Purpose – To demonstrate the linkage between Porter's cluster theory and supply chain management, and provide evidence of their potential joint positive impact on competitiveness and firm performance. Design/methodology/approach – The paper examines the linkage between cluster theory and...

Purpose – The purpose of this paper is to show how to identify red flags in letters responding to customer complaints and demonstrate elements of effective response letters. Design/methodology/approach – Using actual form letter responses, the paper shows how to identify weaknesses in form...

Purpose – While there have been numerous studies on the antecedents and consequences of service quality, there has been little investigation of the moderators of service quality. The purpose of this study is to demonstrate the effects of two moderators: service convenience and the social...