Focuses on customer-to-customer interaction between strangers. It begins by reviewing the literature in the field and establishing a number of roles that customers may play while participating in this type of interaction. The study then goes on to measure the frequency of interaction and the propensity of 467 garden centre customers to adopt the roles identified by the literature (namely helpseeker and help providers). From analysis of their responses the authors are able to produce typical role scripts associated with each of the roles identified. These will help those interested in managing and facilitating these potentially valuable interactions and give some structure for future research in the area.

The tourism and hospitality industries have been particularly impacted by the Covid-19 pandemic, with widespread closures and later reopening times than other areas of economic activity. However, little is known about the resilience of these industries in light of the current pandemic, within the context of English towns. This paper surveys businesses dependent on tourism located in English towns, to explore perceptions of resilience in this crisis context. We consider the nuances involved in resilience to disturbances such as Covid-19, revealing the temporal dimensions of resilience. Moreover, we identify influences informing differing resilience levels within and between industries. The paper also contributes a novel Business Resilience Composite Score, which enables academics, practitioners and policy-makers to draw comparisons between tourism and hospitality industry resilience and other economic activity in urban locations.

The term satisfaction is a very important concept in marketing and is central to many definitions. This paper seeks to examine what this term means to the public at large. It explores the various definitions of satisfaction within the literature. The empirical results derive from individuals’ own interpretation and definition of the term satisfaction, as well as evaluation of their definitions. Finds that most people cited several definitions of satisfaction, illustrating that it is a multifaceted concept. The most common interpretations reflect the notion that satisfaction is a feeling which results from a process of evaluating what was received against that expected, the purchase decision itself and/or the fulfilment of needs/wants. It also finds that the particular interpretation is affected by contextual issues, such as whether it is a product or service under consideration. Implications for consumer satisfaction measurement and interpretation are discussed.

Presuckle colostral samples and lamb serum samples taken 36 h postpartum were assayed for immunoglobulin G1 (IgG1) concentration (mg/ml) using single radial immunodiffusion. Breeds sampled included Polypay (P), Rambouillet (R), Targhee (T), Columbia (C), Finnish Landrace (F) and Finn crosses (Fx). Sources of variation examined in IgG1 concentration in colostrum (dam trait) included dam's sire breed, dam's sire, age of ewe and number of lambs born. All sources of variation were statistically significant. Least-squares means of IgG1 levels for sire breed were 80, 64, 67, 64, 72 and 69 mg/ml for P, R, T, C, F and Fx breed groups, respectively. A fetal stimulus may exist to increase the mass of IgG1 in colostrum available for multiple births (61, 69 and 77 mg/ml for single, twin and triplet, respectively). Ewe age was a significant source of variation because of a high mean concentration of IgG1 in the yearling's colostrum (100 mg/ml), whereas only slight differences occurred between the other age groups (65 to 67 mg/ml), except for the 7-yr older group (53 mg/ml). Sources of variation examined in IgG1 concentration of lamb serum at 36 h postpartum (lamb trait) included lamb's sire breed, lamb's sire, age of dam, birth type and sex, with dam's colostral IgG1 concentration and day born as covariates. Sire within breed, birth type and the two covariates were significant. Least squares means for sire breed were 36, 32, 33, 32, 31 and 32 mg/ml of serum for P, R, T, C, F and Fx groups, respectively. Lamb serum IgG1 decreased as birth type increased. The heritability of IgG1, estimated by paternal half-sib analyses, was .19 +/- .12 for colostrum and .18 +/- .06 for lamb serum.

Purpose-The purpose of this paper is to document the results and the impact of the ESRC-funded High Street UK 2020 (HSUK2020), a project designed to take the existing academic knowledge relating to retail and high street change directly to UK High Streets, to improve local decision-making and, ultimately, their vitality and viability. Design/methodology/approach-Through a systematic literature review, and by following the tenets of engaged scholarship, the authors identified 201 factors that influence the vitality and viability of town centres. Through the consensus-building Delphi technique, a panel of 20 retail experts identified the top 25 priorities for action. Findings-Taking a place management approach led to the development of a more strategic framework for regeneration, which consisted of repositioning, reinventing, rebranding and restructuring strategies (4R's of regeneration). Collaboration with the project towns resulted in identification of the strategy area that would

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Town centre management (TCM) has evolved considerably over the last 25 years in terms of both its purpose and methods. Whilst most reviews of TCM to date have focused on its development within the Anglo-Saxon world (typically North America and the United Kingdom), comparatively little attention has been given to other models of place and town centre management that have emerged across Europe. This paper seeks to redress the balance by exploring the relevance of other models from a number of European countries, which were researched using a case study approach and conceptualised within a framework which seeks to classify TCM schemes by their funding sources and structural formality. It is argued that, despite their lower budgets or lack of formal recognition, other models of TCM such as informal place management schemes or hybrids of formal and informal TCM schemes can often be just as effective in delivering positive outcomes for urban communities

Purpose -Globalisation as a competitive marketing strategy can only offer a limited explanation for the behaviour of organisations. This is particularly applicable in the case of business and marketing strategies for small and medium-sized organisations in the retail sector. Terms such as "localisation" have been coined by researchers but the concept is yet to receive a valid interpretation as a marketing strategy from the perspective of the small retailer. This paper seeks first, to understand how "localisation" impacts on the business practices and marketing strategy of small retailers in Spain and Scotland. Second, the results should help lessen the gap between the concepts of globalisation and the localisation. Design/methodology/approach -This explorative, comparative qualitative paper explores business practices and marketing strategies by small retail business owners in Seville (Spain) and Perth (UK) and the role of localisation, using three key themes -place, people and promotion. Findings -This paper suggests that place attractiveness, word-of-mouth customer-to-customer marketing, customer service beyond simple product advice, community embeddedness and informal but meaningful interpersonal relations between shop owner and customers are some of the key pillars of the "localisation" strategic marketing approach pursued by small retailers in Perth and Seville. This indicates a counterbalance to globalisation. Originality/value -The pursuit of a deliberate localisation approach by small retailers may be key to their sustainable competitiveness in the knowledge that these elements would not be easily replicated by larger or global retailers.