Banks are known to have stable and long lasting relations with their customers, which is why development of customer relations is a crucial strategic issue in banking. However, a basic problem in banking is that the customer base is heterogeneous, ranging from homogenous segments of customers...

Learning how to manage technology on foreign markets has become crucial for the competitive advantage of service firms. Not much has been written about how service firm learn to manage technology during internationalisation. This explorative study draws on verbatim accounts of critical incidents...

This study examines key issues and effects of capability management on a fast-growing area of knowledge-intensive global business services -- IT outsourcing and offshoring. An exploratory study is undertaken of Indian companies providing complex process-oriented offshore IT services to their...

Bringing together concepts from previous research in linguistics, social psychology and service quality, this paper explores new grounds in the pursuit of an approach for studying quality in face-to-face communication in service encounters. Audio and video recordings are used to study...

This paper introduces the concept of a new entrepreneurial role in services that we call the frantrepreneur. This is based on two case studies of the internationalization of two US franchisors, one in temporary services (Sweden) and the other in computer training (Australia). The frantrepreneur...

This book explores new frameworks and methods of understanding and analysing innovation. These are set against a backdrop of ‘innovation with care’, which is seen as a phenomenon that takes place among many actors with different perspectives, ideas and cultures that must be...

Destination branding has developed considerably as a topic area in the last decade with numerous conceptualizations focusing on different aspects of the brand. However, a unified view has not yet emerged. This paper examines destination branding via a new conceptualization, destination brand...