This paper avoids the linear route to establishing where the biggest impact on customer service lies and instead examines the influences on the quality of the customer experience from all angles in an organization. From the culture and policies of the organization itself, to the front-line...

Purpose – This paper aims to contribute to understanding of strategy development by reporting a detailed case study of one pharmaceutical company over an 11-year period using a framework for classifying strategic actions developed from a broader study of strategic behaviour in the...

Purpose – This paper aims to present an innovative methodological framework developed out of primary research that will lead to new understanding about patterns in the strategic actions realised by firms within an industry. The framework is to be applied to increase understanding of how...