This paper builds the framework for linking the established work of competitive advantage with the emerging discipline of value marketing. The outcome of this linkage is the concept of strategic value management. Strategic value management focuses on the right combinations of product quality,...

Firms striving to achieve and sustain competitive advantage implement supply chain management (SCM) practices. It is reasoned that these practices significantly improve product quality and customer service level and increase market share and return on assets, and as a result, firms’...

Using data on mobile phone handset sales from a single retail store, we examine the impact of different retail responsibility designations and vertical contracts on seller service provision, firm profitability, and social welfare. During our sample, this store switched from retailer-managed...

Delivering superior customer service is as important as delivering superior patient care. To survive in this economy, organizations need to differentiate themselves from their competitors. They need to have customer feedback in order to implement the strategies needed to increase organizational...

In recent years, public institutions have come to the forefront of the public opinion requesting quality services in the public sector and increased attention to citizens’ needs. The aim of this paper is to evaluate the importance of the development of a customer service management system in...

While thrift stores are associated with the idea of thrift, it does not follow that they attract only clients with limited resources who are highly price sensitive. Today thrift stores are becoming less stigmatized and are attracting middle class clients and the better off as well. This suggests...

How do I make my voice heard? The University of the Highlands and Islands in Scotland covers an area the size of Belgium, with a population the size of Brussels. The 13 partner colleges and over 50 local learning centres operate in some of the most remote areas of Western Europe. There are...