...Frank Wiengarten; Muhammad Usman Ahmed; Annachiara Longoni; Mark Pagell; Brian Fynes Purpose The purpose of this paper is to empirically investigate the impact of complexity on the triple bottom line by applying information-processing theory. Specifically, the paper assesses the impact of internal...

... experience relational uncertainty in service dyads and how they resolve it through suitable organisational responses to increase the level of service quality. Design/methodology/approach The author applies the overall logic of organisational information-processing theory and presents empirical insights...