Service quality, and the service-oriented practices that create that quality, have been shown to yield competitive advantage to firms in developed and mature markets. The role that service-driven practices play in transitional economies, however, has not been tested. In this study, the SERVOR...

Firms with a strong service orientation – that is, those whose organizational policies, practices, and procedures support service excellence – often have a competitive edge in mature Western markets. In transitional economies, however – such as within the newly opened markets of Central...

Purpose – With the growing interest in service orientation research, the concept has been demonstrated to be a defining factor in the creation of superior customer service and value. The purpose of the paper is to evaluate service orientation as a socially constructed variable, empirically...

Purpose – The paper's purpose is to provide background and practical exercises for management to gain a perspective on the nature of true employee empowerment. Design/methodology/approach – After a brief overview of the nature of empowerment, a series to training exercises offers insight...

Purpose – Enterprise resource planning (ERP) systems have been implemented in most organizations for a few years. ERP solutions go through three phases of lifecycle: selection, implementation and operation phase; the operation phase consists of the stabilization stage and the routine stage. To...

Under Josip Tito’s leadership, Yugoslavia broke away from Stalinistic central planning in 1948 and developed an economy‐wide system of worker self‐management. Its ideological focus was on leadership development and continuous learning among all employees, replacing owners and state...