This paper examines the sources of competitive advantage from a cross-functional perspective and presents a dynamic, general model of the tangible and intangible factors that lead to superior firm performance. We argue that superior performance results from the development of a complex,...

Strategic management research and practice suggest that consistent decision making across functional lines of a business can improve profitability. Using a survey database of 123 manufacturing firms, three unique strategies are identified in this study which reflect emphasis on different...

Outsourcing is the strategic use of outside resources to perform activities that are usually handled by internal staff and resources. By using a well-managed outsourcing agreement, companies can gain in markets that would otherwise be uneconomical. This study was designed to explore why...

Recently many manufacturers have emphasized the enhancement of customer service through increased manufacturing flexibility. Sophisticated models exist for the justification of modern automation technologies which could have an impact on manufacturing flexibility, but practitioners are more...

Bad service experiences potentially leading to long-standing grudges can be quite costly for an organization. In many cases, corporate actions and policies cause grudges as consumers grow more and more frustrated about their interactions with large, impersonal companies. The primary objectives...

A procedure to assess organizational effectiveness is proposed in this paper. An OE ÒmenuÓ of options is set out by which organizational performance can be measured. By using such a menu, managersÕ decision making, planning, and communicating with internal and external constituencies can be...

Many information systems functions have made the transition from primarily providing their customer with information products to also providing their customers with information services. This change has implications for the way Management Information Systems (MIS) should be organized to best...