The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping services, examines service recovery issues related to satisfaction. It was found that service recovery methods such as...

Purpose: The purpose of this paper is to test the null hypothesis that there is no significant association between perceived environmental uncertainty (PEU) and a three component conceptualisation of commitment. Design/methodology/approach: Data were collected from owner/managers of community...

While organizational behaviourists have largely adopted a three-component conceptualisation of attitudinal commitment, marketers continue exclusively to apply one- or two-component models. In this paper, the reliability and validity of one-, two- and three-component models of commitment are...

A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric testing of the SERVQUAL as a measure of service quality in ocean freight services. Based on a survey of a...

A growing recognition of the critical differences between industrial and consumer services requires additional research emphasis on marketing of services in business-to-business context. Presents an application of SERVQUAL as a measure of service quality in Ocean Freight Services. Based on a...

Currently, there are no psychometrically sound outcome measures by which to assess the impacts of research partnerships. This article describes the development of a 33-item, survey questionnaire measuring community members’ perceptions of the impact of research partnerships addressing health...

This paper seeks to engage the organization theory community in contemporarydebates over the role of the corporation in American society by building a stakeholdertheory of the firm. We develop a set of normative premises and positivist propositionsderived from these debates, from a combination...

This paper seeks to engage the organization theory community in contemporarydebates over the role of the cxxporation in American society by building a stakeholdertheory of the t%n. We develop a set of normative premises and positivist propositionsderived from these debates, from a combination of...