Technological developments such as the massive development of the Internet have led to a growing share of the distribution chains, in particular in trade, at least partly to lapse. Das Management von Kundenkontakten stellt Unternehmen vor neue Herausforderungen, da der multioptionale Konsument...

Existing research on drivers of customer loyalty such as satisfaction and switching barriers often does not account for possible nonlinear interaction effects (e.g., Jones et al. 2000). General and generalized linear models (e.g., linear regression, logistic regression, or structural equation...

With accession to the EU, internationalisation is increasingly relevant to the three Baltic states, thus, this paper explores the triggers, processes, and trajectories of internationalisation behaviour, and the relevance and explanatory power of extant theory. Case study evidence has pointed to...

This paper explores the key factors stimulating initial export activity among Nigerian firms against the backdrop of previous findings from studies undertaken in more advanced economies. Based on a sample of seventy-eight SMEs and a factor analysis procedure, it finds support for the view that...

A traditional industry confronting market change is examined here, for the wine industry is important to the economy of Cyprus. Cyprus had to reinvent itself as a wine producer after receiving a double blow: losing its main product, sherry, as a result of nomenclature protection by the European...

Purpose - The purpose of this paper is to explore the antecedents and consequences of the implementation of different customer feedback mechanisms with regard to their contribution to organisational learning that leads to service improvement. Design/methodology/approach - A critical case...

This paper focuses on the work that market actors undertake in order to stabilize and de-stabilize market objects. We briefly revisit Igor Ansoff's classic product–market strategy matrix to show how marketing management literature typically equates stability in markets with commodification and...

Following Richardson (1972), capabilities comprise tacit, personal, subjective and context-specific knowledge that may be shared in practice only with difficulty across small, task oriented groups within firms or other types of organisation, and are expressed in the form of activities. The...

This conceptual paper notes the re-casting of marketing from a focus on products and transactions to a focus on services and relationships – strongly implying that people are prime. In so doing, it notes that the recruitment, training, development, retention, rewarding and management of people...

The aim of this thesis is to provide a new insight into the “cause-effect” chain that “traditional” research on international promotional standardisation has neglected. An industrial theory will be used as a conceptual base to formulate the research framework. This will identify key...