Increasing numbers of small and medium sized firms (SMEs) are becoming active in international business. This phenomenon is being facilitated by numerous trends in the macro-environment of the firm. However, SMEs are typically quite resource-constrained relative to their larger, traditional...

Consumer satisfaction continues to be an important area of both academic research and managerial interest. Yet most satisfaction research has utilized US subjects to develop and test satisfaction theory. The purpose of this research is to test the basic disconfirmation of expectations model in a...

Examines the relative importance of service recovery in determining overall satisfaction and behavioral intentions. Recommendations include suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain.