The interdependence between varying participants in exporting networks that has resulted from processes of globalization magnifies the inadequacies of using single-item measures and internally oriented perspectives to assess export performance. In order to overcome these concerns, we developed a...

SERVQUAL is the most popular instrument to ascertain service quality. However, some debate exists about its ability to characterize different service environments. Furthermore, there is not a consensus about the inclusion of customer expectations in the model. The research presented in this...

A survey to assess training needs in TQM was developed in several European countries, within the framework of a Leonardo’s project named IMVOCED. Beyond a comparison of the results in each country, a global analysis was performed to design a TQM programme to be delivered by WBL (Work Based...

This paper tackles the broad issue of TQM implementation in SMEs. It includes a review of two models aimed at improving organisational performance, the EFQM Excellence Model and the Balanced Scorecard, which have been widely used in large organisations. Both models are examined as to their...

This piece of research is focused on service recovery and uses the RECOVSAT instrument to obtain data from a sample of complaining customers. The study comprises three main stages. The first stage includes a descriptive analysis of the incidence and consequences of complaints in several...

<Para ID="Par4">Despite burgeoning research in international entrepreneurship (IE), very little is known about the processes of how entrepreneurs recognize and pursue opportunities in international markets. To provide an answer to this “opportunity process gap,” we drew on the idea sets framework from the...</para>

The impact of relational variables on export performance is tested across two countries—the UK and Australia. The key drivers are shown to he two kinds of commitment: to the market (country), and to the relationship with the distributor, both of which begin with experiential data...

Export performance models anchored in the industrial organization and resource-based theories have previously been developed and tested. Thus far there have been no empirically tested export performance models that have reflected the core tenets of the relational, or behavioral, paradigm....

Drawing from the resource-based view and a contingency approach, the authors develop and test a model of the antecedents of client-perceived value in the context of international, professional business-to-business services (consultants, engineers, project management, IT consultants, etc.) in a...