The increasing complexity in workflow management systems (WMSs) has led to greater vulnerability due to system failure. Although system vulnerabilities cannot be completely eliminated, the accidental or anticipated failures have to be thoroughly understood and guarded. Traditionally, the failure...

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...

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 paper is to provide a theoretical framework for predicting the next period financial behavior of bank mergers within a statistical-oriented setting. Design/methodology/approach: Bank mergers are modeled combining a discrete variant of the Smoluchowski coagulation...

Purpose: This study aims to propose a method for measuring lean supply chain management (LSCM) maturity based on the main lean practices and existing waste of a supply chain. Design/methodology/approach: A three-stage approach was developed. First, a thorough literature review was performed to...

Purpose: Customer differences and similarities play a crucial role in service operations, and service industries need to develop various strategies for different customer types. This study aims to understand the behavioral pattern of customers in the banking industry by proposing a hybrid data...