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Business process reengineering (BPR) is a fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical contemporary measures of performance such as cost, quality, speed and services (Al-Mashari and Zairi, 1999). However, the importance of BPR as...

Companies everywhere are dissolving their boundaries with their suppliers, customers and even rivals. The discrete company is no longer the building block of the modern economy as it is being replaced by 'networks'. Development of supporting systems for network enterprise is difficult but...

The banking sector is consolidating at an accelerating pace. Almost all banking institutions feel obliged to become larger and more powerful. One out of four mergers and acquisitions in Greece took place in the banking sector, which was also known to have been the field of great enterprise...

This research details the development and validation of a perceived customer discrimination (PCD) scale that measures individual differences in customers' proneness to feeling treated differentially in the marketplace, especially during service interactions. Two studies identify the potential...

A City Council administration in Victoria, Australia developed a vision for a Corporate Information Management Strategy (CIMS), and envisaged that CIMS would provide the foundation for the organization to make better use of its knowledge. This would be achieved by implementing better management...

This is one of the few studies in the academic literature that directly addresses inward exporting of customer services, which is a topic that has gained less attention from an international services marketing point of view. The objective of this study is to explore the drivers of satisfaction...

Full-text of this article is not available in this e-prints service. This article was originally published in International Journal of Knowledge and Learning, published by and copyright Inderscience Publishers.

Purpose ? The purpose of this article is to identify the key factors that impede service quality delivery in the context of luxury hotels (four- and five-star properties) in Sydney, Australia. Design/methodology/approach ? The empirical dataset for this qualitative study was collected through 22...

This paper presents some significant empirical findings about the role of switching cost and alternative attractiveness in developing the long-term relationship between the client and the service-provider in personal financial planning services. Considering switching costs and alternative...