This case describes a strategic marketing dilemma facing Tayo Aderinokun, the cofounder and managing director (CEO) of the highly successful Guaranty Trust Bank (GTBank) of Nigeria. In its initial 15 years, GTBank has grown dramatically to become the most respected corporate bank in Nigeria,...

Purpose - The objectives of this paper are, first to identify, from the literature, the key themes in the management of strategic relationships, second to apply those themes to understand how exemplary organisations establish and develop strategic relationships and third to determine the role of...

This paper explores theoretical and practical aspects (i.e. resources allocated, activities undertaken, actors/decisions involved) of corporate ‘parenting’ in the development of international service networks. A review of the relevant corporate strategy, supply-chain, networks and services...

This essay fills a significant gap in the literature on the internationalization of services, by focusing on the process of knowledge flows between parent firms and their foreign subsidiaries, and its associated impact on organizational learning and competency development. We utilize and extend...

Purpose - The aim of this paper is to explore an important but relatively uncharted territory: the actual functioning of performance measurement systems (PMS) in their organisational context. The objective of the paper is to document the ways in which managers go about aligning operational...

Purpose ? The objectives of this paper are, first to identify, from the literature, the key themes in the management of strategic relationships, second to apply those themes to understand how exemplary organisations establish and develop strategic relationships and third to determine the role of...

Purpose - This exploratory paper investigates internal service from a service management perspective. The objectives were to identify the main internal barriers that are preventing improvements to external service within business-to-business (B2B) organisations, to explore the bi-directionality...

Purpose ? This paper aims to respond to the call to help organisations to systematically engineer their customer experiences. Its objective is to investigate how organisations actually go about designing and improving their customer experiences. Design/methodology/approach ? A total of four...