Commercial rumours are an increasingly prevalent feature of the business environment, and the Web has changed how they are spread. Commercial rumours affect sales and consumer confidence. As soon as a negative rumour begins to spread, sales can fall drastically. The challenge for marketers is to...

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....

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...

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...

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...

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,...