Purpose – The purpose of this paper is to address physical space management in customer service establishments and recognise the importance for such establishments to consider the experiences of customers in these spaces. For this purpose, the authors suggest constructs that enable service...

Spanish retail banking can be considered largely representative of retail banking in other developed European countries. The transformations in the Spanish retail banking system since the 1960s, especially the shift in emphasis from production to delivery/sales, brought about by a combination of...

The analysis of strategic groups has important implications for marketing in order to identify a firm’s competitive position. Aims to analyse the development of the competence in an industry. Hypothesizes that the analysis of strategic groups is only meaningful when it is determined that the...

Aims to interrelate two lines of research: market orientation and strategic groups identification. Suggests that degree of market orientation of an enterprise should be connected to its competitive strategy and, also, to its final levels of performance. Identifies, in a highly competitive...

Product design is an essential aspect of the process of new product development and innovation, the efficiency of which depends on the existence of some kind of management. However, there is no generally accepted agreement as to exactly what activities this management involves, nor any analyses...

Purpose – This work has three main objectives – to analyse whether the strategic vision of the top management team (TMT) directly affects firms' innovation performance; to shed some light on which of the intrinsic characteristics of work teams proposed in the literature influence innovation;...