Purpose – The main objective of the study was to utilize SERVQUAL for identifying gaps in the chain of services provided by the information technology (IT) resources. SERVQUAL was applied to IT services in higher education institutions in the United Arab Emirates. Design/methodology/approach...

Purpose – This study aims to find the differences in the service quality (if any) between two types of banks, namely conventional and Islamic, in terms of common critical factors after re‐examining the SERVQUAL model, originally pioneered by Parasuraman. Further, the technique of dominance...

Purpose – This research aims to examine the applicability of the Retail Service Quality Scale (RSQS) in retail stores in Kazakhstan, a country of the Commonwealth of Independent States (CIS) that is in the transition stage from a controlled economy to a market economy. This research also...

Purpose – More research is needed to understand the online shopping behaviors and intentions of consumers in emerging economies. The purpose of this paper is to examine the extent to which key variables from the Technology Acceptance Model (perceived usefulness (PU) and ease of use (PEOU)),...

Purpose This paper aims to seek to develop and validate the scale for organizational decision-making behaviour related to ethical issues, which addresses the issue of framing the dependent variable in a dichotomous way in organizational ethical decision-making (EDM) models and complementing the...

Addresses the implementation of business process re‐engineering (BPR) programmes in 33 public and private organisations wishing to improve performance. By reviewing the existing literature, the research presented here began by identifying ten dimensions along which BPR projects might be...

Purpose – The purpose of this paper to investigate the major themes of operations management by analysing citations in IJOPM. It aims to discuss changes in the discipline's sub‐fields and identifies emerging topics. Design/methodology/approach – The paper is an empirical analysis of...

Purpose – The purpose of the paper is to present and empirically support a theoretically sound, operational, and easy‐to‐implement supplier risk management framework that focuses on supplier development using a benchmarking approach. Design/methodology/approach – The paper develops a...

For the past 20 years, the field of production and operations management (POM) has tried to establish itself as a discipline distinct from operations research (OR), management science (MS) and industrial engineering (IE). Sceptics argue that POM has failed to develop its own body of literature,...

Purpose – This study empirically examines whether there is an anomalous factor return to a stock's Honest EPS. Design/methodology/approach – Honest EPS captures any large discrepancy between a company's primary earnings per share and the company's Pro‐forma earnings per share, normalized...