Purpose – With increasing emphasis on the environment, firms are required to include sustainability practices at all levels – strategic, operational, and outcome measures. The purpose of this paper is to present a research model that defines sustainability practices in the context of the...

Purpose – The notion of achieving competitive advantage using a strategic customer service orientation (SCSO) has received increased research attention. The purpose of this paper is to examine the concept of SCSO in the context of rapidly changing competitive market environments. An...