Publications

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

Faculty & Research

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

Faculty & Research

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

Faculty & Research

Brain Circulation – When Academic Research Supports Global Business

For as long as the academic world seeks to instruct the business world via the fruits of its research activity, it is essential that the DNA of the former evolves in a similar direction to the latter...

Publications