.... Findings Notable relationships among strategic types and their success measure are identified. Prospectors, for example, attach greater importance to growth performance measures, consistent with the growth orientation of their service development programs. Defenders, on the other hand, attach more...

...”, and suggests a new model to guide further studies. © Emerald Group Publishing Limited 2004 Job satisfaction Customer services quality Employees Performance measures The paper is presented in three main parts. It begins with a brief overview of the conceptual and empirical basis...