Marketing has traditionally deployed the rhetoric of consumer sovereignty and the efficiency of market relations to legitimize its role as an academic discipline and as a management practice. Draws on theoretical reflections and empirical field work in financial services to question elements of...

Purpose – This paper aims to illustrate how open innovation is implemented in practice in a large multinational corporation and to discuss how masculine discourses of rational control and competition are reinforced during such a process. Design/methodology/approach – An exploratory single...

Quality initiatives demand that management and staff share a mutual interest in improving the quality of customer service through continuous improvement. These demands are currently being pursued against a background of organizational restructuring, redundancy and pressures on staff to increase...