Getting the best performance from any company′s resources, especially people, can present a problem. Making sure that each employee is productive so that the company is productive is a key task of all managers and practising specialists. An alternative approach to improving performance,...

This research is drawn from a survey of 385 private limited companies in the UK that fall within the 1999 EU size thresholds for a small company. Examines the use of financial information in small companies, as financial management is critical to their success and survival. The purpose of the...

Concern has been expressed, over the years, about the financial management strategies adopted by small firms, but very little is known about these practices. Business performance measures are an important element of these financial management strategies. The paper discusses the findings from...

The unidirectional measurement and evaluation of the service quality in a specific service encounter is not enough to understand the existing service quality between two actors in a dyadic service encounter. Furthermore, a bi‐directional approach may not always be sufficient to understand the...

Information technology (IT) and, in particular, the Internet is dramatically impacting on the services sector. This paper specifically investigates the relative impact of several forms of Internet use on perceived performance for two groups of service organisations – retail service firms and...

Intense competition in higher education in many different countries mandates the need for assessments of customer‐perceived service quality for differentiation purposes. An instrument developed specifically from a business education setting was employed utilizing an importance/performance...

Repertory grid is a technique that is emerging from the psychological arena entering the business world. As a technique it is particularly useful in putting some “shape” to vague or abstract ideas and it can help to “quantify the unquantifiable”. In the training field repertory grid may...