A better understanding of innovation processes might lead to productivity improvements. By focusing on a specific, economically relevant sector (construction) and on a specific type of firm (small to medium-sized enterprises, SMEs), the dynamic capabilities framework is extended by clarifying...

This paper examines relationship quality as a multidimensional metaconstruct comprising three dimensions; satisfaction, trust and commitment. The role of relationship quality in its nomological network with service orientation as an antecedent construct and consumers' positive behavioural...

Using structural equation modelling employing partial least-squares estimation, data from staff in the consumer transport industry were analysed to explore the role of implicit and explicit communications on their service delivery behaviour. Both implicit and explicit communications were found...