Better state regulation is a key component of economic reform. This is the first book to comprehensively explore international experience in the use of Regulatory Impact Assessment (RIA), which involves assessing the potential benefits and costs of any regulatory change. The contributors reveal...

Consumer capital is a very important asset for an organisation as it is the result of an organisation's relationship with its customers. This paper sets out to confirm that organisations need to create customer capital in SMEs (Small Medium Enterprises). As part of this study, four types of...

Knowledge provided by a firm's founder(s) is one of the most important success factors for SMEs. This paper aims to identify the impact of the founder's knowledge on business performance in today's organization. It is with this in mind that we propose a specialized organizational learning...

Using a knowledge-based perspective, the goal of this article is to demonstrate the relevance of environmental knowledge (EK) in the creation of customer capital (CC) and explore how organizations can create such a type of knowledge via ‘green communities’. We first describe the nature of...

The real power of organisational culture is manifested through its normative impact on the behaviour of individual members (e.g. salespeople). Organisational culture's influence on relationship development increases through the customer-oriented behaviour of salespeople. But, considering those...

Purpose – Today, in small and medium-sized enterprises (SMEs), entrepreneurs must take a more strategic perspective that is evidenced by the need to scan the enterprise to discover how they might improve customer relations as well as promote improved entrepreneurial actions. The paper aims to...