Purpose The purpose of this paper is to investigate the role of consumers’ expectations and their antecedents on beliefs, attitude and behavioral intentions when they respond to new corporate social responsibility (CSR) information about a service firm. Design/methodology/approach Empirically,...

It is known that end users of products and services sometimes innovate, and that innovations developed by users sometimes become the basis for important newcommercial products and services. It has also been argued and to some extent shown that such innovations will be found concentrated in a...

Traditional idea generation techniques based on customer input usually collect information on new product needs from a random or typical set of customers. The "lead user process" takes a different approach. It collects information about both needs and solutions from users at the leading edges of...

This paper describes the development and application of a marketing model to help set an incumbent's defensive marketing strategy prior to a new competitor's launch. The management problem addressed is to assess the market share impact of a new entrant in the residential Australian long distance...