Purpose The purpose of this paper is to explore the relationship between service quality and firms’ global competitiveness in the service industry. A set of moderating effects is formulated to further reveal how the relationship varies under different situations. Design/methodology/approach...

Defines five interlinked markets that help to deliver customer value: supplier markets; recruitment markets; internal markets; referral markets; and influence markets. Uses a six markets framework of relationship marketing employing a Figure to aid in explanation. Confirms that current thinking...

This book is very useful for it is not just 'descriptive' in its nature, but 'prescriptive', too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into...

Construction has been an industry characterised by disputes, fierce competitiveness and fragmentation - all major obstacles to development. Now, however, a relationship-based approach to project procurement, through partnering and alliancing, aims to bring about a fundamental change. This book...

It is difficult to start this new year for thejournal without a reference to thehorrendous events of 11 September 2001which have touched all of us. Our sympathiesgo out to all those killed, suffering and indeedredundant as a result of such monstrous actsthat it makes any claim for us to...

Cover -- Copyright -- TABLE OF CONTENTS -- ABOUT THE AUTHOR -- FOREWORD -- PREFACE -- INTRODUCTION -- CHAPTER 1 YOU DON'T HAVE TO BE A GURU - JUST LIVE LIKE ONE -- YOUR INHERENT QUALITIES -- IS THE CLIENT NUMBER ONE? -- YOU (PTY) LTD -- BRIDGING THE GAP BETWEEN THE CLIENT AND THE BUSINESS --...

Using a combination of theoretical discussion and real-world case studies, this book analyses the use of robotics, artificial intelligence and services automation (RAISA) within the travel, tourism and hospitality industries. Divided into two sections, the book first concentrates on the...