Considers the concept of the "listening" organisation and its influence on service and business performance. Specifically reports on empirical research which investigated the link between service quality information practices, the listening organisation and service and business performance. In...

Examines the complex relationship between listening and training practices and service performance by deconstructing an earlier model of service management developed by the London Business School and Warwick Business School in the UK. This research hypothesizes that the nature of the...

This paper examines the relationship between changes in telecommunications provider competition on international long-distance routes and changes in prices. Overall, increased competition is associated with significantly lower prices to consumers of long-distance services. However, the...

Purpose – The aim of this paper is to review the debate on the purpose, focus and necessity of UK undergraduate marketing education. Design/methodology/approach – Assumptions in this debate are challenged by the collection and analysis of interview data from practitioners, alongside...

Purpose – The marketing of small‐ to medium‐sized enterprises (SMEs) can face many challenges, particularly for those operating within the creative industries. The purpose of this paper is to describe an inductive and exploratory case study approach to empirically investigate the issues...

Examines the issue of growth within the small firm and considers the main influences that impinge on the evolution of the enterprise. An interpretative methodological technique, causal mapping, is examined, evaluated and used to analyse the decision‐making processes made by the owner‐manager...

This paper analyses theoretically and empirically issues in optimal pricing with excess hospital capacity, and then applies the analysis to the issue as to whether Medicare and Medicaid payments cover the marginal costs of treating patients of each type. The primary innovation of this paper lies...

Under certain circumstances, competition law may apply to the decision by a company to procure from a related party. Sean Ennis (Competition Commission of Mauritius)

Purpose – To examine the service performance of a number of internet retailers and to identify differences (if any) in internet retailers' service performance across a series of attributes based on consumers' assessments. Design/methodology/approach – To compare the perceived service...