In the long view, recent volatility of prices of the major grains is not anomalous. Wheat, rice, and maize are highly substitutable in the global market for calories, and when aggregate stocks decline to minimal feasible levels, prices become highly sensitive to small shocks, consistent with the...

Purpose – This paper aims to argue that, traditionally, service recovery attempts have paid little attention to customer preferences. Despite attempts to recover the customer, firms generally do not know if the recovery solution is what the customer expects. Hence, the paper seeks to examine...

Purpose – This study seeks to further the current debate about how to systematically improve hospital performance by enhancing and balancing knowledge exploration and knowledge exploitation capabilities through the development of an electronic medical record (EMR). Design/methodology/approach...

Purpose – The purpose of this paper is to create an audit method for analyzing and improving business relationships. This is accomplished by specifying bonds on a lower abstraction level than in earlier theory regarding bonds in order to classify the different types of bonds and analyze their...

Purpose – The purpose of this paper is to report research into the marketing and promotion of e‐books, and use this as a case study context to generate insights into approaches in academic libraries to the marketing of new services. As such it contributes to the limited empirical research on...

Purpose – The purpose of this paper is to present a punctuality improvement method system and to show how it was developed for application in the railway industry. Design/methodology/approach – The method is based on principles from quality management theory and developed through four cases:...

Purpose – The purpose of this paper is to investigate service improvement initiatives within a major UK bank, and assess issues which may have contributed to the current financial crisis. Design/methodology/approach – Primary research includes a survey of bank staff and longitudinal on site...