Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its...

Decision making is a balancing act on a three-legged stool of insight, analysis, and action. If we cannot keep the three legs even, we wobble. And sitting on the stool is not even enough. We have to juggle known with unknown, fact with fiction, cognition with sensation and knowledge with...

Purpose: Expert systems are computer-based systems that mimic the logical processes of human experts or organizations to give advice in a specific domain of knowledge. Fuzzy expert systems use fuzzy logic to handle uncertainties generated by imprecise, incomplete and/or vague information. The...

Purpose: The purpose of this study is to evaluate two supply chain resilience key elements of vulnerability and capability in the automotive industry. Design/methodology/approach: We propose a fuzzy approach for statistical hypothesis testing and analyze two research hypotheses by synthesizing...

Purpose: Delivering premium services and quality products are critical strategies for success in manufacturing. Continuous improvement (CI), as an underlying foundation for quality management, is an ongoing effort allowing manufacturing companies to see beyond the present to create a bright...

We define a novel information acquisition model that accounts explicitly for the influence of positive and negative anticipated emotions in the evaluation and selection incentives of decision makers (DMs). The model focuses on the value assigned by the DMs to the information being acquired and...

In this study, we propose a three-stage weighted sum method for identifying the group ranks of alternatives. In the first stage, a rank matrix, similar to the cross-efficiency matrix, is obtained by computing the individual rank position of each alternative based on importance weights. In the...

Drawing on the supply chain (SC) management literature, this article conceptualizes and empirically tests a framework that shows how both external and internal integration practices are significant and positively associated with SC value addition and firm performance. The framework also tests...