"How do I justify investment in eCommerce to a group of senior managers that get their secretaries to print their emails?" was how one manager interviewed for this study summarised his eCommerce problem. This article is about how firms can develop a systematic strategy for delivering service on...

A significant part of the activity of the UK Department Of Trade and Industry (DTI) is concerned with enhancingbusiness access to, and use of, external sources of knowledge and expertise. In March 2005 the DTI, recognising theneed for a synthesis of available evidence, conceived and commissioned...

Twenty years ago strategy was synonymous with formalised strategic planning. Nowadays, althoughstrategic planning systems still exist in organisations, they are not seen as the main or only vehiclethrough which strategies actually develop. It is recognised that other managerial processes play...