Purpose – This paper aims to estimate a supply response to monetary incentives to donate organs using a survey based on Adams, Barnett and Kaserman. Design/methodology/approach – The paper uses bootstrap techniques to estimate the characteristics of individuals and their willingness to...

Increasing and maintaining customer loyalty has been shown to enhance service firm profitability. This research focuses on the antecedents of customer loyalty in a large national North American banking organisation, in particular the relationship between employee loyalty and customer loyalty,...

We present an open systems model that describes the processes and systems whose cumulative effects shape the human side of service delivery. The human side of service delivery, we believe, has received less attention in the service science literature than the more technical side. The open...

The paper identifies relationships between cabin service directors and flight attendants and service climate, psychological contracts, work engagement, service performance and cue perception ability. We find that relational psychological contracts have a positive influence on work engagement;...

This study of airline managers and flight attendants uses survey information to look at relationships between service climate, professional commitment and job performance. It finds that service climate positively influences professional commitment, influences job performance while professional...

This study investigates the relationship of perceived ethical climate to individual commitment to quality, organizational commitment, and performance among business-to-business salespeople from two companies. The results indicate a firm's ethical climate has an effect on its sales force....

Previous research on marketing budget decisions has shown that profit improvement from better allocation across products or regions is much higher than from improving the overall budget. However, despite its high managerial relevance, contributions by marketing scholars are rare. In this paper,...

Managing through projects has become important for generating new knowledge to cope with technological and market discontinuities. This paper examines how the fit between the creation of technological and market knowledge and important project management characteristics, i.e. project autonomy...

Should you set up your own sales force or should you outsouce it? The standard analysis uses a cost basis to answer this question. It assumes that the direct sales force is largely a fixed cost and that the outsourced sales force is largely a cost that varies with sales. It then calculates the...

Purpose – Although salesperson motivation has been widely researched within the USA, the purpose of this paper is to examine similarities and differences in salesperson motivation in different countries and cultures. Design/methodology/approach – Hypotheses of differences in motivation...