...Ahmad Beltagui; Marina Candi Purpose The purpose of this paper is to revisit prevailing notions of service quality by developing and testing a model of service quality for experience-centric services. Design/methodology/approach By problematizing the service quality literature, a model...

... that support and resources provided by cohesive networks are important in the early stages of new ventures. Eventually, constraints associated with reciprocal obligations make it difficult for those entrepreneurs to pursue new opportunities as they gain experience (Portes and Sensenbrenner, 1993). With regards...

...Stuart Chambers; Robert Johnston Evaluates the benefits and problems of applying the experience curve in two very different service organisations. The first case shows how an experience curve has been calculated at a macro (organisation) level for British Airways over a 20 year period, including...