Purpose: The purpose of this paper is to develop and examine a theoretical framework that evaluates the effects of banking consumers’ justice perception on their post-complaint mindsets. It also aims to help business strategists to customize service failure management activities to achieve a...

Purpose: The purpose of this study includes two parts. First, it introduces a machine-based method for model and instrument development and updating that integrates large sample qualitative data. Second, a new model and instrument for e-commerce customer satisfaction are developed....

Abstract In this paper we present a mathematical model of a generic manufacturing system. The quality of the manufactured product is captured through one or more of its critical design/process parameters. Managers often face the dilemma of which product/process is to be singled out for...

Abstract One widely used control chart, the -chart, is based on the assumption that means of samples drawn from the process are normally distributed. When the normality assumption is not valid, control chart users may choose from several different courses of action. These include using Box-Cox...

The corporate form that developed in the early 20th century created enormous pressure for corporate governance mechanisms to curb the power of corporate managers. Berle and Means, legal pluralists, warned about concentrating economic power in the hands of a small but powerful class of...

This study investigated relationships of age, gender, and supervisor level with job satisfaction, organizational commitment, stress perception, and turnover intention. The demographics were hypothesized to moderate the stress-satisfaction and commitment-turnover relationships. Hypotheses were...

The business performance management (BPM) framework helps an organization continuously adjust and successfully execute its strategies. BPM helps increase flexibility by providing managers with an early alert about changes and, as a result, allows faster response to such changes. The Malcolm...

Knowledge workers are an important resource for the typical modern business firm, yet financial reporting ignores such resources. Some researchers contend that the accounting profession has stressed reliability in order to make the accounting appear objective. Others concur, noting that...

The interaction among firms in the supply chain is necessary for business process execution and relationship success. One phenomenon of great significance to buyer-supplier relationships is opportunism. Opportunism is defined as behavior that is self-interest seeking with guile. It is manifested...

The year 2000 (Y2K) problem presented a fortuitous opportunity to explore the relationship between estimated costs of software projects and five cost influence dimensions described by the Year 2000 Enterprise Cost Model (Kappelman, et al., 1998) -- organization, problem, solution, resources, and...