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...