This paper proposes and tests a model of antecedents and consequences of group potency in self-managing teams in retail banking. Based on data collected from boundary-spanning service employees organized in 60 teams and their customers, our findings reveal a significant positive impact of group...

The Internet offers firms a new way to market their products and services and to interact with their end-consumers. While many firms have developed websites, very little is known about the trade-offs consumers are willing to make when making online purchases. With millions of websites competing...

The pivotal role of services in international business is now receiving widespread recognition. Furthermore, the global marketplace is being increasingly characterised by the speed and ease with which such services cross national boundaries. This exploratory study of Australian and Dutch service...

Consumer ethnocentrism is a relatively new and unknown concept in marketing theory and practice. This concept, which has its roots in sociology, leads to a nationalistic evaluation of foreign products and services. In view of the growing internationalisation of services, consumer ethnocentrism...