There has been considerable emphasis on the strategic importance of process and product innovation in the management literature. What actually constitutes process and product innovation, however, is a confused issue in the current literature. Are product and process innovations separate, or are...

In assessing international marketing endeavours, it is essential to understand customer services as a function of the logistics structures of global organisations. Users form idiosyncratic perceptions of service, and these ultimately influence the survival of the organisation‐customer...