High technology product sales are positively associated with performance of retailers and distributors in terms of customer service quality, growth in sales and increase in market share. This paper aims at analyzing the impact of retail sales strategies and performance of customer services on...

Business process reengineering (BPR) is a fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical contemporary measures of performance such as cost, quality, speed and services (Al-Mashari and Zairi, 1999). However, the importance of BPR as...

Companies everywhere are dissolving their boundaries with their suppliers, customers and even rivals. The discrete company is no longer the building block of the modern economy as it is being replaced by 'networks'. Development of supporting systems for network enterprise is difficult but...

This research details the development and validation of a perceived customer discrimination (PCD) scale that measures individual differences in customers' proneness to feeling treated differentially in the marketplace, especially during service interactions. Two studies identify the potential...

Eric Henson of The Economics Resource Group, Inc., and Luxman Nathan of the Federal Reserve Bank of Boston highlight a legal obstacle to providing increased banking services to Native American reservations. As "sovereign dependent" nations, native American reservations are not governed by the...

An argument that recent growth in the number of banking offices (head offices plus their branches) does not necessarily mean that banking services have increased.