://www.oecd.org/statsportal/

Global Edge Business Resources on the web
http://globaledge.msu.edu/ibrd/busresmain.asp?ResourceCategoryID=10

Miniwatts Marketing Group - An Internet usage site covering population statistics and market data, for over 233 countries and world regions.
http://www.internetworldstats.com/

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