Frontline employee attitudes and behaviours during service encounters influence customers' perceptions of service quality. For this reason, the identification of variables that influence service behaviours is important. Much remains unknown about the factors affecting service behaviours in...

This study examines the moderating effects of external environmental variables on the relationships between organizational coordination, quality of implementation of new product development (NPD) activities, and on-time completion of (or timeliness in) product development and international new...

Purpose – Despite the increasing sophistication of new product development (NPD) research, the reliance on traditional approaches to studying NPD has left several areas in need of further research. The authors propose addressing some of these gaps, especially the limited focus on consumer...

The role of information in high-technology markets is critical (Dutta, Narasimhan and Rajiv 1999; Farrell and Saloner 1986; Weiss and Heide 1993). In these markets, the volatility and volume of information present managers and researchers with the considerable challenge of monitoring such information...

The results of a three-year study of the objectives, strategies and organization of American subsidiaries are presented. Their operations are compared against a matched sample of competitive British and Japanese subsidiaries. American subsidiaries were found to be less ambitious, more orientated...