In this paper, a case study conducted on a small third‐party logistics (3PL) company in Hong Kong is presented. This company is interesting in that it has been designated as the “king” of Hong Kong's 3PL (in‐bound) logistics companies. The company has been successful in its overall...

Discusses the potential of applying management support systems (MSS) in quality management in a service context and suggests a viable research direction. Describes a research framework using the critical success factor (CSF) analysis to identify factors critical to the success of service quality...

Most quality management researchers make inadequate use of statistical techniques, especially multivariate statistical methods. Applies two multivariate analysis techniques, principal component analysis (PCA) and correspondence analysis (CA), to analyse potential barriers to total quality...

Presents the findings of two surveys of computer‐based technologies to support operations management (OM) in Hong Kong. One of the surveys is to examine the status of the use of computer‐based technology and to uncover the extent to which it is being used to support quality including such...

Purpose – Hospitality organizations, whether large or small, are complex entities requiring managers to work through frontline employees to manage every guest's moment of truth and meet their firms' goals and objectives. This study aims to test propositions that firms whose staffing policies...

Electronic data interchange (EDI) plays a major part in improving organizational competitiveness in the twenty‐first century global market. Telecommunication technologies have improved the effectiveness of communication along the value chain. Information technology (IT) has been helpful in...

Purpose – Using the literature on innovation research, this paper proposes to establish and empirically test a prediction model which consists of four major factors in the adoption of online retailing by organisations, namely relative advantage, competitive pressure, channel conflict and...

Purpose – The adoption of radio frequency identification (RFID) will create a revolutionary change in the management of a supply chain, particularly in the retail sector. The aim of this paper is to study the views of fashion retailers on RFID applications and, in turn, to analyze the added...

This paper presents a literature review of, and classification scheme for, Internet marketing (IM) research. The review covers 270 journal articles published between 1987 and 2000 in three types of journals: marketing; economics, business and management; and information systems and information...