Purpose – Although management researchers have long recognized that cognitive and behavioral constructs can influence strategic process, there have been surprisingly few empirical studies exploring their actual influence. More specifically, there have been no reported findings examining how an...

Cover -- Half Title -- Title Page -- Copyright Page -- Dedication -- Table of Contents -- An Invitation for Strategic Thinking -- Acknowledgments -- Author and Contributors List -- About the Authors -- Contributing Authors -- Part I: Strategic Thinking -- 1 Strategy and Competition -- The Need...

This article brings together several empirically based works on service quality. Its purpose is to derive a set of quality functions to help managers and academics understand and explore the relationship between service performance and customer perceptions of that service performance. It is...