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Traditional bank selection criteria considered important by many bankers may be less important factors in the oriental culture. A mail questionnaire survey in Singapore with a sample of 87 subjects reveals that social factors are a stronger influence than other variables, probably due to the fact that social and other family ties are closer in oriental culture, and that consumers are more vulnerable to advice from friends, neighbours and family members. Friendly service is important when social factors are not taken into account. Location is not a dominant factor since Singapore is a small city and most banks are conveniently located. From these results bank marketers can develop advertising that stresses the family or friend concept.

To determine which factors account for customer satisfaction with a service and their loyalty to a given service provider, in the particular, context of “backpacking” in Australia, a significant element of the country's hospitality and tourism economy.

A series of hypotheses was developed from the services marketing literature and built into a 52 item questionnaire administered to 281 backpackers staying at the three youth hostels in Australia, who thus responded whilst actually experiencing the service encounter rather than in recalling it later. The European Customer Satisfaction Index (ECSI) was used to measure the strength and direction of the determinants of customer satisfaction, and the impact that the antecedents of satisfaction had on loyalty to the generic provider.

The results of confirmatory factor analysis of the questionnaire responses suggest that brand image is a predictor of satisfaction with a hostel, while perceived value indicates a degree of loyalty towards the “brand”.

The ECSI model's generic measuring criteria limit its generalisability. Further, research could usefully investigate other variables applicable to both hostels and conventional hotels to be included in a measurement model of satisfaction and loyalty for the whole hospitality industry.

Backpacker hostels are an example of experienced‐based service encounters with few clear comparative advantages. The marketing of the generic brand must therefore foster a brand image congruent with the experience actually delivered and the potential customers' expectations of it, thereby reducing decision risk.

The unusual context and particular methodology cast fresh light on an important challenge for marketing planners in the service industries.

This paper aims to critique a facilitated knowledge management (KM) process that utilises filtered big data and, specifically, the process effectiveness in overcoming barriers to small and medium-sized enterprises’ (SMEs’) use of big data, the processes enablement of SME engagement with and use of big data and the process effect on SME competitiveness within an agri-food sector.

From 300 participant firms, SME owner-managers representing seven longitudinal case studies were contacted by the facilitator at least once-monthly over six months.

Results indicate that explicit and tacit knowledge can be enhanced when SMEs have access to a facilitated programme that analyses, packages and explains big data consumer analytics captured by a large pillar firm in a food network. Additionally, big data and knowledge are mutually exclusive unless effective KM processes are implemented. Several barriers to knowledge acquisition and application stem from SME resource limitations, strategic orientation and asymmetrical power relationships within a network.

By using Dunnhumby data, this study captured the impact of only one form of big data, consumer analytics. However, this is a significant data set for SME agri-food businesses. Additionally, although the SMEs were based in only one UK region, Northern Ireland, there is wide scope for future research across multiple UK regions with the same Dunnhumby data set.

The study demonstrates the potential relevance of big data to SMEs’ activities and developments, explicitly identifying that realising this potential requires the data to be filtered and presented as market-relevant information that engages SMEs, recognises relationship dynamics and supports learning through feedback and two-way dialogue. This is the first study that empirically analyses filtered big data and SME competitiveness. The examination of relationship dynamics also overcomes existing literature limitations where SMEs’ constraints are seen as the prime factor restricting knowledge transfer.

This paper seeks to inquire into the theoretical assumptions that underpin much accounting‐strategy research and to develop an alternative way to approach such study.

Two theoretical lenses are discussed and contrasted. These are the ostensive and performative lenses.

Hitherto, most accounting‐strategy research has drawn on an ostensive lens, whilst only a few approach research from a performative perspective. Whilst the ostensive approach is beneficial and reduces the complexity and messiness of research sites, it also assumes that stability, orderliness and predictability characterise social life (e.g. strategy is “ready made” and remains constant during implementation). Furthermore, in this approach, accounting assumes a subordinate role and its main aim is to ensure “correct” implementation of predefined intents. This limits accounting to being an output of strategy, as opposed to, for example, an input and transformer. Greater diversity of definitions and new investigative approaches are needed. To this end, and as a key contribution, the paper develops an alternative approach drawing on Latour's performative theory. This proposes that strategy and accounting are somewhat fragile, even unstable, objects, which change depending on the hands through which they travel and the network within which they are located. Furthermore, accounting is not merely designed to follow or implement predefined intents. It is also a catalyst of expansion, transformation, even surprise.

The paper does not offer primary data.

The paper offers to scholars the possibility of studying accounting‐strategy as “relations” rather than “objects”, illustrates how this may be done, and proposes research questions to this end. It identifies a space of inquiry that needs further attention and that can provide new insights into the accounting‐strategy relationship.

Opportunity recognition (OR) is a key factor in the entrepreneurial process. The purpose of the paper is to elaborate on whether OR, such as related to internationalization strategies, by/in family businesses differs from OR by other companies or individuals, and if yes, to what extent.

Taking a conceptual perspective, the authors combine OR and family business knowledge to develop propositions on how family entrepreneurs recognize opportunities.

The authors develop three propositions about OR in entrepreneurial families. Specifically, they suggest that storytelling strengthens OR in family businesses and helps to hold on to tacit opportunities. They also address their special human capital resources. These advantages together with their long-term orientation lead to the proposition that family businesses are more likely to recognize opportunities than non-family businesses.

These findings contribute to an increased understanding of the role of OR in family business research and offer an operational base for future quantitative and qualitative studies.

The insights in this paper are valuable for practitioners and policymakers as well. Practitioners will get feedback on their own family business management by reflecting on the findings reported and will be able to put the theses into a wider context. Politicians wishing to support family businesses need to understand the specifics of this entrepreneurial process to create good conditions for their development and sustainability.

This conceptual paper marries the two parallel “streams” of theory and practice of entrepreneurship and family business.

The main purpose of this paper is to test the effects of a classical intercultural simulation on participants' ability to modify their behavior in response to collectivistic and individualistic contexts. Moreover, the paper aims to examine moderating effects based on experiential learning and social identity theory.

The learning effects are evaluated through two separate quasi-experimental studies with 152 master students in business economics at a Danish university and 190 bachelor students in international business at a German university.

The analysis shows that intercultural simulations with artificial cultures significantly improve participants' ability to modify their behavior depending on cultural context. Participants who identify with an artificial culture that differs radically from their own take greater advantage of the simulation. The overall duration of international experience moderates participants' learning with a U-shaped effect. Culture-specific experience strengthens the positive effect of the simulation. The comparison of the two conducted studies indicates that previous cognitive teaching enhances learning.

The findings demonstrate the effectiveness of intercultural simulations that guide participants through all phases of the experiential learning cycle. Moreover, they underline the importance of assessing participants' cultural backgrounds before the assignment of training groups.

Prior research on intercultural simulations is often based on qualitative methods and mostly limited to affective outcomes, such as motivation and enjoyment of intercultural interactions. By contrast, this paper quantitatively tests to what extent intercultural simulations improve participants' ability to modify behavior depending on culture.

Drawing on the resource-based view of the firm, this article explores the influences of market intelligence on the development of small business marketing capabilities, with reference to specialized marketing capabilities, architectural marketing capabilities and dynamic capabilities.

The conceptual framework and propositions present and interpret the resource–capability complementarity between market intelligence and small business marketing capabilities and outline the relationship between individual capability sets.

Market intelligence is shown to be crucial in the development of small business marketing capabilities and in the implementation of more formalized marketing strategies that allow small businesses to create value for customers and improve their performance. However, the level to which market intelligence is utilized and marketing capabilities are developed is found to be considerably influenced by the small business owner-manager and firm learning.

It is imperative that small businesses acknowledge the practical benefits of market intelligence and harness these advantages accordingly. However, owner-managers must be motivated to encourage the development of more formalized marketing capabilities and act incisively upon the information derived from market intelligence.

Recent research indicates that market intelligence and marketing capabilities can interact to enable a firm to align its resources with the market, by providing customer insights that guide them as to which value-adding activities they should implement. However, extant research in this area remains in its infancy, and very little is known about the adoption processes of market intelligence in small businesses and its role in developing marketing capabilities.

The purpose of this paper is to develop an understanding of how conflicts, caused by the specifics of family businesses – the familiness – impact change in family businesses.

The analysis is based on 21 semi-structured in-depth interviews of German family business members. The authors followed the grounded theory approach.

This study gives evidence for family business-specific conflicts and family business-specific change and outlines how conflict impacts change. Findings show that a family system works like a recursive catalytic converter in family businesses.

This paper offers researchers a broader understanding and a comprehensive view of change in the family business. Although still limited by its exploratory approach, its insights can be valuable for researchers, practitioners and policy makers. The findings offer an operational base for future quantitative studies.

Using the new system theories approach the authors develop an understanding of how conflicts impact change in family businesses. The study explains how conflicts are managed in family business practice.

This paper looks at “dance” or “rave”, a phenomenon usually associated with youth culture. It suggests that there is a hidden consumer who falls into the 30‐40 age group. The paper examines the emergence of dance/rave, and the process of commodification of a sub‐cultural movement. It suggests that youth‐related activities are migrating up the age scale and draws on the results of a phenomenological study to support this. The findings suggest that the experience is closely related to cognitive age and the dimensions of “felt” age, “look” age, “do” age, and “interest” age.