Provides an overview of UK public and private sector organisations’ use of performance information relating to service quality. While they have made some headway in improving the range of performance information they have available, and in their use of such information, significant problems...

A lack of understanding exists regarding how technology and market knowledge can be incorporated effectively within an organisation's approaches to Innovation and New Product and Service Development (I&NP&SD). We present a previously developed theoretical framework for representing both...

Changes have been made to systems of publicly funded business advice to implement a 'strategic sounding board' role for business advisers. Previous literature has shown how this role could be modelled in a 'coupole'. The 'coupole' administers a programme but does not deliver it. The shifting of...