The combined pressures of desintermediation, deregulation, and industrial restructuring have helped to redefine the nature and importance of bank-client relationships (Schell, 1996). Directors or treasurers of companies often recognize that their relationship is with the bank account manager,...

The purpose of this study is to find out how local translations of a generic management system reduce organizational uncertainties, produce technical and organizational knowledge, and introduce cooperative relations, cross-functional learning and problem identification and solving. The study...

Knowledge Management Systems (KMS) have been developed in Engineering Designactivities in order to improve the productivity of these activities. Nevertheless it is still verydifficult to identify the impact of such Systems on the Engineering Design Performance.In this paper our goal is to...

Purpose : The main aim of the present article is to study the adoption and diffusion of a recent practice : sustainable development reporting by (and within) French universities. Theoretical background, approach taken and methods of analysis : To better understand and analyse this organisational...

Purpose : The main aim of the present article is to study the adoption and diffusion of a recent practice : sustainable development reporting by (and within) French universities. Theoretical background, approach taken and methods of analysis : To better understand and analyse this organisational...

This paper introduces a methodology whose aim is to evaluate how the quality of a freight distribution service with time windows, which operates on a given road network to satisfy a number of requests, affects the total cost of the distribution service . The result of a service quality setting,...

The increasing importance of relational marketing in the service sector as underlined by several authors and particularly by Berry (1983) culminates in a new marketing orientation toward internal marketing, even suggesting a significant impact of the latter on service quality perception. Several...

In order to improve the quality of service co-production, both academics and managers have pointed out the pivotal role of front-line employees (FLEs) in improving the service experience. Few studies, however, have simultaneously examined the quality perceptions of each group. Do FLEs perceive...

The quality process is a fashionable concept in public transport. Operators try to improve service quality and customer satisfaction, while public authorities impose the implementation of new quality processes in franchise contracts. EFQM differs from other quality models because of its global...

In the first section, a literature review on identification enables a clear definition of the "Customer-Company Identification" construct to be given. Then in the second section, the conceptual framework and the main hypothesis are exposed. In the third section, an empirical investigation into a...