Journal of Business Strategy articles from January 1993

Journal of Business Strategy archives from January 1993

Achieving a sustainable service advantage. (Competing on Service)
January 1, 1993... Many managers believe that superior service should play little or no role in competitive strategy; they maintain that service innovations are inherently copiable. However, that author states that this view is too narrow. For a company to achieve...

Setting new standards for customer advocacy. (Competing on Service)
January 1, 1993... Dell Computer Corporation pioneered the direct marketing of personal computers in 1984 and became the first company in the PC industry to offer manufacturer-direct technical support. According to surveys of corporate buyers, the company provides...

A vigorous approach to customer service. (PPG Industries Inc.) (Competing on Service)
January 1, 1993... PPG Industries, Inc. is the world's largest supplier of automative original coatings. Its business-to-business customer require individualized service based on specific requirements. The company has solidified these relationship by establishing...

Designing - and sustaining the gains from - a service strategy. (Competing on Service)
January 1, 1993... Every company needs to develop a strategic approach to customer services. This article describes how to structure a service strategy, and how business partnership can be used to enhance the customer service function. Companies of all kinds...

How to realize the promise of strategic planning.
January 1, 1993... Why do companies' plans rarely fulfill corporate objectives? A survey of planning professionals reveals five major weakness in strategic planning activities. This article highlights the lessons learned from the survey and offers practical advice...

Avoid the mismatch between strategy and strategic leaders.
January 1, 1993... Is the CEO, by the mere fact that he is the CEO, the best person to lead a firm in a start-up phase, as well as in a growth phase or in maturity? Can any chief executive, regardless of comfort level, temperament, and degree of aggressiveness,...

Organizational change starts with a strategic focus.
January 1, 1993... How can key managers become more effective change leaders? According to the authors, they should have a better understanding of what strategy is, they must be able to align strategy and operations, and they should have a system in place to...