Purpose – The purpose of this research is to provide a comparison of customer satisfaction of two largest US parcel delivery companies, the UPS and FedEx. Design/methodology/approach – The paper is contrast the overall customer satisfaction and five critical factors (availability,...

Purpose – This research attempts to comprehensively examine the criteria for measuring knowledge management (KM) performance outcomes in organisations. To date, no studies have provided a set of widely accepted measurement criteria associated with KM efforts. This paper, therefore, aims to...

Purpose – The purpose of this study is to investigate the key issues and challenges in risk management and insurance in the Chinese construction industry and propose solutions to improve risk management. Design/methodology/approach – The study is based on surveys which target people who have...

Purpose – This research seeks to investigate the relationship between knowledge diversity (KD) in software teams and project performance. Previous research has shown that member diversity affects team performance; most of that work, however, has focused on diversity in personal or social...

Purpose – This paper aims to study the adoption of mobile technology in business and its determinants. A diagnostic tool for proper adoption of mobile technology is developed. Design/methodology/approach – Grounded on the fit‐viability framework, the paper uses a multi‐case study via the...

Purpose – The paper's aim is to provide information about mobile viruses for end‐users or organizations and recommend useful tips of how individuals can protect their mobile phones from the intrusion of mobile phone viruses. Design/methodology/approach – This paper surveys chronicle,...

Purpose – The purpose of this paper is to investigate the innovative characteristics, benefits, and barriers influencing internet‐based information and communications technology (ICT) adoption among the small and medium enterprises (SMEs). Design/methodology/approach – A...

Purpose – The purpose of this paper is to investigate the relationship between total quality management (TQM) practices and customer satisfaction (CS) as perceived by managers' perspectives in Malaysia's service sector. Design/methodology/approach – The data are collected from 140 managers...

The information highway is a management issue with the same importance as information technology applications and information technology management. Deals with some critical issues that arise in the evolution of an information highway age and its alignment with the evolving management...

Difficulties in conducting effective surveys to address customer satisfaction issues can be a significant problem in marketing practice. Addresses four of the most crucial methodological issues encountered with customer satisfaction surveys, namely sampling frames, quality of survey data and...