Purpose – There is a pressing need for practitioners to adopt viable analytic procedures that may help them optimize resource allocation to strengthen customer satisfaction. This paper reviews a range of procedures used for measuring customer satisfaction that are identified in the literature...

We advance an image of coopetition as a synthesis of the two alternative paradigms developed in the literature about the nature of the interdependences among firms; i.e., the competitive paradigm versus the cooperative paradigm. The competitive paradigm postulates divergent interest-based...