Purpose – To present the empirical findings of two qualitative studies of Estonian consumers and how they interpret and perceive retail service quality. Design/methodology/approach – The two qualitative techniques were critical incident technique (CIT) and focus groups. For the CIT study, an...

Purpose – In the area of international retail expansion the most challenging issues that firms struggle with are: which countries to expand to; which order to do it; and what are the retail drivers that can be readily exported to the new market versus which have to be market specific? The...

Purpose – The purpose of this paper is to analyse change processes in the post‐merger integration (PMI) phase from a complexity theory perspective. Therefore, it looks at the merged organisation as a complex adaptive system (CAS). Design/methodology/approach – Post‐merger situations...

Purpose – The purpose of this paper is to provide an in‐depth description of the process of institutionalisation and development of human resource management (HRM) practices in subsidiaries of German multinational companies in Russia. Design/methodology/approach – The study is based on...

Purpose – Contradictory accounts in empirical material are often perceived as deliberate “lies” or “misleading deceptions” performed in acts of impression management, or they are simply neglected. When observed in the material collected empirically, methods have been developed in order...

Purpose – Qualitative research has made important contributions to social science by enabling researchers to engage with people and get an in-depth understanding of their views, beliefs and perceptions about social phenomena. With new and electronically mediated forms of human interaction...

Purpose The purpose of this paper is to explore the essence that is, the nature of organizational responses to efficiently resist enforced change in institutionalized work practice destined to address poor organizational performance. The micro-foundations of the cognitive logic that are...

Purpose – The purpose of this paper is to identify the differences and similarities in the HRM frames of middle-level managers and HR professionals, and to uncover the roots and contents of (dis)agreements in the HRM frames among HR professionals and middle-level managers....

Purpose – This study aims to identify the reasons for entering into alliances, as well as the main factors that influence these relationships in the hospitality industry. Design/methodology/approach – A multiple case study approach, with four hotels in Portugal as its subject, has been used...

Purpose – Previous studies demonstrate that novice entrepreneurs access fewer resources than experienced portfolio entrepreneurs. From an entrepreneurial learning perspective, the purpose of this paper is to investigate why they differ in terms of accessing critical resources....