... that the effects of NSD success factors are contingent on congruence with national culture. Culture Service innovation Customer integration Employee behaviour Business performance New service development Research on NSD has grown considerably during the last decades, as indicated by the recent...

... of service orientation in corporate culture, the positive association between the service orientation of corporate culture and business performance, and the moderating effects of the type of organizational structure on interactions among service‐orientation elements in corporate culture. Research...

... between asset specificity and operation performance and hotel or business performance, moderated by the form of governance (make or buy). Moreover, the relationship between asset specificity and outsourcing in the hotel sector is also examined. The different hotel processes are classified according...

... IT/IS strategy (Venkatraman, 1991 ; Baets, 1992), and the implications of IS and e‐business for knowledge management and organisational learning (see Swan et al., 1999). © MCB UP Limited 2003 Customer service management Procurement Business performance Business support services...

... profitability. This research raises questions about the robustness of a central premise of the service profit chain, which is that strong business performance is the result of a mirror‐effect between employee and customer satisfaction. The paper considers the implications for management and calls...