Discussion of the relationship between TQM and information and communications technology (ICT) normally focuses either on technological issues, or on the role of ICT in enabling the achievement of quality goals by means of business process re‐engineering. Less attention has been paid to the...

Purpose – The cost of retaining a customer is lower than that of obtaining a new one, so potential customer defection is an important issue in the fiercely competitive environment of electronic commerce. Accordingly, this paper aims to present a new way for gauging customer loyalty and...

Purpose – Sports’ team websites are the front door to their relationship management programs with teams’ fan bases. As such, consumer attitudes toward these websites are a vital and important measure for the success of a team's CRM program. The purpose of this paper is to present the...

Purpose – The purpose of this paper is to discuss the impact of technology on the human resources (HR) function in organizations, in general, and in hospitality firms, in particular. Design/methodology/approach – The issue is presented through an extensive literature review, in addition to...

In this interview, Grady Means describes the context within which today's businesses must operate and the steps key business leaders are taking to ensure their success in this environment. Topics discussed include: business‐to‐business e‐commerce, a global strategic perspective, collapsed...

Purpose – To investigate the key sources of competitive advantage gained from e‐business applications by Chinese real estate developers and whether the value chain theory and its related theories can explain this phenomenon. Design/methodology/approach – A key issue in e‐business is how...

Purpose – Many firms have attempted to adopt e‐commerce to upgrade their formidable competitive capabilities and thereby build their own competitive advantages. However, some firms have achieved great performance, whereas others have failed in competitive outcomes. How can the differences in...

Chapter 1. Introduction -- Chapter 2. Overseas Market Research -- Chapter 3. International Trade Contracts -- Chapter 4. Terms of International Trade -- Chapter 5. Payment Collection in International Trade -- Chapter 6. International Transportation -- Chapter 7. Marine Cargo Insurance -- Chapter...