Purpose – Although numerous articles emphasize the importance of the servicescape (the physical facilities of a service company), the effect of the servicescape on quality perception has been inadequately captured by previous empirical research. The purpose of this paper is to examine the...

Purpose – The main objective of this paper is to consider how firms set about strategising in marketing and the nature of their implementation effort. Prior research has not considered the alternative means of implementation that firms display in practice. Design/methodology/approach – A...

Purpose – This paper aims to test the differences in the consumer complaint behaviour of Asian and non‐Asian hotel guests in terms of culture dimensions. It also aims to examine the relationship between demographic factors (age, gender and education level) and complaint behaviour....

Purpose – Customer satisfaction and image are important factors for service companies because of their impact on loyalty. Although much research has looked at the relationship of both of these factors individually, little is known about them when they are considered together. Furthermore,...

This descriptive study of 184 small firms identified strategies most frequently used by their managers. These strategies were identified using the Entrepreneurial Strategy Matrix, a situational model in which the identification of levels of innovation and risk lead to prescriptions of...

This paper presents the findings of a knowledge audit conducted to determine the knowledge requirements of a large service‐based enterprise in South Africa. The objective of the knowledge audit was to identify and describe the current and future knowledge requirements of the enterprise. The...

"This Handbook examines the impacts of AI on the innovation of services, service processes and business models. It presents state-of-the-art conceptual and empirical evidence concerning uses and applications of AI in different service sectors and from varying perspectives. Experts from across...

This eighth issue of the International Productivity Monitor produced by the Centre for the Study of Living Standards contains eight articles. Topics covered are: a progress report on endogenous growth theory; recent productivity developments in Canada and the United States; monetary policy in...