Purpose – This study aims to examine the moderating effects of gender, income, age, customer involvement and length of the relationship on the customer satisfaction (CS)‐customer loyalty (CL) relationship in a contractual service context. CL is assessed using customer repurchase intention...

Purpose – With a view to contributing to a better understanding of the interactions between design dimensions, the authors aim to present a formal model that analyzes the internal fit relationship between centralization and formalization, taking into account organizational technology and the...

Purpose – This paper aims to examine complex clinical decision‐making processes in trauma center units of hospitals in terms of the immediate impact of complexity on the medical team involved in the trauma event. Design/methodology/approach – It is proposed to develop a model of...

Purpose – As wireless penetration continues to increase worldwide, competitors in the mobile telecommunication industry are changing their strategies from a growth model to a value‐added one. The companies that can attract and retain customers in this highly competitive and increasingly...

Purpose – The purpose of this paper is to examine the impact of an organization's unlearning context and information systems (IS) capabilities on the organization's ability to challenge basic beliefs and to implement processes that are explicitly or tacitly helpful in the reception of new...

Purpose – This study aims to investigate the role of governance on knowledge acquisition and loss by new technology‐based firms engaged in inter‐firm collaborative new product development projects. Design/methodology/approach – This work draws on the relational exchange perspective,...

Purpose – This paper aims to analyze the production function nexus between higher education practice and the development of innovation‐related competencies by university graduates in Spain. The research hypothesis is the presence of statistically significant relationships between the...

Purpose – The strategic management literature lacks a comprehensive explanation as to why seemingly similar business models in the same industry perform differently. This paper strives to explain this phenomenon. Design/methodology/approach – The model is conceptualized and accompanied by a...

Purpose – The purpose of this paper is twofold – the first is to explore the key actions that enabled Pizza Hut Korea (PHK) to come out of a nine‐year decline in sales and profits. The second purpose is to delve deeper into the concept of return on marketing as applied to the turnaround of...