Quality management practices have recently flourished across the globe. In this research we review and integrate the literature by identifying and organizing significant research findings, and develop a conceptual model of the relationships between international environmental conditions (e.g....

Purpose – Enterprise resource planning (ERP) is now considered to be the price of entry for running a business. However, ERP systems are complex and expensive, and the decision to install an ERP system necessitates a choice of mechanisms for determining whether ERP is needed and, once...

Purpose – To analyze the limitations of two methods used in the identification of satisfaction attributes in products and services – importance performance analysis (IPA) and Kano method – and to propose a new method for identification of improvement opportunities based on the competitive...

Purpose – The main objective of this paper is to describe state‐of‐the‐art practices for handling logistics performance management in dyadic relationships. Another objective is to explain the relationship between logistics performance management practices and customers' expected...

Purpose – The paper seeks to evaluate the drivers of customer satisfaction (CS), specifically exploring the impact of business process management (BPM) on service quality and CS. Design/methodology/approach – A longitudinal case study uses quantitative and qualitative data to test six...

Purpose – The purpose of this paper is to examine empirically the dimension of personal touch and its elements of individual attention, helpfulness, courtesy, and promptness as determinants of customer satisfaction for passenger airlines. Design/methodology/approach – Survey data from 437...

Purpose – The purpose of this paper is to explore the relationship between firm service characteristics and customer satisfaction as moderated by firm competitive strategy. Specifically, this research utilizes Porter's depiction of generic competitive strategy to explain the strength of the...

Analyses the operational implications of marketing strategies that try to distinguish between high‐ and low‐priority customers. For a high‐priority customer, the distributor is willing to expedite an order from any emergency source. For a low‐priority customer, on the other hand,...

Queuing, a familiar element of most service delivery systems, has the potential for significantly affecting the customer′s overall satisfaction with the service encounter. A customer′s degree of satisfaction with waiting or with the service received in its entirety is dependent on the actual...

Investigates customer attitudes to waiting times in the hotel and restaurant industry, based broadly on Maister′s “psychology of waiting lines”. Results of a survey of 100 customers suggest that customer behaviour is affected by the length of time they have to wait. Also investigates the...