Multi-criteria decision making methods are often used in situations that involve comparing the performance of multiple service designs. These methods construct an overall performance measure comprising a weighted function of different, possibly conflicting, objectives. The weights are usually...

Purpose and approach: A person's mental model, or 'frame', of a technology influences the way he/she reacts to that technology. Service literature has examined perceptions and reactions of consumers to a technology, but not those of employees. Using an interpretative approach, this study mapped...

This conceptual paper aims to stimulate research on the influence of organizational culture on marketing metric selection. Drawing on the Competing Values framework of organizational culture, the paper proposes that each of the Competing Values culture types enhances an organization's tendency...