The role of intangible firm capabilities as a source of competitive advantage has come into prominence in marketing strategy literature, due to the Resource Based View. This paper applies the Resource Based View and hypothesizes that strategic flexibility and organisation learning,...

Despite the advent of e-retailing and other shopping alternatives in the retailing sector, the ‘one-stop’ regional shopping centre remains a popular retail format. ServQual and ServPerf have been used to measure the service quality of individual retail stores on five key dimensions, namely...