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To investigate the relationship between service practices, service performance, business performance and information technology (IT) sophistication.

A conceptual framework is developed, incorporating dimensions of services practice and service performance and structural equation modeling is used to test the model with data from 231 companies.

This paper extends the basic service practice‐service performance relationship by incorporating the interaction effects of IT sophistication in a contingency framework. Previous studies found mixed support for the direct effects of IT sophistication on service performance.

Using single informants leads to common methods bias.

Companies need to identify how IT contributes to service effectiveness from a customer perspective.

This study adds to the emerging literature of the relationship between services management and information technology.

This article reports the results of a survey of 151 Canadian male consumers. In this study, consumer judgements of products varying in their level of technological complexity made in both highly and newly industrialised countries (NICs) were obtained in a multi‐attribute and multi‐dimensional context. The results show that the country‐of‐origin image of NICs is less negative for technologically simpler products (i.e. television) than for technologically complex products (i.e. computers). In addition, NICs are perceived more negatively as countries of design than as countries of assembly, especially for technologically complex products, but their negative image may be attenuated by making consumers more familiar with products made in these countries and/or by providing them with other product‐related information such as brand name and warranty. Three personal variables namely, computer involvement, technological sophistication and technological innovativeness were found to moderate the perceptions of countries of origin. The more technologically sophisticated a consumer was, the more favourable he/she was towards products made in more technologically advanced NICs.

Software development activities have been identified as a ‘window of opportunity’ for latecomer companies. Based on a critical literature review, this paper argues that studies are yet to scrutinise the exact nature and extent of the capabilities, which the latecomer companies have been able to develop. The main proposition advanced by this research is that the analyses need to investigate the technological capabilities, which the latecomer companies have been able to accumulate. This study outlines the specifics in analysing technological capabilities in latecomer software companies and improves our understanding about the complexity in developing software industries in latecomer context.

An emerging stream of literature has observed that project-based organizations rely increasingly on a network of collaborations originating from the ongoing process of creating and dissolving relationships that bring new project opportunities. Project-based networks are widespread in knowledge-intensive and creative industries, such as life-science and biotechnology, nanotechnology, and software, film, and music industry. This chapter examines the structural characteristics of project-based network-ties in German biotech. We focus on the consequences of local versus international network ties for the innovative success of German biotechnology firms. The findings of our longitudinal event history analysis indicate that the most valuable learning drivers are international research alliances and centrality within the international research network. Surprisingly, we do not find any local effects: neither the density of a local research cluster, nor its diversity or age is of significance. Our results shed new light on the relevance of international linkages for firms that are engaged in project-based learning networks.

This paper seeks to examine the effectiveness of internal processes of service quality recovery for an international airline.

An action research methodology was adopted. The research involved: a review of available service quality literature; the identification of causes of failure/errors within the host company; the development of key lessons and management guidelines.

It is argued that, for service recovery to be effective, it must be external (to the customer) as well as internal (to the organisation). The need to incorporate employees and not overlook their significance, power and influence on the delivery of quality service is highlighted. Through comparison with another airline the findings re‐assert that service quality excellence can only be achieved through employee satisfaction, commitment and loyalty as a result of senior management commitment, focus and drive.

The methodology applied was appropriate, generating data to facilitate discussion and from which to draw specific conclusions. A perceived limitation is the single case approach; however, Remenyi argues that this can be enough to add to the body of knowledge. For further investigation, there is an ongoing opportunity for future research in the area of service quality, failure and recovery, as well as the service quality gaps within the airline.

Key lessons and management guidelines for improving service quality are presented.

The paper describes how an international airline has tangible service quality failure and recovery systems in place, but fails to capitalise on the data and information generated.

This paper aims to examine the extent of successes and challenges of adoption and implementation of Financial Action Task Force (FATF) codes in member states by highlighting the influence of the FATF anti-money laundering policy framework on money laundering (ML) and the way forward in heightening the fight against the fast-evolving nature of ML and terrorist financing activities.

This paper, based on a purely qualitative desktop study, is drawn on historical information from FATF’s recommendations, its periodic reports, publications and other secondary sources such as books, journal articles on financial systems and scholarly literature.

The challenges found include difficulty in domestic coordination, capacity constraints of countries, inadequate operational resources and assessment complexities in the implementation of FATF standards. Nonetheless, FATF has chalked some successes such as the harmonization of legislation and enforcement efforts through the provision of coordination points. Other successes include flexibility in response to new threats, adoption of the mutual evaluation process, which advanced peer pressure on defaulting members, enhancement of the international financial space and the enhancement of the legitimization of FATF’s processes.

This paper provides a description of the successes and challenges of the FATF’s 40 + 9 recommendations since its establishment. The outcome would alert countries and players within the international financial space to invest more in capacity building and the entrenchment of the recommendations into their domestic laws.

The purpose of this paper is to use nearly a century’s worth of gang research to inform us about modern terrorist groups, specifically the Islamic State of Iraq and Syria (ISIS).

A case study approach is employed, comparing and contrasting the competing theoretical frameworks of gangs and terrorist organisations to understand group structure, demographics, patterns of behaviour (e.g. territoriality, strategic, and instrumental violence), goals, and membership patterns of ISIS.

The qualitative differences of ISIS make them more comparable to street gangs than other terrorist groups.

ISIS, while being qualitatively different from other terrorist groups, actually has many similarities with street gangs allowing for the adaptation of effective gang prevention, intervention, and suppression strategies. This paper highlights how the expansive literature on street gangs is able to inform practical interventions to directly target ISIS and deradicalise potential recruits. By introducing a gang-terror nexus on the crime-terror continuum, this paper provides a useful perspective on the decentralised but dynamic nature of modern era insurgencies. This paper urges similar case studies of terrorist organisations to determine the extent to which they conform to street gang characteristics.

Terrorist groups are often compared to street gangs, yet it has not been until the last few years that gang researchers (Curry, 2011; Decker and Pyrooz, 2011, 2015a, b) have begun to compare and contrast these two deviant group archetypes. The goal of this paper is to use nearly a hundred years of gang research to better equip scholars and practitioners with a broader understanding of terrorism and insurgency in the era of globalisation by presenting a case study of ISIS using a street gang perspective.

It has been argued in the international business literature that companies begin their internationalization trajectories by entering countries that are geographically and psychically closest to the country in which their home market is located before entering more distant ones. This paper aims to verify whether this assertion is correct for Brazilian companies. If it is correct, the companies would be expected to begin their international expansion in countries within the Latin America region. Not only is this region closest in geographical distance, but also it is most similar to Brazil in many other important dimensions.

This paper is an exploratory and quantitative research undertaken with a sample of 109 national capital companies selected from the 1,000 largest Brazilian companies in 2001 net revenues.

Empirical findings indicate that countries in Latin America have been most frequently chosen by Brazilian companies for their first expansions into international markets. Nevertheless, some companies choose divergent trajectories, initially entering markets that are geographically and psychically more distant. Those companies enjoyed structural features of certain sectors (commodities or global sectors), in which the importance of psychic distance is smaller in the face of economic transactions.

An important limitation of this paper is the impossibility to test the hypotheses in specific countries or markets. The authors are forced to analyze the psychic distance effect among regions, with the risk of not accounting for important intra‐regional differences.

The data presented in this paper have clarified some patterns and trajectories of Brazilian companies in international markets.

The purpose of this paper is to examine the individual and joint effects of the two design dimensions, form design and functional design, and moderating role of product innovativeness and technological sophistication in consumer’s evaluation of new products. Employing theoretical underpinnings from categorization theory, this paper investigates two major research questions. First, what type of form is more advantageous for a radically new product or an incrementally new product? Second, is there an individual difference in consumer evaluations to innovative products with various form designs?

One pre-test and three between-subject experiments were performed. In Experiments 1 and 2, a two-way between-group ANOVA analysis was performed to examine the effect of form and the degree of technological innovation on attitude toward the product using different product categories (car and camera). In Experiment 3, a three-way between-group ANOVA analysis was performed to explore the impact of form, the degree of technological innovation and consumer technological sophistication on attitude toward the product.

The results from the three experiments conducted demonstrate that, first, whereas the form design for incremental innovations must be closer to the incumbent products for favorable evaluations, less typical form is evaluated as good as a more typical form for radical innovations. Second, form design of an innovative product matters more to the technologically more sophisticated consumers (experts).

This paper extends the previous design literature and fills the gap of under-researched area by demonstrating that individual difference, technological sophistication, moderates the design effect on consumer evaluation of innovation; providing boundary condition of when the atypical form is not penalized in spite of consumer’s perceived learning cost; examining how the form and function interplay in “high-status product”; and demonstrating how to strengthen the reliability and validity by replicating the study. Managerially, this paper demonstrates that innovating firms can influence the perceived value of new products using form and functionality, and marketing managers who launch really new products have strategic freedom of choosing own product design.

A report on the empirical findings of a research project examining the marketing practices, strategies and organisational characteristics of a sample of 23 banks and other companies in the UK retail financial services market. The better performing companies, which were identified by peer admiration, could be distinguished from the less successful companies by wealthier customers and greater skill at controlling the costs of supplying their services. The implications of these findings for banks and other financial companies are discussed.