Purpose – The paper adapts and applies a modified SERVQUAL approach compliant with the EN 13816, a European standard on service quality in public transport. The purpose of the study is to provide a quality evaluation tool readily usable by transport operators willing to certify the service...

Purpose – Customer misbehaviour, i.e. behaviour within the exchange setting that deliberately violates the generally accepted norms of conduct in such settings pose a problem for service organizations in several ways. Hitherto much research on customer misbehaviour has focused on psychological...

Purpose – This paper looks at how mathematics contributes to innovation. Design/methodology/approach – The article uses the recent “Engaging Maths” event as the basis for the analysis. Findings – The mathematical sciences are becoming indispensable. In fact for some areas they are the...

Purpose – Awareness of environmental impacts on society is increasing among companies. In order to turn environmental problems into business opportunities, many companies are beginning to consider how environmental, or green aspects can be integrated into their service offerings. This...

Purpose – The purpose of this study is to perform an international comparison of logistics/port operations with a main focus on India. Design/methodology/approach – Using data from the transportation and freight service industry during 2000‐2005, this study first conducts revealed...

The social and labor market integration of ethnic minorities in the EU is still a major political, societal and economic challenge. Based on evidence presented in Kahanec and Zimmermann (2011), this policy paper proposes an agenda for diversity and minority integration in the European labor...