Purpose – To propose a structured framework for measuring white‐collar workforce. Design/methodology/approach – The proposed framework, designated as the multi‐dimension measurement process or the MDMP, is based on the nature of white‐collar work as well as on the strengths of current...

Purpose – To address multiple problems facing a company's top management with respect to the customer satisfaction survey. Is the customer satisfaction survey still suitable after many years of use? What method should be applied to help ensure better utilization of information from the...