Explores practitioner views as to how to formulate strategies for adding value and, hence, gain competitive advantage, given the characteristics of many services and the resultant implications for consumer evaluation of offerings. In particular, the case of retail financial services exhibiting...

Discusses the death of inter‐firm and intra‐firm competition as we know it and propose an approach beyond competition – “the pursuit of immortality”. Our digital age offers immense and unprecedented opportunities to bring forth the latent potential of organizations, by allowing...

This paper attempts to answer the questions raised in a previous paper by the authors (“Creating value in the ‘new economy”’, Management Decision , Vol. 40 No. 8) which dealt with how business has had to reevaluate the importance of its assets in the “new economy”. The present paper...

The concept of customer value is becoming increasingly used in strategy and marketing literature in recent years. Customer value is considered central to competitive advantage and long‐term success of business organizations. Consequently, a great importance attached to this concept. This paper...