Despite a priority research grading by the Marketing Science Institute, the issue of marketing organization is bewilderingly under explored. Whilst advances have been made in conceptualizing marketing organization in networks of large trans-national corporations, recent research has highlighted...

The strategic importance of managing organizational culture has been a central theme in organizational literature over the past two decades. But relatively little attention has been given to the impact of culture change initiatives on managers. This paper reports on the impact of a programme of...

This paper explores, investigates and analyses the rationale, approach and outcomes of the attempts by management to control the behaviour of front-line service workers through the institutionalization of customer tipping. It presents evidence generated from an in-depth case study of a highly...

While many aspects of services research assume that employees are largely compliant to management prescribed service standards, a number of recent studies have highlighted the deliberate sabotage by service workers as a key issue. We contend that service sabotage is important not simply because...

Although researchers have called for a greater understanding of front-line employee behaviour during service encounters, few studies have been directed at the topic of service sabotage in general, and at the motives of such behaviours in particular. This paper presents systematic empirical...