This study explores the impact of corporate image and service quality on customer satisfaction in the professional service industries. Data were collected on audit firms, sending a questionnaire to financial executives of leading Italian companies. The results show that the most important...

Several years have passed since Hopwood (Hopwood, A. G. (1996). Looking across rather than up and down: on the need to explore the lateral processing of information. Accounting, Organizations and Society, 21, 589-590) proclaimed the need to explore the lateral processing of information,...

Purpose – The purpose of this paper is to investigate the mechanisms adopted by cities to control the provision of externalized public services and to explore the determinants of such control choices. Design/methodology/approach – The paper presents the results of a multiple case study based...

Research on management control has emphasised the relevance of controls for knowledge integration on a project-by-project basis. This work contributes to this field by proposing a framework to explain how management control systems foster knowledge transfer between organisational units in...