Many small manufacturing firms are becoming dislinked from their traditional client connections as those larger manufacturing clients strive to reduce costs by either moving production to lower cost countries or working with fewer, more capable suppliers. This paper explores learnings from a...

Purpose - Arguing that increasing use of information and communication technologies (ICT) is shifting market power from suppliers to consumers, the ensuing consumer empowerment is presented as an unintended consequence of marketing. Marketing implications arising from this consumer empowerment...

A key concern organisations face is how to incorporate Internet tools into their marketing communications mix. Where and how should companies invest their human, technological and financial resources? This paper explores a subset of this problem, online complaining and electronic customer...

This paper aims to define the domain of Corporate Social Responsibility (CSR) for hotel and accommodation organizations in Thailand. It seeks to integrate the diverse components of CSR as defined within the general business/management, tourism and stakeholder literatures. A review of existing...

This paper makes a detailed comparison of two major financial services in Singapore: life insurance and stockbrokerage. Relationships of perceptions and expectations of service quality, mean service adequacy (MSA) and mean service superiority (MSS) with service satisfaction and loyalty are...

Purpose – This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting‐edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments...

Purpose – The purpose of this paper is to investigate the relationship between total quality management (TQM) practices and quality performance in Indian service companies. Design/methodology/approach – The empirical data was collected using a self‐administered instrument that was...

Purpose – The purpose of this paper is to measure the dissemination of public management practices in French State administrations and to interpret results in the light of successive reform trends, in order to give an objective evaluation of French public management reform....

Purpose – The purpose of this study is to examine the value formation and value perceptions of brand owners and retailers in the new digital packaging technology context. The focus of this study concerns the potential of new packaging technologies to offer new value dimensions compared with...

Purpose – A monopolistic relationship between utilities and their customers creates a unique relational context in which the basic assumption of one's ability to terminate a relationship with an unsatisfactory relationship partner is violated. The purpose of this paper is to examine how...