More and more organisations and companies have realised that they need to put their customers at the front and centre of their businesses, and to support an effective customer care process, while customer relationship management (CRM) becomes essentially about better managing all aspects of a...

Purpose – The paper aims to improve the key quality performance of the terminal of earphone in an electronic company. Design/methodology/approach – Sequential experimental designs are employed. Significant input variables are found trough a full factorial design. Then a response surface...

Purpose: The purpose of the research is to study the applicability of the (Q,R)-model in inventory management of the maintenance materials in investment intensive industry companies. The objective of the research is to answer the following research questions: 1. What is the applicability of...

Purpose: Service quality measurement in e-shopping service is an area of growing interest to researchers and managers. The purpose of this study is to explore the disconfirmation in online purchase behavior based on the expectancy disconfirmation theory (EDT). Design/methodology/approach: A...

Purpose: The purpose of this work was to propose a new approach to assess the influence of decision variables on the running costs of networks providing services, taking recycling networks as an example. The authors have analyzed the importance of these variables and the trends in these changes....

Online media increase popularity among adolescent as they are growing up with the development of technology, particularly “Internet”. Adolescent has higher rate of using Internet and email as source of information in comparison to other age group (world value survey collected during...

Purpose: In Finland, customers often view public business services as being a multifaceted, complex and scattered system. Service providers in sparsely populated areas are facing context-specific challenges as they provide services for their customers. The aim of this study is to describe what...

Tourism is considered the "super star" industry with most growth potential in the 21st century. It is expected to bring huge economical benefits, and would be what countries in the world compete for. With the rapid development in technology, services provided by cloud technology have become...

Purpose: Nowadays higher education (HE) meets a number of challenges, global, systemic and local: international competition, competition between public and non-public sectors, competition inside the sectors, growing expectations of the market, population decline, insufficient funding, etc....

The aim of the study is to identify factors conditioning the innovativeness of countries and regions, those well-developed and less developed ones as well. The analysis will be performed regarding different aspects for European and Asian countries and the United States of America. The analyses...