Many management theorists and consultants urge companies to focus on their customers′ needs and satisfaction – this is common to strategic management, the marketing concept, the pursuit of “excellence”, market‐orientation, total quality management, relationship marketing strategies,...

In order to deal with increasingly dynamic environments, organizations are rethinking the structure of their management systems. The recent literature suggests that, to a greater extent than before, new paradigms of management are being considered as alternatives to traditional forms of...

Business process reengineering (BPR) is following a typical maturity cycle as a business fad. Some of the more radical and flashy elements are omitted as the basic principles integrate into common sense and business and engineering school curricula. The ways of evaluating benefits become more...

Purpose – The purpose of the study is twofold. First, to examine the domain of green marketing construct in the context of small and medium enterprises (SMEs) operating in emerging economies (i.e. India) across electrical industries and, second, to assess its impact on the SMEs performance....

Purpose – This research seeks to present a methodology for investigating the generalizability of a theory‐testing model. The methodology is used to examine the generalizability of a model of the antecedents and consequences of customer delight. Design/methodology/approach – Theory testing...

Purpose – This paper attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and the intention to remain in the network, and eventually manage the franchise network for long‐term...

Reviews the role of non‐degree executive education in business schools. Suggests a focus on providing value to the external customer in executive education as a proactive way to force relevancy in teaching and research within business schools. Reviews strategies and policies associated with...

Describes how quality programmes have evolved and discusses uses and criticisms of total quality management (TQM). TQM techniques offer advantages in addition to satisfying customers and helping them to succeed. Constant improvement can turn bureau pathological firms around. TQM brings...

Describes how relationships were studied between employee attitudes, customer satisfaction, productivity, and administrative effectiveness at two points in time in a computer‐hardware customer‐service organization ‐ 281 employees from 92 departments participating at time 1, and 215...

Purpose – The purpose of this paper is to build a tested model and framework for describing the structure and factors influencing customer satisfaction in the construction industry. Design/methodology/approach – The paper introduces a structural equation model illustrating the...