This study explores the innovation (NSD) process in hotels. We review the existing NSD models and investigate if they explain the innovation process in hotels both in Canada and the US. Six new services are identified and examined closely. Based on the results we find distinct differences in the...

Purpose – Though many studies and reports have been published about the scale of identity fraud (IDF), no work has been done on developing models to measure IDF. The purpose of this paper is to propose a measurement model for IDF and test the validity of that measurement model....

Purpose – The purpose of this research is to take an emergent process theory perspective and model the supply chain partnering process as a series of four linked models that correspond to the phases of the partnership lifecycle, from initiation to maturity/termination, and discuss the...

Purpose – The purpose of this research is to develop a conceptual framework for implementing and managing supply chain flexibility in supply chain organizations. The framework suggests that supply chain flexibility should be implemented and managed using a three‐stage approach: required...

Purpose – The purpose of this paper is to identify and model adoption criteria of citizens for electronic-government (eGov) service at the transaction maturity stage. Design/methodology/approach – The empirical study was conducted among the citizens of Ontario, Canada who have experience of...

Purpose – The purpose of this paper is to investigate the impact of total quality management (TQM) implementation on different dimensions of company performance. Design/methodology/approach – The study investigates Canadian finalists (winners and certificates of merit) in the Total Quality...

Purpose – Agile software development (ASD) is currently an emerging approach in software engineering for improving quality, initially advocated by a group of 17 software professionals who practice a set of “lightweight” methods, and share a common set of values of software development....

Purpose – This research seeks to identify the specific leadership competencies required for implementing Total Quality Management (TQM); to examine the influence of leadership competencies for implementing individual TQM principles; and to examine the relationship of the TQM implementation...

Purpose – The purpose of this study is to propose a performance realization framework based on key factors of ISO 9000 implementation. Design/methodology/approach – A three‐stage approach of a systematic review is employed to examine the literature and develop the framework. The review is...