Purpose – The purpose of this paper is to report on nine in‐depth case histories of manufacturing firms introducing significant new service innovations. Manufacturing firms are under increasing pressure to diversify into lines of business that offer unique contributions to long term...

Purpose – Customers often think that innovations, such as self-service technologies (SSTs), are introduced by service providers to cut costs rather than extend customer service levels. The purpose of this paper is to investigate how customers use such attributions to adjust their perceptions...

Purpose – The purpose of this paper is to explore different modes of service innovation by examining business model innovation alongside two traditional modes: product innovation and process innovation. Design/methodology/approach – The authors first empirically test a typology using...

Relationship marketing is widely regarded as effective in developing competitive advantage. But views on exactly what activities constitute relationship marketing may differ in various cultural settings. In‐depth interviews with account managers in commercial banks in Hong Kong yielded a list...

This paper has four purposes. First, it points out and explains why the Market‐type culture, is not the culture type most conducive to business performance. This Market‐type culture reflects mainly a Transactional approach to the market rather than a longer term Relational approach to...

Guanxi has been a popular research topic but commentators do not have consensus on its ethical and positioning aspects. Attempts to tackle these two aspects and the problem of guanxi and favor according to a survey in a Sino‐Hong Kong business negotiation environment. Respondents perceived...

Purpose – The purpose of this paper is to demonstrate how technological innovation serves as an enabling factor to innovation in tourism management. The motivation of this paper is related to the question of how to innovate destination marketing as a tool to manage long‐term customer...

Purpose How in essence a firm’s service innovation affects its performance is always an intriguing and important issue to business researchers and practitioners. However little is known about the moderating effects of a firm’s approach to innovation and capability of marketing orientation...

Purpose – This paper aims to study front-line employees’ contribution to service innovation, when they contribute and how they are involved in service innovation. Design/methodology/approach – The paper draws on a multiple-case study on service innovation in four organizations with...

Purpose – The aim of this work is to provide an initial picture of how some design agencies are contributing toward a paradigm shift and how they are developing in the future to better inform design policies and interdisciplinary work. There is a general agreement that the current government...