Purpose – The purpose of this paper is to extend knowledge of differences between Western European and Chinese service organizations in typical manufacturing companies. Design/methodology/approach – The paper combines qualitative and quantitative research approaches. The qualitative study...

Purpose – This paper aims to find out whether superior autonomy at boundary spanning levels in service organizations results in better market orientation and performance and whether autonomy and decentralization, though conceptually different, have similar practical implications. Researchers...

Purpose – The purpose of this paper is to verify the consumer preference and choice behavior; also determine the speculative low loyalty behavior of consumers belonging to generation Y sub segment – adults (age 19‐28) and their perceptions regarding various brands....

Purpose – The purpose of this paper is to gain deeper understanding of whether a fit between the organizational characteristics and PMS design may enhance organizational performance. This study presents evidence on PMS attributes and use as intervening variables on the relationships between...

Being your own boss, becoming a partner in or part‐owner of a business, and achieving great wealth and prestige are the dreams of many youths. Professional service firms (PSFs) provide many opportunities – for leadership, authority, and autonomy; for equity participation; and for advising...

Purpose – The purpose of this paper is to identify how undergraduate engineering students differ in their perception about software services companies in India based on variables like gender, locations of the college and branches of engineering. Design/methodology/approach – Data obtained...

Reports on the results from a survey of the attitudes of managers employed in the service sector towards upward appraisal. Describes what constitutes upward appraisal. Discusses recent developments in the UK and in particular its application in the service sector. Examines the factor most...

Purpose – This paper attempts to demonstrate the power of six sigma, a disciplined approach to improving product, process or service quality, in the service industry. Design/methodology/approach – The paper presents the basic features that characterize six sigma followed by a simple...

Purpose – The purpose of this paper is to examine key emerging trends in sourcing of business services. Design/methodology/approach – The paper is primarily theoretical and observational. It is based on the author's review of major academic and managerial publications, extensive interactions...