Positioned in the deliberations related to service marketing, the conceptualisation of servicequality, current service quality measurements, and the importance of the evolving construct ofcustomer experience, this thesis develops and validates a measurement for customer experiencequality (EXQ)...

For decades, one of the key roles of market research has been to help companiesforecast customer acceptance of innovation and of changes to the marketing mix(the 4Ps). However, traditional market research is in danger of being leftbehind by new practices in sales, marketing and R&D. Reflecting...

This case describes a strategic marketing dilemma facing Tayo Aderinokun, the cofounder and managing director (CEO) of the highly successful Guaranty Trust Bank (GTBank) of Nigeria. In its initial 15 years, GTBank has grown dramatically to become the most respected corporate bank in Nigeria,...

The return that organizations derive from investments in information systems and technologycontinues to disappoint. While there are many theoretical prescriptions as to how theplanned benefits from an IT project might best be realized, there is very little empiricalevidence, as to whether such...

The majority of IT projects across various countries and industries fail or do notrealise all their intended benefits. Despite previous research into this area and thedevelopment of various project success models, IT projects continue to fail at analarming rate. This research examines the...

Surveys continue to highlight that most senior business executives aredissatisfied with the value they believe their organizations are deriving frominvestments in information technology. What is often forgotten is that IT initself has no inherent value. This value must be unlocked, and only...

In the physical world, products and services are traditionally distinguished from each other on the basis of tangibility and intangibility; indeed, services are often described as intangible products. In the virtual world of the fixed and mobile Internet, however, this distinction is no longer...

Many developing countries? governments have invested heavily in e-service projects.However, there is a lack of clear case material research, which describes thepotentialities experienced by governmental organisations. This research examines egovernmentservice projects and provides insights and...