This paper discusses the role of managerial mental models (cognitive structures) in the framework of the firms strategic marketing development. The conceptualisation is based on theories of cognition, learning and strategy development. The empirical part focuses on the exploration of mental...

Although consumers value respect and expect to be respected by providing firms (Daskou et al., 2004) it appears that some industries (i.e., telecommunications as per Vittore (2001) fail to apply respect for the customer. In an effort to address the utility of recognising, appreciating and...