...Patrik Gottfridsson Purpose The aim of this study is to achieve a better understanding of how small business develops personalised business‐to‐business services. Design/methodology/approach In‐depth interviews are conducted with representatives of 11 small Swedish companies in the service...

...Heiko Gebauer; Marco Paiola; Bo Edvardsson Purpose The purpose of this paper is to focus on how small‐ and medium‐sized enterprises (SMEs) from the capital goods manufacturing sector develop the service business. Assuming the service business development depends on contingency factors, the paper...

... have been in revolt since 1999 over high prices, countless restrictions that they feel are not justified by the current level of service provided to them, and, most recently, security delays and cancelled flights. © Emerald Group Publishing Limited 2006 Airlines Business development...

... manuals. In addition, flowcharting diagrams were used to make the procedures easier to assimilate. Business development Employment Training and Enterprise Councils United Kingdom © MCB UP Limited 1997 However, despite the theory, in practice there can be frequent departures from...

... for it, and disappointed if it doesn’t turn up. There has to be something new. © MCB UP Limited 1995 Business development Customer satisfaction Quality Few commentators would deny that customer satisfaction is important. But why is it so, and where has this relatively recent addition to our commercial...