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...

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...