Purpose – Today, in small and medium-sized enterprises (SMEs), entrepreneurs must take a more strategic perspective that is evidenced by the need to scan the enterprise to discover how they might improve customer relations as well as promote improved entrepreneurial actions. The paper aims to...

This paper analyses the nature of the impact of relational learning on the adoption of information and communication technologies (ICT) and vice versa. The authors investigate the implementation of ICT through a relational learning process by means of an empirical investigation of 203 small- and...

This study explores the following question: How can managers overcome knowledge loss or degradation and/or replace obsolete knowledge to stimulate the realized absorptive capacity in the Spanish hospitality sector in particular and organizations in general?

In the past two decades many organizations have turned to other organizations to satisfy their information systems needs. Information systems outsourcing arrangements cover the spectrum from agreements involving the delivery of all information services to those providing specific services such...

In the following paper we investigate the concept of counter-knowledge and how its effects may be mitigated in an organisational context. Counter-knowledge may be acquired unwittingly from unreliable or inaccurate sources such as gossip, lies, exaggeration and partial truths. We consider that if...

Purpose – Today, in small and medium‐sized enterprises (SMEs), entrepreneurs must take a more strategic perspective that is evidenced by the need to scan the enterprise to discover how they might improve customer relations as well as promote improved entrepreneurial actions. The paper aims...

Purpose: Although there is widespread agreement about the importance of and need for unlearning particularly in an organizational context, concerns have been expressed by some researchers with respect to the coherence of the concept. The purpose of this paper is to complement organizational...

Consumer capital is a very important asset for an organisation as it is the result of an organisation's relationship with its customers. This paper sets out to confirm that organisations need to create customer capital in SMEs (Small Medium Enterprises). As part of this study, four types of...

Using a knowledge-based perspective, the goal of this article is to demonstrate the relevance of environmental knowledge (EK) in the creation of customer capital (CC) and explore how organizations can create such a type of knowledge via ‘green communities’. We first describe the nature of...

The real power of organisational culture is manifested through its normative impact on the behaviour of individual members (e.g. salespeople). Organisational culture's influence on relationship development increases through the customer-oriented behaviour of salespeople. But, considering those...