<title>Abstract</title> Research and practice show that effective management of service recovery processes boosts customer satisfaction. Under this assumption, the purpose of this paper is to analyze a set of factors which may determine satisfaction with recovery processes and loyalty. We also analyze the role...

The paper pursues a joint analysis of the direct influence of the level of a firm's technology opportunism capability on performance and on the adoption and intra-firm diffusion of Internet-based technologies. The study here examines the mediating effect that intra-firm diffusion exerts on the...

Despite 20 years of research into various aspects of the ‘Market Orientation’ (MO) construct, dubiety persists regarding the existence, nature and significancy of the relationship between market orientation and firm performance. In order to get more evidence some authors suggest including...