Purpose: The purpose of this study is to examine the mediating role customer orientation plays in the relationship between service employees’ personality and their perceived experiences of customer incivility. Design/methodology/approach: Service workers from a variety of industries were...

Purpose: The purpose of this paper is twofold: first, the use of power in a business network context is investigated, in relation to companies’ environmental reporting and practice choices. Second, the environmental reporting-practice portrayal gap is examined, focussing on...

Purpose: The purpose of this study is to understand the development of social capital in an Arab business environment, and provide an in-depth description of the nature and role of three key Arabic business relationship characteristics (ehsan,et-mooneandwasta), their impact on each other and...

Purpose: This paper aims to investigate business network activity patterns and how they change when actors experience tensions. Design/methodology/approach: Four tensions, developed from previous literature, are considered in relation to how they influence activity patterns. A longitudinal case...

The path to commercialisation is fraught for all innovating businesses. This is as true for businesses developing the much research high-tech innovation as it is the less frequently studied low-technology innovation. In this case study we explore the pathway to commercialisation of a low-tech,...