... involvement Case studies Customer services quality Quality improvement Scandinavia For many years innovation has been seen primarily as an internal organisational activity. Lately innovation has been taking place in networks with customers and business partners (Cheesbrough, 2003 , 2006...

... satisfaction Customer services quality Business‐to‐business marketing An executive summary for managers and executive readers can be found at the end of this article. The fundamental proposition in customer satisfaction and service quality research is that high customer satisfaction (CS...

... at the end of this article. Man‐machine systems Customer services quality Product reliability Service delivery Multinational companies Customer requirements © Emerald Group Publishing Limited 2004 Other industrial customers prefer not to develop in‐house maintenance organizations...