Purpose: The purpose of this paper is to conceptualise customer-oriented product returns service (COPRS) performance, and develop and validate its measure. Design/methodology/approach: This study uses qualitative consumer interviews and a quantitative survey to conceptualise, operationalise and...

Purpose: This study aims to develop and empirically test the balanced scorecard for public schools in Thailand. Design/methodology/approach: Data were obtained from 3,351 public schools in Thailand. Structural equation modelling was used as a statistical tool to analyse the data. Findings: The...

Purpose: The purpose of this study is to investigate the uses of performance measures in startup firms, including perceived importance and performance of those measures. Design/methodology/approach: The survey method is used in this study. Data are collected from founders/chief executive...