New media in marketing redefine competitive advantage: a comparison of small and large firms

Article Abstract:

Large companies historically have enjoyed a competitive edge over their smaller rivals because they possess considerable resources. However, the traditional advantages which once exclusively belonged to these large firms are now being eroded. This is because the cost of technologies especially those designed for communications with internal and external customers and suppliers have decreased sharply since roughly 1988. Smaller firms are increasingly exploiting the benefits of new, affordable media such as the Internet World Wide Web to level the competitive playing field.

Business Methods, Office Automation, Economic aspects, Technology application, Business enterprises, Business planning, Technological innovations, Technology, Mass media, Marketing communications, Mass media and technology

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Service: the competitive edge in banking

Article Abstract:

Banks have grown overly concerned with profit management and technical innovation at the expense of customer service. A survey shows that customer complaints have risen, mostly about discourteous personnel, inflexible rules, short Saturday hours and busy phone lines. Neglect of the service side, the main business of banking, only causes loss of customers and bad word-of-mouth advertising. Bank marketing strategies should therefore shift focus toward enhancing customer responsiveness and service. This should ultimately lead to more profit.

Standards, Planning, Surveys, Customer service, Consumer confidence, Bank marketing

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Service quality as a competitive opportunity

Article Abstract:

Service quality, formerly viewed as a problem, is now being seen as having strategic value which can significantly influence the financial future of an organization. Quality should be understood by managers as a means of achieving competitive advantage over rival firms in terms of net operating income and net revenues. In the long term, service quality can influence the organization's effectiveness and performance.

Quality Control Management, Research, Quality management, Quality control, Services industry, Service industries, Value added

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