Service quality is becoming more critical for banks to maintain their market shares. This paper develops a modified SERVQUAL for measuring service quality in the United Arab Emirates commercial banks. The instrument includes thirty items that belong to the five dimensions of SERVQUAL. The...

Addresses the implementation of business process re‐engineering (BPR) programmes in 33 public and private organisations wishing to improve performance. By reviewing the existing literature, the research presented here began by identifying ten dimensions along which BPR projects might be...

This paper attempts to answer the research question, “how do senior executives in my organisation make sense of their professional life?” Having reviewed the sensemaking literature, in particular that of the pre‐eminent author in this field, Karl E. Weick, I adopt a phenomenological,...

The Association of Professional Futurists (APF) recently held a scenario salon that explored the “Futures of futures.” The centerpiece of the findings was the identification and implications of four critical uncertainties affecting futurists and the futures field. First, is addressing the...