Focus on the particular entry mode a firm uses to enter a new market, rather than the process of establishment dominates in extant literature. To fill this void, we apply an establishment process model developed from the network approach to illuminate the web of relationship forms embedded in the establishment process of two Scandinavian firms as they attempt to establish themselves in transition economies. In one case, the results show that Statoil’s process of establishment in Estonia was less time- and resource-consuming because the firm drew support from significant actors in their network of exchange relationships. In the second case, a lack of home and host country support for Scania in Croatia resulted in an arduous and costly process and less stable position in the market, with the firm’s position changing several times as different problems cropped up. In light of the findings from the two cases, theoretical and practical implications for managing the establishment process are discussed.

The extant literature stresses that having foreign market presence is imperative for most firms these days. However, how firms conceive of which foreign markets to enter, the entry mode to take and the resource commitments to make are not information or decision-making processes solely confined to a firm that internationalizes its activities. The purpose of this study is to provide deeper insights into (1) reasons for a firm to internationalize its business activities and (2) the extent to which an independent actor (s) actively collaborates with the internationalizing firm so as to jointly determine the choice of market, the mode of entry and the level of investment committed in the market to be entered and even after the entry (i.e. the on-going activities). Based on two multiple case studies, one major finding of the study shows that independent actors, with their interconnected networks, have played and are still playing a major role in influencing the internationalization processes of each of the two firms in this study.

Extant literature has, to date, focused almost entirely on the use of interpersonal buyer-seller interactions during the process of creating service outcomes. This paper aims to fill this void by contributing to extant knowledge on customer interactions with technology-based self-service delivery options. The extent to which technological interface that enables customers to produce a service independent of a direct service employee involvement is used by hotels of various categories in France is, thus highlighted in this paper. It is, however, assumed in this paper that there can be significant dissimilarities in the response time when using e-mails to communicate with customers. These dissimilarities are investigated on the basis of an e-mailing action that encompasses sending a typical room-booking request to French hotels. Exhaustive samples of 240 hotels spread out in 120 cities located in France constituted the target group. One-way ANOVA testing differences between means was used to assess the impact of the hotel category (independent variable) on response time (dependent variable) among hotels in France. Our findings found significant dissimilarity in responsiveness across hotels categories. The implication of the findings for management is basically the fact that responsiveness is most likely the first step in providing good quality technology-based buyer-seller interactions to create service outcomes using the Internet/e-mail. One of the major concepts in customer relationship management is speed at which firms respond to questions and problems during the service encounter.

Keywords: information and communication technology (ICT), Buyer-seller interactions, Internet/e-mail, technology-based self-service delivery options, responsiveness.

The aim of the study is to identify the resources required for the internationalization process for small and medium sized enterprises (SME) s in Sweden.

Aim: This study aims to explore the influence of innovation hubs (IHs) on innovation-based regional development.

Methodology: This study applied a qualitative approach using a multiple case study method to collect data through 10 semi-structured interviews. A detailed analysis of the data collected was conducted using the content analysis method.

Findings: The study shows that IHs can influence both economic and social development. An IH can attract knowledge and expertise as well as investors to the region through its activities and geographical location. The hubs support start-ups, entrepreneurs and smart specialization at the same time as they also enable sustainable development by creating social value. Regions can exchange resources through cross-collaboration via IHs.

Research Implications: This study has important theoretical managerial and societal implications. It adds comprehensive knowledge to the existing theory on IHs and regional development by highlighting the influence of IHs on regional development. The study shows both economic and social influence in detail and points out a previously undiscussed concept in the context of the correlation between IHs and regional development.

Purpose: The purpose of this paper is to analyze the benefits and drawbacks that strategically imposed liminality inflicts upon inter-organizational digitalization efforts within the different phases of its utilization. Design/methodology/approach: This study empirically examines digitalization in a large multinational manufacturing company, Sandvik Machining Solutions, using data that were collected through interviews and a qualitative research design. Findings: This study shows that a liminal space separated from the structures in which one is supposed to inflict changes increases the risk of developing an incompatible system that will be rejected in the incorporation phase. An inter-organizational perspective on liminality thus contributes to our understanding of the benefits and drawbacks that liminal space can pose for the organizations involved. Practical implications: The study suggests that, in the separation phase, driving change processes by creating liminal spaces could be a way to loosen up rigid resource structures and circumvent network over-embeddedness. Finding the right amount of freedom, ambiguity and community within the liminal space is, however, essential for the transition of information as well as the incorporation of the imposed changes. Originality/value: Introducing an inter-organizational perspective on liminality contributes to our understanding of the stress that liminal space can place on individuals as well as the individual organization. © 2019, Emerald Publishing Limited.

This study aims to identify the main factors that SMEs need to consider when positioning a premium priced product in the international market. In addition, this study aims to acquire in-depth knowledge regarding the market conditions in Germany. This study follows a qualitative research method, where a Swedish SME Damasteel acts as the case company of the research. In addition to the case company, four of their German distributors were interviewed using semi-structured interviews. The data were processed and presented by dividing the findings into six different categories. The empirical findings suggest that the German kitchen knife market is rather competitive, however, there is still potential for further growth and demand has been growing during the past few years. Personalisation of the products is considered one of the current trends. High quality of a product is often linked with high price, therefore, the main factors justifying premium price are the brand name, origin of the product, and customisation. This study contributes to the existing literature by adding new knowledge regarding product positioning and pricing strategies in the German market from the perspective of a Swedish SME. This study highlights the importance of premium price when positioning a high-quality product, therefore, it suggests that a premium product cannot be targeted to a mass audience. Practical recommendations offer insight to the case company Damasteel of the local market conditions in Germany, by providing an overview of the competition and customers in this segment. The focus of this study was on a niche market without offering any detailed information of the different factors influencing the market itself. Future research could supply an insight into how to better target the final customers of a specific market, and how to market a premium priced product for them. In addition, the pricing methods of the new product planned to be launched by the case company Damasteel and the impact on the current sales could be further investigated. 

The purpose of the study is to find out how clusters can assist small- and medium enterprises (SME) s to expand their business to the international market. A qualitative approach was used in this study where the primary data was collected from five cluster organizations in the region of Gävleborg in Sweden with ten semi structured interviews with key personals in the five cluster organizations. The analysis was done with the help of concepts identified in the literature as well as new themes that was found in the empirical investigation.  The findings in this study have shown that the clusters can provide support to the SMEs to overcome obstacles related to capital, learning, innovation, networking, sales and strategy. The clusters can also help the SMEs in terms of sustainability. The weakest link is to help the SMEs to gain social capital where the clusters abilities are low. Each cluster has their niche competence so a collaboration within the clusters is required to help the SMEs in their international journey. The study extends the knowledge around the support system known as clustering as the study shows that only one cluster may not be able to help the SMEs in all the given areas required for their internationalization but a collaboration between clusters can help the SMEs to overcome most of the barriers towards internationalization. Future studies can focus on longitudinal research in this area to be able to follow the journey of the SMEs between the clusters but also to be able to capture and compare if the SMEs and cluster are experiencing the same pros and cons of the support system. We also suggest replicating this study in another region of Sweden to see if the results can be generalized or if it is a very local context regarding the help the SMEs can receive for internationalization. 

This work responds to calls for more studies on customer satisfaction drivers associated with Industrial Vending Solutions (a unique form of vendor-managed inventory) implementation. It identifies key drivers of customer satisfaction and positive service quality perception as well as trust and commitment indicators for business-to-business industrial vending systems by asking: How is the customers perceived service quality impacted by the suppliers execution of the IVS dimensions and what customer satisfaction drivers can be derived? Through an explanatory approach, qualitative data on multiple cases was gathered. 14 in-depth semi-structured interviews were held with customers. We draw upon the consumer satisfaction paradigm to analyse post-usage satisfaction with application service providers services. Solution characteristics of industrial vending systems impact service quality perception through compliance with customer requirements. Customer satisfaction drivers were identified for the investigated industrial vending system, the most important being efficiency, user-friendliness and timeliness. Further, the presence of trust in customer-supplier relationships positively impacts trust and commitment intentions. A conceptual framework builds on knowledge on customer satisfaction which managers can incorporate into the value promise design, product development and marketing strategies.

This research examines the combination of social media and customer relationship management with the help of customer relationship performance and social customer relationship management capabilities in order to explore as if social media can be utilized as a constructive CRM instrument in business-to-business settings. Additionally, the research will disclose the positive or negative impact of the social media on customer relationship performance. During the research process, we interviewed digital marketing managers from four different small and medium sized organizations. The findings of our research shows that because of the companies’s less effective customer relationship management capabilities, the companies were not able to achieve customer relationship performance by utilizing social media. Additionally, we found that not only social media is the most effective instrument for CRM. We also found that there is no specific social media used by every company i.e. the efficiencies of social media platforms varies from company to company.

The diffusion of digital technologies has enabled a notable transformation in firms’ boundaries, processes, structures, roles, and interactions. This digital revolution affects a company as a whole, thereby redefining its strategies, entrepreneurial processes, and governance mechanisms or structures. The aim of this study is to understand how digitalization affects small and medium-sized enterprises’ (SMEs’) marketing strategy. The study uses a qualitative approach with semi-structured interviews. The findings demonstrate that digital marketing tools demand few resources and have a positive effect on competitive advantage. The study contributes to our knowledge on how small enterprises develop strategy, showing that they focus on customer preferences. It also shows the benefits of SME digital marketing where digitalizing an enterprise’s marketing activities helps to reduce costs and increase dynamic capabilities to maintain competitive advantage.

The aim of this study is to understand what factors influence companies to customise products international customers and markets. A qualitative case study with semi-structured interviews was conducted at one multinational corporation to gain insights into its product customisation strategy. The findings demonstrate how internationalisation can impact product customisation and identify four factors in the customisation process: culture, internationalisation, knowledge transfer, and product strategy. Tailored marketing strategies that influenced the international product customisation strategy (IPCS) were used. This study augmented on our understanding of how product customisation impacts internationalisation and vice versa, revealing the importance of knowledge transfer in IPCS and its growing impact due to digitalisation. It also shows how both B2B marketing and a tailored marketing strategy are overarching themes in international product customisation, making it one of few studies to recognise the relevance of omnichannel strategy in the B2B market segment.

Purpose

The purpose of this paper is to analyze friction and controversies with interaction processes and their effects on forming new resource interfaces, through the lens of boundary objects.

Design/methodology/approach

The empirical setting consists of two organizations that are trying to enhance their competitive advantage through digitalization. During the process of data collection four different boundary objects were identified. The study illustrates how these boundary objects were characterized in terms of their modularity, standardization, abstractness and tangibility. This paper provides an analysis of how respondents perceived that the development of these boundary objects affected the creation of novel resource interfaces, and the resulting friction and controversy between new and old structures.

Findings

The study concludes that within a producer?user setting a focal boundary object will take on tangible and standardized properties, and the interaction process will expose friction in terms of both power struggles and resource incompatibilities. On the other hand, a boundary object?s modularity gives the actors central to the interaction room to maneuver and avoid resource incompatibilities and the development setting will hence be characterized by controversies.

Originality/value

The analysis indicates that the way individuals perceive boundary objects is central to interaction processes, answering calls for studies that investigate the role of objects within subject-to-object interaction.

This study focus on analyzing interaction processes and their effects on activity coordination through the lens of boundary objects. The empirical setting is organizations that are trying to enhance their competitive advantage by technological innovation and the use of big data.This study also contributes by addressing the cognitive dimensions of interactions by analyzing how activity links are being viewed by the involved actors based on their perceptions of the boundary objects.

The aim of this study is twofold: first, to investigate bank selection criteria among undergraduate students in the Uni- versity of Ghana, and second, to relate this study with previous findings on the same phenomenon. Extant studies have adopted mainly quantitative approach. In order to bridge this gap and contribute to existing knowledge, qualitatively inspired research design was adopted, thus facilitating in-depth understanding of the determinants of bank selection. Findings show that convenience, bank staff-customer relations and banking services/financial benefits are the first three most important determining factors. Furthermore, happiness, joyfulness, cheerfulness and delight are feelings derived after a banking service; whiles sadness, anger and deceit are avoided. Studies on the bank selection criteria employed by undergraduates are scanty in West Africa, and this study makes a contribution in that direction. Future studies will con- tinue from this one

The rate of failure for international mergers and acquisitions (M&As) is exceptionally high, since the integration of merging firms does not function well. Using a process perspective, this study aims to analyze the integration process in a cross-border merger and the development of a common organizational culture. A framework based on premerger cultural and organizational fit, synergy, and resulting organizational culture is developed to study the growth of Nordea, a merger of four Nordic banks. Data include in-depth interviews and secondary sources. This case study shows how cultural and managerial differences are dealt with and synergies realized. Building a broad organizational culture involving human resource management, decision making, technology, competitiveness, and customer relationships is necessary for merger integration, but it is costly and difficult. We suggest that success in mergers lies in managers creating a new cultural identity with unique values and perspectives.

Researchers have found that even international mergers are popular, they usually fail for its complexity. Recently few studies have tried with process perspective to penetrate into merger integration without much success. We argue that focus on pre-and post-merger stages is good but not enough to provide a total picture of the process. By using a longitudinal approach this study analyzes the establishment, development and consolidation of a cross-border merger between banks from four countries. Based on theories on strategic motives and culture, a theoretical framework has been developed showing how merger process can lead to better competitiveness and performance. Data has been collected through semi-structured interviews with officials from the merging firms, and secondary materials during 1997-2015. The merger is described in four stages. The first stage deals with the initiation and establishment of the merger. Critical period and cultural clashes are covered in the next stage. The third stage concentrates on the development of synergy. The final stage reflects on how the process has consolidated and what result it has so far achieved.

Researchers have found that even international merger and acquisition (M&A) are popular, they usually fail for its complexity. A large number of studies looked on the failure from financial, non-financial, managerial and HRM perspectives, but reasons for the failure is not yet understood. Recently few studies have tried with process perspective to penetrate into merger integration without much success. We argue that focus on pre- and post-merger stages is good but not enough to provide a total picture of the process. This study uses a longitudinal approach to analyze the establishment, development and consolidation of a cross-border merger between banks from four Nordic countries. Based on theories on strategic motives and culture, a theoretical framework has been developed showing how merger can lead to better competitiveness and performance. By using a qualitative method, data has been collected through semi-structured interviews with officials from the merging firms, and secondary materials and documents during the period of 1997-2015. The merger process is described in four stages. The first stage deals with the initiation and establishment of the merger. Critical period and cultural clashes are covered in the next stage. The third stage concentrates on the development of synergy and other measures. The final stage reflects on how the process has consolidated and what result it has so far achieved.

Despite the growing popularity of medical tourism (MT) in emerging markets (EMs), little is known about how healthcare providers operationalize. This paper analyzes how healthcare providers meet different challenges to market MT in an EM setting. A qualitative method was used for data collection and conducting case studies on healthcare services in the Philippines. The results show that trust and network building are necessary for mitigating the unfavorable characteristics, instability and lack of legitimacy caused by institutional constraints in EM. Word of mouth is found to be important to attract new customers and disseminate information about MT services

This study examined whether the relationship between service recovery and customer loyalty was statistically significant, and to examine the influence of firm responses on customer loyalty. Descriptive cross-sectional survey and stratified random sampling were used to produce a sample of 384 phone subscribers. Pilot study established reliability and validity of the questionnaire and testing for parametric assumptions performed. Descriptive statistics and inferential statistics (factor analysis, correlations, and regression tests) were used to analyze the data. Results indicated that these relationships were all positive and statistically significant. Moreover, combined impact of service recovery, firm responses, and service quality on customer loyalty was the strongest. Based on the findings, policymakers, and managers of mobile phone companies in Uganda should focus more on service quality, which showed the highest beta values and had a relatively high predictive value for customer loyalty. This study contributes to extant literature by illuminating firms’ responses to service recovery, by offering more explicit clarification of the relationship between service recovery, firm responses and customer loyalty. Mobile phone companies should improve how customer complaints are handled by considering the various dimensions of firm responses. Because of the study’s cross-sectional design, there remains a need to expand our knowledge by conducting similar but longitudinal studies.

The purpose of this paper was to study the relationship between marketing mix strategies, marketing culture and sales performance of Ugandan manufacturing firms. The study used a cross-sectional and quantitative design. Data was collected at a particular point in time. We employed firm-level data collected by means of a questionnaire survey sent to a sample of 118 of a total population of 178 manufacturing firms. The primary data was collected, coded; correlations and regression analysis were done using SPSS Version 21. Findings revealed a significant positive relationship between marketing mix strategies and sales performance, marketing mix strategies and marketing culture, and marketing culture and sales performance; marketing culture explains more of the variation in sales performance. The use of cross-sectional and quantitative methodology limits the researcher’s ability to make causal inferences and to examine behavioural change over time. Nevertheless, the insight gained from the conceptual framework and ideas posited are useful for developing a future research agenda. There is need for manufacturing firms to promote and recognize marketing culture and marketing mix strategies among CEOs and sales representatives.

Purpose: This paper aims to contribute to a growing body of service recovery knowledge by examining the relationship between service recovery, consumer satisfaction and loyalty in a commercial banking environment.

Design/methodology/approach: A conceptual framework encompassing the concepts of service recovery, communication, customer satisfaction and customer loyalty in the commercial bank setting is developed. A questionnaire is designed to focus on issues related to efforts made to investigate causes of service failure and to develop recovery strategies that meet customer expectations of how their banks should handle such problems.

Findings: Results show that communication had a significant relationship with service recovery and that higher levels of redress independently increase positive consumer responses. The findings also show that the interaction of employee responsiveness and courtesy can also have a positive impact on consumer evaluations. Satisfaction was highest and negative word-of-mouth intentions lowest only under conditions of high responsiveness and courtesy.

Research limitations/implications: Service recovery is process-oriented, and does not assess whether the reported problem that led to the actual complaint has actually been resolved. This aspect of the study opens a number of directions for future research with the goal of increasing the still limited understanding of Service Recovery issues in commercial banks. To achieve an indepth view, a more comprehensive qualitative study that pursues the same research questions may be appropriate.

Practical implications & Originality: An implication is that, when managing complaints related to customer dissatisfaction, the approaches undertaken by service quality leaders should aim to provide just resolutions/fairness in service recovery. This study also provides insight into a company’s customer relationship management practices. However, in order to encourage customers to complain directly, a company needs to enhance the perception of a possible outcome if complained to. A conceptual framework is developed and used to investigate the relationship between service recovery, consumer satisfaction and loyalty

The technology workforce is plagued by a diversity issue caused by women leaving the field at an alarming rate. This global phenomenon afflicts developing nations in particular, since women are believed to make up only 30% of the technology workforce. However, there is little empirical data from developing nations on the phenomenon since most studies on the topic have been conducted in industrialized countries. This paper therefore explores the relationship between socio-cognitive mechanisms (self-efficacy, outcome expectation, perceived social support, academia-family role conflict) and career choice satisfaction, which is posited to be one of the key influencers in an individual’s decision to continue along a particular career path. A questionnaire was used to collect data from students pursuing technology courses, such as in bachelor programmes in informatics and telecommunications, at a private university in Kenya. The findings reveal that self-efficacy, outcome expectations and perceived social support positively influence career choice satisfaction, especially among female students, whereas academic-family role conflict negatively influences career choice satisfaction of female students only. This means that government, higher education institutions and employers need to be attentive to socio-cognitive mechanisms that influence women and use this information to reduce the exodus of women from careers in technology.

Previous studies show that although financial technologies (Fintech) bridge the financial inclusion gap, its rate of adoption is low. This study aims to develop understand of factors that influence consumers’ intentions to adopt financial technologies (Fintech) for savings, loans, and investment by testing a model that integrates the unified theory of acceptance and usage of technology (UTAUT) and task-technology fit (TTF) model. Data was collected from a cross-section of 324 respondents online. Structural equation modelling via smart PLS 3.0 was used to test the hypothesised relationship. The result showed that the TTF and UTAUT integrative model is robust and adequately explained Fintech adoption. Performance expectancy and social influence significantly affected behavioural intentions, and effort expectancy significantly predicts performance expectancy. Interestingly, TTF predicts use behaviour but not significant on adoption intention. Finally, task characteristics strongly predict effort expectancy and performance expectancy. Focusing on user perceptions of the technology and neglecting the effect of the task technology fit, as commonly done in extant literature, may be not enough. Thus, this study fills this gap and integrates both UTAUT and TTF to facilitate understanding of illuminate factors that influence consumers’ intentions to adopt financial technologies in an emerging country context.

This study investigates the determinants of customers’ brand choice and continuance intentions with mobile service providers in the context of Mobile Data Service (MDS). This study also captures the impact of past experience on behavioral outcomes. Data was collected from 304 customers of mobile data service firms and analyzed using regression analyses. Results indicate that mobile service quality, pricing structure and promotion, but not brand image affects brand choice whereas continuance intentions is affected by the mobile service quality, brand image and price. Customers’ past experience relates significantly and negatively with brand choice but not continuance intention. The contribution and implication of the study is discussed.

Despite the increased confidence in e-commerce, consumers remain skeptical when shopping online and therefore rely on electronic word-of-mouth generated by other consumers to aid their brand or store choice. Because eWOM can have detrimental or beneficial effects on brands and is beyond the control of firms, measuring the extent to which consumers use this information source to inform their decisions is a major challenge facing scholars and practitioners. This study examines the influence of eWOM on customers’ behavioral intentions and tests the role of brand familiarity. Five hypotheses are developed and tested based on the accessibility-diagnosticity theory and the elaboration likelihood model. A sample of 432 participants was recruited from a university in Southeastern Nigeria to participate in a 2×32×3 between-subject factorial experiment. The results show that the positive or negative sentiments conveyed in eWOM messages and the familiarity of a brand affect customers’ behavioral intentions independently, and that the volume of eWOM messages interacts with brand familiarity to impact these behavioral intentions such that unfamiliar brands benefit more from high volume than familiar retailers do. The implication is that firms can overcome the problem of familiarity and performance risk by motivating and displaying as many eWOM communications as possible in their social media and advertisements.

The prevalence of mobile data services has intensified competition and structured the market for mobile telecommunication services, resulting in decreased revenue particularly from voices services and high churn rate. Mobile service providers therefore seek ways to increase revenue by attracting and retaining mobile data users. This study investigates the determinants of customers’ brand choice and continuance intentions with mobile service providers in the context of mobile data service. This study also captures the impact of past experience on behavioural outcomes. Data were collected from 304 customers of mobile data service firms and analysed using regression analyses. Results indicate that mobile service quality, pricing structure and promotion, but not brand image, affect brand choice, whereas continuance intentions are affected by the mobile service quality, brand image and price. Customers’ past experience relates significantly and negatively to brand choice but not continuance intention. The contribution and implication of the study are discussed.

This paper investigates factors that influence customers’ intentions to “port” mobile numbers in the Nigerian mobile telecommunications market. The study specifically investigates the effects of service quality, customer satisfaction, switching barriers and multiple SIMs on customers’ intentions to port their numbers to a new provider. A sample of 363, a cross-section of mobile phone subscribers in Anambra State, Nigeria, was surveyed and their responses analysed using simple percentages and descriptive statistics. Regression analyses were used to test the hypotheses, and the results confirm the effects of service quality, customer satisfaction, switching costs and attractiveness of the alternatives on porting intention. The effect of multiple SIM cards was, however, not confirmed. Demographic effects were also found, with age and occupation influencing subscribers’ intentions to port. Implications of the study include that regulatory efforts should be geared towards increasing consumer education on mobile number portability (MNP) and licensing of universal SIM cards to allow porting between operators with short codes. Efforts should also be made to improve service quality and increase brand attractiveness. The paper discusses the contributions and implications for theory, society/policy and managers.

The management literature in recent years has been paying attention to the concept of corporate social responsibility. This could be attributed to stakeholder concerns of ethical practices of companies globally. This study focuses on how an indigenous Ghanaian bank reports its CSR activities online. A conceptual framework was adopted from the extant literature and was used as the basis of content analysis of CAL Bank’s online CSR reportage. “Elite interviews” were conducted with senior management of the bank to ascertain whether or not there was an over or under reportage of the bank’s online CSR activities. This study adopted a qualitative research approach drawing on information from CAL Bank’s website and conducting “elite interviews” with senior managers of the bank. It was noted there was under reportage of the bank’s online CSR activities as their CSR online reportage focuses mainly on external disclosures. It also came to light that the bank’s CSR reportage is fragmented and is not integrated into a marketing communication plan. These findings demonstrate the challenges the bank faces in coordinating and integrating its marketing communication plan.

The purpose of this study is to investigate bank selection criteria among students at the Institute of Professional Studies, Ghana. Extant literature has employed mainly quantitative approach. In order to contribute to existing knowledge, qualitative research design was adopted using the Analytical Hierarchy Process which demands that the decision problem is structured into a three level hierarchy, thus ensuring in-depth appreciation of the factors determining bank selection. The findings indicate that undergraduates in IPS place high emphasis on the convenience, customer service, and speed dimensions of bank services. Studies focusing on undergraduates’ bank selection in developing countries context are limited. This study will make important contribution in helping bridge the gap but more importantly provide information on the importance of the selection criteria.

In the contemporary business milieu and “era of customer”, delivering quality service is a sine qua non in ongoing strategy of most business firms and constitutes integral ingredient for success and survival in present day´s competitive environment. This study investigates the role that service quality plays in the Ghanaian banking sector and its impact on service delivery. A sample of 400 customers encompasses four major indigenous and foreign banks. SERVQUAL dimensions of service quality were used to structure the questionnaire. William L. Boyd, Myron Leonard, and Charles White’s Standard Instrument for weighting of rating of service quality attributes was the sampling procedure adopted. Data collected was analyzed using one sample T- test of the mean weighted differences between perception and expectation of customers. This, in an attempt to determine whether there is a significant gap between expectation and perception at 5% level of significance. Empirical findings from this study show that gaps exist between customers’ expectations and perceptions of service delivery in all the banks even though the banks performed better on the tangibility dimension. Despite this observation, the banks retained their customers. This study, therefore, concludes that where a gap exists between customer expectation and perception of service delivery, service quality is perceived as low and customer dissatisfaction results. However, dissatisfied customers did not necessarily defect. The study therefore confirms the theory that service quality is a necessary but not a sufficient condition for maintaining strong relationship with customers.

Service quality in the delivery of banking services is considered as giving firms’ a competitive edge and increasingly it is becoming a critical success factor. This research investigates the role that service quality plays in the Ghanaian banking sector and its impact on service delivery. A sample of 400 customers was taken from a combination of four leading indigenous and foreign banks and questionnaires administered to them based on the SERVQUAL dimensions. Using the William L. Boyd, Myron Leonard, and Charles White’s Standard Instrument for weighting of rating of service quality, results indicated that gaps exist between customers’ expectations and perceptions of service delivery in all the banks even though the banks performed better on the tangibility dimension. Despite this observation, the banks retained their customers. The study concluded that service quality is necessary but not a sufficient condition to maintain customers.

Little attention has been devoted in extant literature to inter-firm dynamics that entails both cooperation and competition- also known as coopetition. This article contributes to extant knowledge by highlighting the complementarity-based nature of coopetition strategy and its impact on collective strategies for value generation among actors in three network settings. The empirical data collection draws on three cases encompassing three empirical contexts. The results show that managerial leadership and development of trust are the key success factors. Furthermore, this hybrid level of inter-organizational relationship encompassing both competition and cooperation- coopetition- fosters collective intelligence through information and knowledge sharing. This article concludes that coopetition strategy enhances the internal resources and market shares of competing actors. Thus, coopetitive relationships offer the advantage of a combination of the need to innovate in new areas as a result of competition while accessing new resources as a consequence of cooperation. From a managerial perspective, the findings demonstrate the multifaceted nature of coopetition. Additional work on the impact of the concept of coopetition strategy on business practice is needed to add to this valuable endeavour. © 2010 Macmillan Publishers Ltd.

Internationalisation process is commonly envisaged as a product of a series of incremental decision, experiential learning and risk aversion. This paper posits the notion that even though the sequential approach in the process model is intuitively appealing, not all firms follow such path. Thus this paper aims to fill this gap by explaining how the international market entry process has changed in relation to the sequential approach. Consequently, an integrative framework depicting the main drivers of non-sequential internationalisation process is presented. Empirical data was gathered through the use of in-depth interviews. Some of the findings are that the sequential model is by no means reflective of, or appropriate for all firms approaches to international business; the usefulness to be gained from using an international relationship approach to study the international activity of a firm; and the interplay between the identified driving forces behind non-sequential internationalisation process.

Key words: Sequential, non-sequential, internationalisation process, born globals, Uppsala model, technology, relationships, networks.

Purpose: Is non-sequential internationalization process solely technology enabled or a product of mutually interdependent forces? This paper aims to show that even though the sequential approach in the process model is intuitively appealing, not all firms follow such a path. Hence, integrated framework to explain how the international market entry process has changed with respect to the sequential approach is presented. Design/methodology/approach: The data banks of the Swedish Trade Council and the Chambers of Commerce are used to identify small and medium-sized enterprises (SMEs) with between 50 and 250 employees (in compliance with European Union's definition of SMEs). Data are collected through the use of questionnaires and in-depth interviews from 60 Swedish SMEs operating in other countries and foreign SMEs operating in Sweden that tends not to develop in incremental stages with respect to the international. Findings: Some of the findings are: that the sequential model is by no means reflective of, or appropriate for all firms' approaches to international business; the usefulness gained by using an international network approach to study the international activity of a firm; and the interplay between the identified driving forces behind a non-sequential internationalization process. Research limitations/implications: Even though market entry patterns of firms investigated demonstrate a non-sequential internationalization process, they are still within the general theoretical framework where the basic assumption of the sequential internationalization model can maintain its validity. Firms are indeed exposed to irrecoverable transaction costs that hamper their behaviours and complicate export supply responses in international markets. However, the magnitude of the costs and speed of internationalization is dependent on the ability of the firms to take advantage of the enablers of non-sequential internationalization pattern. This is particularly important for firms to and from developing countries and emerging markets and their propensities to succeed in their internationalization endeavours. Originality/value: Knowledge acquired from the empirical study of firms that tend not to develop in incremental stages with respect to their international activities, and therefore start international activities by entering very distant markets and multiple countries right from birth without prior experience, is used to develop an integrated framework which aptly depicts that non-sequential internationalization process is not solely enabled by technology, as commonly envisaged in literature, but a product of mutually interdependent forces. Consequently, this study provides a holistic view on the driving forces behind the rapid internationalization process encountered by many SMEs today.

Vattenfall’s vision is to be a leading European power company. Five strategic ambitions, which will serve as guidelines for decision-making and activity, have been formulated for the years 2006 – 2012. From Vattenfall’s five strategic directions, the area to ‘be number one for the customer’ is chosen for this project. The objective of this study, therefore, is to examine how the strategy formulated at the Corporate Group level of the company, interplays and aligns with requirements and targets set at the Business Group level and its implementation into concrete actions at the Business Unit level.

A case study approach was deemed a more appropriate methodological approach. Qualitative data drawn together from both primary and secondary sources of information was used to build the case study. Secondary data sources encompassed access to and analysis of company internal documents and literature review. Primary data sources were collected through communication in the form of open-ended in-depth interviews.

The research question is how aligned the process of strategy formulation and strategy making from the corporate level to the business unit level in the Vattenfall Group. The question was posed from the perspective of the levels of strategy. The study adopted Pettigrew’s conceptual model representing three formulation and implementation dimensions at which top managers are required to operate: the content, process and context of strategy. The process of strategy formulation and implementation in the Vattenfall Group is strictly influenced and controlled by top management with regards to the time schedule and approved content stipulated in group directive. The processes are continuously evaluated with checkpoints planned in for coordination and alignments. The strategy planning process guarantees alignment of the approved strategy at the different levels of strategy.

This study shows that the strategy process is complex involving different functions in the value chain. Bottom-up views are covered but the strategies that are finally formulated, resourced and implemented are those that are approved by top management. The managerial implications include reconciling and balancing inherent strategic tensions, adapting offers to attract customers as well as encouraging continuous learning and creating strategic learning processes.

This paper aims to contribute to extant literature on how to integrate IT to support the successful implementation of a CRM solution. Relevant writings are reviewed to address the question of: What are the key factors that influence the integration of IT to enhance business efficiency, focusing on CRM and its implementation? A longitudinal case study was conducted. Findings include: the importance of managerial commitment and a corporate vision that incorporates a relationship orientation; wider actor involvement from the project’s inception; and managers who themselves are convinced of the value of customer-centric strategy and communicate their commitment to their subordinates and develop positive attitude towards change in order to properly manage the change process. Among other conclusions, the paper finds that there is currently too much reliance on a technological perspective of CRM. The paper recommends that the business problem first be defined, business processes be defined for the solution, and that technology then be used as an enabler.

This study focuses on the interface between strategic marketing management and information technology. It aims to identify suitable means of information technology to be used to enhance business efficiency with a focus on customer relationship management. The Internet and other technological developments are enabling marketers to reach customers in more interactive ways and to form much closer relationships with them. Customers are also discovering more of a voice, and realising that the information they provide so freely in questionnaires, coupons and so on is actually of immense value to present day company.

These and other developments are leading to a new marketing manifesto for marketing, advertising and branding. At the same time, it is next to impossible today to open a business publication without seeing an article about customer relationship management (CRM). But while many have been quick to describe customer relationship management potential and offer advice about how to make it work, findings from a pilot study conducted in conjunction with this study show that, only a handful of companies have succeeded in doing so. Moreover, majority of customer relationship management projects do not meet their return on investment objectives.

This study arrives at a number of conclusions. First, customer relationship management (CRM) initiatives not only failed to deliver profitable growth, but also had damaged long-lasting relationships. Second, CRM is a strategic business and process issue, not only a technology solution as most often conceived. Third, the theoretical and methodological limitations inherent in current literature on CRM is attributed not only to their questionable empirical base and normative bent, but also, attempts so far made to define CRM have been varied and many neatly reflecting the diverse academic and socio-political backgrounds of CRM scholars. Thus, a lack of consensus and conflict over the “basic” meaning of CRM. Fourth, a theoretical model upon which future empirical analysis should be based when conceptualising CRM should consists of a business strategy, a business philosophy and a database application, thereby forming a tripod. Moreover, a systematic analysis of both the supply and demand side of the company should be envisaged. Otherwise, the current marketing theory which guides the movement of CRM, the so-called one to one marketing philosophy, which is more profit-centric than customer-centric that it claims to be will, continue to prevail.

Keywords: Customer relationship management process, customer-centrism philosophy, business philosophy, actual and strategic values, strategic marketing management, strategy theory, service management system

This study aims to explore the concept of customer complaint behaviour with a view to establishing relationship between handling customer complaints, customer satisfaction and loyalty. Quantitative and qualitative approaches were employed to investigate customer complaint behaviour among retailers in four supermarkets in Kampala, Uganda. Findings show that there is a need for customer complaints to be handled by competent and service-minded staff. Issues such as lack of courtesy and professionalism characterize the retail sector in Uganda. Concluded that complaints should be handled quickly, and feedback on complaint handling process should be encouraged by management in order to use the feedback as starting point for improving future complaint management. A major managerial implication is that organizations should pay attention to failure attribution, and that providing detailed explanation may be an effective organizational response that will have an impact on behavioural aspects of brand loyalty.

Avhandlingens övergripande syfte kan sägas vara att finna vägar och medel att effektivisera distributionen av livsmedelsprodukter i ett marknadssystem. Avhandlingen utnyttjas empiriska observationer i form av minifall som återspeglar olika

kritiska händelser avseende distributions och inköp av livsmedel. Detta används för en brett anlagd teoretisk analys med normativa slutsatser.

A synthesis of extant knowledge on customer-centric strategy shows that attempts to define customer relationship management (CRM) in terms of what they perceive as its key conceptualisations have been inconsistent. The literature reflects remarkably little efforts to develop a framework for understanding the implementation of a customer-centric strategy. This study attempts to provide insights on a model that may facilitate implementation of a sustainable customer-centric strategy in the future. This was motivated by the unprecedented high rate of failure inherent in CRM initiatives in the past. Methodological triangulation approach facilitated the use of multiple data collection methods from 30 companies operating in both consumer and industrial markets. An in depth longitudinal study was also conducted. The empirical findings show that CRM is a strategic and process issue, not merely a technology solution, as most often conceived. Relationship is defined and interpreted differently by the participants in the exchange process. Moreover, the importance of an effective communication in strategy implementation process is underestimated by the companies investigated.

What characterises the culture of a market-oriented firm applying customer-intimacy philosophy? A conceptual framework, inspired by the resource-based perspective, is used as a descriptive and analytical device rather than as a prescriptive model to highlight the business culture of a company that has achieved competitive advantage in the Swedish market. Findings include: outcome of the firm's strategy is attributed to the prevailing culture in the organisation; the firm's commitment to continuous improvement and the behaviour of people in the organisation toward their customers and each other are vital sources for firms to attain sustainable competitive advantage. Concludes that moving from sales to customer-intimacy philosophy requires appreciation of current and changing needs of customers that continuously finetune the strategy's compatibility with corresponding values in the firm's business culture. Implications are that in a complete customer-intimacy philosophy, all business processes and individuals are focused on identifying and meeting the needs of customer.

The new forms of competition and the structural modifications of exchange processes, partly due to the emerging economy of virtual network are forcing firms to give top priority to customer relationship management (CRM). The impetus for the development of this new paradigm has come from the globalisation of business, information technology (IT) advances, shorter product life cycles and the evolving recognition of the relationship between customer retention and profitability. Attempts to define CRM in terms of what they perceive as its key conceptualisations have been varied and inconsistent. Moreover, the literature reflects remarkably little efforts to develop a framework for understanding the implementation of a customer-centric strategy. The consequence of the lack of consensus has resulted to the strategy been operationalised wrongly in practice thereby inhibiting the probability of implementing a sustainable customer-centric strategy.

The empirical findings show that many CRM initiatives have ended in failure in terms of technically not delivering the anticipated business benefits partly because, the role of technology in the strategy implementation process is interpreted differently by the actors in both the demand and supply sides of the value chain. A model for implementing a customer-centric strategy is empirically tested in this study. The model takes into consideration not only the hardware (technical aspects), as commonly done in practice, but also the software (the human and cognitive elements) requirements for a sustainable customer-centric startegy.

Extensive attention has been given to the role of entrepreneurship in facilitating global economic development, with research indicating that much employment growth originates from the “entrepreneurial sector” of the economy. Paradoxically enough, in discussions of economic development, industrial dualism is often ignored. This paper fills this gap by acknowledging the Informal Sector, sometimes regarded as an unorganised “nuisance” sector, as an oxymoron. We show that the importance of informal activities is highly correlated with a nation’s level of economic development and the quality of its institutions. Furthermore, the informal sector emphasises small-scale, unskilled-labour intensive, self-financed activities and under capitalisation. In the light of this, we introduce a framework for understanding the role of the informal sector in the process of economic development. The framework developed also aims to accentuate the continuum, interplay and interconnectedness between the informal and the formal sectors and the role entrusted on some change agents such as  international NGOs, small community based or local NGOs as well as government authorities in this process. The conclusions and implications drawn for theory development and public policy recognise the role of industrial dualism in economic progress.

Keywords: Informal Sector, Formal Sector, Economic development, Dualism, Oxymoron.