Purpose Previous research suggests that negotiation style and conflict management strategies are influenced heavily by cultural factors. In the case of the Chinese, findings have largely produced stereotypical views about their behavior, but the authors argue that this position is becoming...

Purpose – The purpose of this article is to present a biographical sketch of Lee C. Nehrt, who, in 1962, became the first person to obtain a PhD in International Business. Design/methodology/approach – This study is mainly based on an in‐depth interview of Lee Nehrt followed up by several...

Purpose – The purpose of this paper is to explore post-Bolian reflexive theatre-based learning (TBL) theory and practice, in conjunction with meta-language and learning from experiences to address the gaps and silos between top-level macro strategy planning and operational micro-management...

Trust plays a significant role in business peoples’ choices of negotiating tactics. This study compares the use of generally accepted negotiating tactics with dubious ones. Findings from a sample of Mexican business people indicate that the type of negotiation (intra‐cultural vs...

Purpose – This paper aims to describe the experiences of Australian general insurer AAMI, the first private company to offer a customer charter and draw a comparison between service guarantees and customer charters. The paper also proposes a decision-support framework for the design,...

Purpose – The purpose of this paper is to review, critique and develop a research agenda for the Elaboration Likelihood Model (ELM). The model was introduced by Petty and Cacioppo over three decades ago and has been modified, revised and extended. Given modern communication contexts, it is...

Purpose – This paper seeks to test the effects of intrinsic and extrinsic aspirations on luxury brand preference. The objective is to help luxury marketers better understand and anticipate the psychological needs of their customers. Design/methodology/approach – Based on a thorough review of...

Purpose – The purpose of this paper is to explore companies' experiences in designing and implementing service guarantees. Design/methodology/approach – The methodology relied on 22 in‐depth personal interviews across a sample of ten Australian service firms. Findings – The effectiveness...