Purpose – The keys to effective service recovery are familiar to many throughout industry and academia. Nevertheless, overall customer satisfaction after a failure has not improved, and many managers claim their organizations cannot respond to and fix recurring problems quickly enough. Why...

The National Institute for Health and Care Excellence (NICE) invited the manufacturer of ruxolitinib (Novartis) to submit clinical and cost-effectiveness evidence for ruxolitinib within its licensed indication (the treatment of disease-related splenomegaly or symptoms in adult patients with...

Purpose – This paper seeks to argue that global management should be considered by practitioners, educators, regulators and society at large as a true professional discipline. While in its current form it may not meet all the defining criteria of a profession, true professionalism is the best...

Research methods have a critical practical and academic relevance. A study of consumer behaviour within service management frequently requires the use of techniques that reach to the core of consumer thoughts, actions, and feelings. This paper analyses the rationale that can lead to the choice...

This article focuses on consumer satisfaction in services within the context of tourism, and the dive tourism industry in particular. It identifies the key elements that certified, experienced recreational divers use to determine satisfaction, and discusses the relative importance of the...