Customer relationship management (CRM) is one of the most popular strategies for an organization to satisfy its customers and obtain growth profits. Much attention of the research to date, however, has been paid to strategy, implementation, and organization performance, with the people dimension...

Purpose – The purpose of this paper is to report the findings of a study on the management of intellectual capital in Fortune Motors. It intends to highlight how an automobile service firm apply dynamic knowledge management concept to create new service processes which resulted in breaking...

Purpose – The purpose of this paper is to seek effective measurement methods that reflect the real value of process capital. Design/methodology/approach – From a system model perspective, the authors refined the existing knowledge of process measurement by distinguishing three kinds of...

Institutional Research has already developed more than 50 years in the United States and it contributes to produce evidence-based decisions and strategies for universities including planning, programs designing and financial decision-making. Today’s Taiwan is facing the challenges of low birth...