The present article analyses two opposing self-concepts of entrepreneurs in the book publishing industry based on the well-known culture/commerce divide that operates in cultural industries. It analyses the effects of the self-concepts on entrepreneurial orientation, intrinsic motivation, job...

Objective - The purpose of this study is to examine and explain the effect of bank service quality and the handling of customer complaints on customer loyalty in public sector banks in Jakarta. This bank has been the subject of several complaints to the Indonesian Consumers Foundation and the...