While there are many studies on the relationship between service quality and productivity/efficiency (prodeff), between service quality and image and between services and positioning, so far, no work in the literature has examined the triangular relationship between quality, prodeff and...

Companies operate in a highly competitive climate and offer a wide variety of new products and services to both individuals and business firms. Today, companies find themselves facing more aggressive competition, uncertain market conditions, and unlimited opportunities. Managers and marketers...

Purpose – A primary purpose of management and marketing strategy is to develop a competitive advantage. A competitive advantage provides customers with superior value compared with competitive offerings. Banking has traditionally operated in a relatively stable environment for decades. The...

This article predicts that strategic planners in organisations of the future need to consider the potential benefits of collaborating, co‐operating and co‐ordinating with others serving the same markets, rather than pursuing conventional “competition”. The author defines this new mindset...