This study is about helping managers identify and enhance the idiosyncratic firm resources required for delivering superior perceived use value to customers. Specifically, the research has focused on the organisational knowledge required for routinised service delivery, and has operationalised...

The growing literature on organisational change, organisational learning and the role ofthe top team prompted the question: what is the relationship between top teams andorganisational leaming? It seemed that role of the top team was important to attainsuccessful change and ultimately learning....