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Explores the current global business environment and the challenges that have arisen due to contemporary globalization and the resulting global hypercompetition. With a broad scope, the book covers the implications of industry transitions from small and medium-sized companies to multinational businesses and large enterprises.

Service Quality delivery is a concept that has become a requirement accross all sectors in any economy. Todays customers are no longer concerned with product availability and other "surface service" provisions - Quality has become a major concern! A research was carried out to evaluate the current customer perceptions on service quality delivery in the pharmaceuticals industry in Zimbabwe. The study also aimed at determining the components of service quality in the pharmaceuticals industry as well as establishing the gaps between customer expectations and service delivery performance in the...