New service development (NSD) is essential if organisations are to survive and grow. Yet the process can be complex, time consuming, costly and often unsuccessful. Services involve customers as co-producers i.e. they are present in the service system/production process. Consequently effective...

The purpose of this research is to examine cross-cultural differences in emotional responses to negative service encounters and the consequent impact on behavioural intentions. Focus groups of UK and West African consumers discussed two video scenarios, described employee and consumer behaviour,...

Deregulation interrupts industry evolution, leading to failure or absorption of many once-proud, dominating firms. Privatization also radically changes the evolution of an organization, as it moves from a protected, state-aligned institution to life subjected to the harsh forces of private...

The selection of local partners in developing countries is an important issue for telecommunications firms from developed countries. Managers in these companies know that selection of the right local partner is critical to placing a winning bid for emerging tele communications projects. Yet,...

A statement by a group of economists and scientists which met at Stanford University on October 18, 2008 to discuss the role of research and development in developing effective policies for addressing the adverse potential consequences of climate change.