Faculty & Research

Imbalanced supplier-customer relations and how to avoid them

The old adage "the customer is always right" may apply in a retail shop but in the more complex world of business it is neither a universal truth nor even a desirable one...

Publications

R&D Coopetition between rival firms

When competitors join forces to share ideas and create value that they will ultimately compete for on the market, you would think this would be a recipe for disaster...

Publications

The Utilitarian Service Industry – putting the customer first, not on hold

Waiting on the end of a telephone line accompanied by the appropriate muzak is as frustrating for customers as it is risky for the service provider hoping to gain their satisfaction...

Publications

All Bets Are Off! – Analysing the markets in a time of crisis

To buy or to sell, that is the question... Well yes and no, as such decisions are inevitably impacted by the overall state of the economic markets and for this an outside expert opinion is required before proceeding...

Publications