Over the past 20 years, a convergence has occurred regarding the importance of building relationships with valuable customers as the cornerstone of service strategy. Customer satisfaction and delight have been associated with supporting the retention and growth of important relationships. More...

The impact of knowledge on firm performance has been seen as one explanation of firm performance heterogeneity, which is a central question in the area of Strategic Management. However, there has been surprisingly limited research into the role of new knowledge internalization within firms....

Purpose: The purpose of this paper is to test a mediated model of the relationship between self-concept orientation (individualist and collectivist) and organizational identification (OrgID, Cooper and Thatcher, 2010), with proposed mediators including the need for organizational identification...

Purpose: The paper aims to fill this gap by positing a framework that considers the service automation decision as a matter of knowledge management: a choice between human resident and codified knowledge assets. Design/methodology/approach: The paper is a conceptual paper, grounded in the...