How Did it All Come About?

Edward Kasabov and Alex Warlow
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Edward Kasabov: University of Exeter Business School Exeter
Alex Warlow: Noridol Ltd

Chapter 2 in The Compliance Business and Its Customers, 2012, pp 11-20 from Palgrave Macmillan

Abstract: Abstract Regulated and sheltered environments found across sectors in developed economies have traditionally protected incumbents,1 including those long-established and entrenched competitors which have been described as ‘national champions’. However, regulatory protection discouraged innovation, and was marked by output, price, entry and other controls aimed at restricting destructive competition. Recent deregulation, globalisation, trade liberalisation and privatisation in transportation, utilities, financial service provision and other sectors have forced companies to revisit questions of firm boundary2 and become more entrepreneurial and creative. The combination of rising disposable incomes (partly enabled by the above changes), technological developments such as the advent of the Internet and call centre technologies, and deregulation has re-shaped sectoral landscapes,3 favouring the emergence and rapid growth of new businesses4 such as online auction sites and low-cost airlines. This combined regulatory, economic and technological revolution has also invalidated conventional concepts in strategy and marketing,5 forcing practitioners to rethink their view of marketing strategy and re-write the fundamentals of competitiveness, as will be demonstrated in this and subsequent chapters.

Keywords: Call Centre; Customer Relationship Management; Service Recovery; Federal Deposit Insurance Corporation; National Champion (search for similar items in EconPapers)
Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-27115-0_3

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DOI: 10.1057/9781137271150_3

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