Customer orientation is a fine ideal. Making it a reality is difficult for many organizations. Provides a framework to guide management through the process of building a customer‐driven philosophy. It is hoped that by means of such a framework it will be possible to evaluate an...

Addresses the issue of business failure. Identifies different types of business failure and provides a framework for further research into this aspect of strategic management. Draws from the management literature to describe the causes and processes of each of the failure contexts covered and...

Observes that, as we move through the 1990s, a “competence‐based” view of strategic management is emerging and gathering force. Explains the underlying idea which organizational success is not only due to competitive market offers and activities but more to organizational skills which...