By focusing on the dynamics of action inquiry strategies, this paper has framed the way in which the process is characterised and the potential of this approach for applied management research. The relationship between improved knowledge through action and improved action through reflection is...

Emotion in business-to-business service relationships regarding cargo services is explored. The service relationship is characterised by mutual trust and cooperation. Contact is mainly via telephone or e-mail with some face-to-face interactions and participants providing a complex, multi-skilled...

This article develops research-based scenarios of future service encounters. Views from senior customer service directors in 14 major service companies regarding future service encounters and future roles and capabilities of customer service professionals were gathered. This was considered in...