Purpose – This paper aims to explore, and attempts to explain, consumer perspectives on the purchasing of counterfeit brands. The economic crisis has become a global phenomenon, although in Europe it mostly affected the Mediterranean countries of Southern Europe. In times of economic stress,...

Purpose The purpose of this paper is to discuss the need to evaluate perception-based quality in service encounters. It sets out to diagnose potential mismatches in how customers and front-line employees perceive quality in high-involvement service settings, based on the premise that any...

Purpose – The main objective of this paper is to critically examine the effects of the ongoing reform process on the overall functioning of Serbia's banking system. It is essential that this reform process bears fruit by developing a sound, efficient and reliable banking system....

Purpose – The purpose of this paper is to promote successful application of quality function deployment (QFD) combined with quantitative techniques in service organizations. Design/methodology/approach – The paper assesses advantages and disadvantages of implementing the QFD method in...

Purpose – The purpose of this paper is to promote the integration of quality function deployment (QFD) with quantitative methods in an attempt to enhance its effectiveness and resolve issues like the failure of prioritizing customer requirements and determining proper importance levels....

Cover -- Contents -- Preface -- Acknowledgments -- About the Editors -- About the Contributors -- About the Book -- Introduction -- Chapter 1: Continuities in Market Sensing Theory -- Chapter 2: Rethinking Competitive Analysis from a Market Sensing Perspective -- Chapter 3: Market Sensing and...

Technology introduction -- Innovation as a business process -- Understanding innovation solutions -- Impact on firms -- Creating new products and services -- Capturing the benefits of innovation -- Capture learning from innovation -- Influence on consumers -- Open innovation and collaboration --...