Purpose The purpose of this paper is, first, to identify the relationship, if any, between customers’ perceptions of justice (functional element) and employee effort (symbolic element) and their effects on satisfaction and loyalty in the context of service recovery and, second, to determine...

New Product Development, Research Takes the reader through the literature on research into the dynamics of new product development, considering and commenting on the variety of approaches reported in the literature, describing the plethora of “critical success factors” thrown up by the...

While a number of research studies have examined the factors determining the extent of use of marketing research information by managers, there is only scant empirical evidence on the link between marketing research activity and company performance. Aims to examine the ature of marketing...