Strategic management research and practice suggest that consistent decision making across functional lines of a business can improve profitability. Using a survey database of 123 manufacturing firms, three unique strategies are identified in this study which reflect emphasis on different...

Recently many manufacturers have emphasized the enhancement of customer service through increased manufacturing flexibility. Sophisticated models exist for the justification of modern automation technologies which could have an impact on manufacturing flexibility, but practitioners are more...

Bad service experiences potentially leading to long-standing grudges can be quite costly for an organization. In many cases, corporate actions and policies cause grudges as consumers grow more and more frustrated about their interactions with large, impersonal companies. The primary objectives...

Many information systems functions have made the transition from primarily providing their customer with information products to also providing their customers with information services. This change has implications for the way Management Information Systems (MIS) should be organized to best...

This paper builds the framework for linking the established work of competitive advantage with the emerging discipline of value marketing. The outcome of this linkage is the concept of strategic value management. Strategic value management focuses on the right combinations of product quality,...

Moving a business college to commit to a total quality service approach is much more difficult than the literature suggests. The commitment to customer satisfaction is the essential focus of total quality service. It is unlikely to occur in business colleges. While small incremental change is...

Purpose – The purpose of this paper is to address the following questions: are sophisticated consumers more likely to be satisfied with their purchases? Are consumers who are more knowledgeable more apt to feel in control of their purchase decisions? Are they more likely to believe the...

To use customer value and satisfaction data effectively, the company culture must embrace, support, and encourage customer value and satisfaction initiatives. The purpose of this article is to discuss the nature of a customer value and satisfaction culture and to model how best practice...

The purchase of a new automobile is often cited as the quintessence of a high involvement purchase decision; the financial risks and personal relevance of the purchase dictate that car buyers put forth much effort before making a decision. In this research such efforts as dealers shopped, brands...

The main objective of this study is to analyze the relationship between research impact and the structural properties of co-author networks. A new bibliographic source, Microsoft Academic Search, is introduced to test its suitability for bibliometric analyses. Citation counts and 500 one-step...