A 17‐item scale emerges following the study to develop an instrument for measuring customer service quality at trading bank branches, with a focus on retail banking. The conceptual framework addresses the psychometric shortcomings of the existing work in service quality research. A robust...

Purpose – The purpose of this paper is threefold: first, testing the relationships between internal marketing and employee satisfaction; second, investigating the links between employee satisfaction and perceived organizational performance; and finally, testing the relationship between internal...

Considers some recent research on understanding and improving managerial performance. Reports on findings of a recent survey that asked executive managers what it is that distinguishes the excellent or effective performer from the merely average or ineffective performer. Examines competency...

Presents brief results of a study into factors that successful managers use to increase productivity in the UK and USA. Identifies ten common themes including use of talent, objective measurement and team building.

Most studies on activity‐based management (ABM) focus on applications in manufacturing environments. Instead, little attention has been given to the potentialities of ABM for support units, although these are widely considered to be one of the most relevant sources of inefficiencies,...

Purpose – The purpose of this paper is to provide an input‐output analysis of electronic resources in academic libraries by verifying evaluation indicators and applying them to the digital library environment. Design/methodology/approach – This study measures the performance of electronic...

Purpose Nowadays, maintenance companies form networks, where multiple organizations and actors can deliver value to the customers. Current literature does not take into account how the value created by the entire network can be measured. The purpose of this paper is to address this research gap...

Purpose – The purpose of this paper is to report on aspects of service quality at the London 2012 Paralympic Games, from a rather unusual perspective, the athletes. To date there has been little evidence captured about athlete’s satisfaction at sporting events, and specifically about their...

Purpose – The purpose of this paper is to examine the outcomes of reflective practices in services. The paper contributes to the current understanding of the relationship between reflective practice and outcomes by presenting a description of the internal (i.e. what kind of reflection is...

Purpose The purpose of this paper is to identify and synthesize approaches to studying Lean transformation to further develop a comprehensive approach that integrates organizational culture analysis and performance measurement systems from a systems perspective. Design/methodology/approach This...