This paper presents some significant empirical findings about the role of switching cost and alternative attractiveness in developing the long-term relationship between the client and the service-provider in personal financial planning services. Considering switching costs and alternative...

Since the early 1980s there has been a growing interest globally in service quality, driven by the supposition that high service quality will lead to more satisfied customers. Satisfied customers will remain loyal and spread positive word-of-mouth advertising, and therefore improving service...

Purpose ? The purpose of this article is to identify the key factors that impede service quality delivery in the context of luxury hotels (four- and five-star properties) in Sydney, Australia. Design/methodology/approach ? The empirical dataset for this qualitative study was collected through 22...

The determination of factors that influence success in small business information systems (IS) is of obvious importance to the individuals running those businesses and to the regional economies where the businesses are located. The first step in this process is to develop models of interacting...

In recent years, a number of researchers have questioned the traditional notion of the producer as the sole generator of innovation in buyer seller relationships. Increasingly, innovation generation has been recognized as an outcome of interaction between a firm and various outside entities....

An integrated continuous improvement (CI) strategy is asserted to comprise an essential element of the struggle for many firms to maintain international competitive advantage (Bessant and Caffyn, 1997 and Chapman et al 2002). Development and maintenance of an integrated CI strategy is enhanced...

The objective of this paper is to enhance our understanding of international business-to-business relationships by presenting empirical evidence on the nature and relative importance of various relationship functions performed by the suppliers and the customers in trading relationships. Using...

Sales force automation refers to the automation of sales activities within an organization. Depending on the context, SFA may refer to the concept, the tools or the system. Because the literature refers to the importance of customer value creation and competitive advantage in considering SFA,...

International marketers are faced with the challenge of understanding the decision making process that consumers at the base of the pyramid (BOP) go through when choosing which products to buy .The unique characteristics of the BOP pose distinct measurement challenges which researchers have to...

Conducting market research internationally adds to the complexity of the research task, when implementing an Australian business franchise system into international markets. The aim of this research is to investigate: ?Why and how do Australian companies perform international market research...