This paper avoids the linear route to establishing where the biggest impact on customer service lies and instead examines the influences on the quality of the customer experience from all angles in an organization. From the culture and policies of the organization itself, to the front-line...

Purpose – The purpose of this paper is to explore the impact of the use of the human resources (HR) intranet at managerial levels in terms of internal customer satisfaction with the HR function. Design/methodology/approach – Using role theory to underpin the research, this study examines...

The study reported in this paper explores how effective Public Private Partnerships (PPP) have been as critical providers of capital assets within the state education sector in the UK. Specifically, the research investigates the impact on educational provision of the UK government's contentious...

For the past 20 years, practitioner and academic research has highlighted that the performance of companies is linked to staff and management's ways of working, particularly in service-oriented enterprises (A.P. Kakabadse, Savery, Kakabadse, & Lee-Davies, 2006). Yet despite the monumental impact...

Technological innovation continually shifts boundaries of possibilities and at the same time challenges ethical dimensions. Radio Frequency Identification (RFID) technology challenges both what is possible and what is ethical. On this basis, this paper incorporates an analysis of RFID...

Purpose – The paper seeks to analyze the discourse of meaning and interpretation in the social sciences. It aims to provide a historical overview of the hermeneutics and the need for scientific as well as general understanding, and to emphasize the importance of the interpretive approach in...

Purpose – The primary aim of this paper is to examine whether boards of directors with independent members function as effective corporate governance mechanisms in Chinese State-Owned Enterprises (SOEs), by analysing four characteristics of non-executive directors (NEDs) that impact on their...