Service quality, and the service-oriented practices that create that quality, have been shown to yield competitive advantage to firms in developed and mature markets. The role that service-driven practices play in transitional economies, however, has not been tested. In this study, the SERVOR...

Firms with a strong service orientation – that is, those whose organizational policies, practices, and procedures support service excellence – often have a competitive edge in mature Western markets. In transitional economies, however – such as within the newly opened markets of Central...

Under Josip Tito’s leadership, Yugoslavia broke away from Stalinistic central planning in 1948 and developed an economy‐wide system of worker self‐management. Its ideological focus was on leadership development and continuous learning among all employees, replacing owners and state...

Purpose – The paper sets out to observe the absorption of strategic management practice in a leading Central and East European (CEE) economy, and to provide insight into institutional differences influencing the content of mission statements. Design/methodology/approach – The content of...