Purpose – At present no satisfactory economic theory of non-profit organizational leadership exists. The purpose of this paper is to develop an economic theory of non-profit leadership and apply this theory to the problem of non-profit failure or “voluntary sector failure.”...

Prior cultural research generally agrees that Asian consumers (collectivists), who emphasize social harmony, are less likely to complain but more likely to switch and to spread negative word-of-mouth than Western consumers (individualists) in service failures. Drawing from the face concern and...

This article highlights different types of service guarantees, explains the benefits of service guarantees to consumers and service providers, examines why service guarantees are so rarely used, and describes the characteristics of effective service guarantee programs. We seek to motivate...

Purpose – The primary purpose of this paper is to assess and review fixed-line telecom customers' perception of the quality of after-sales services provided by Ethiopian Telecom. Design/methodology/approach – The paper was conducted on telecom customers who are in Addis Ababa using...

Service quality has become an important and strategic variable as companies attempt to satisfy and retain present customers. It was also useful in attracting new customers as they compete effectively in the market place. However, due to the characteristics of services, it makes consistent...