Purpose – The main objective of this paper is to critically appraise various service quality models and identify issues for future research based on the critical analysis of literature. Design/methodology/approach – The paper critically examines 19 different service quality models reported...

Purpose – The purpose of this paper is to offer the proposition that by marrying service‐learning and eLearning pedagogies, educators can devise innovative pedagogical approaches that respond to the personal characteristics and educational preferences of today's “millennial” learners....

Purpose – Now‐a‐days, logistics research focuses on the ability of logistics to deliver a quality service and generate greater satisfaction with the delivered service. Therefore, the aim of this work is to analyze the quality, satisfaction, and loyalty sequence in the logistic service...

Purpose – The purpose of this paper is to propose and evaluate a new matching sample comparison method, the industry size peer matching method. Design/methodology/approach – Based on archival financial data from Compustat and econometric methods, the paper first validates that such a method...

The ultimate goal of streamlining solutions for project management is to optimize the performance of the team. Automating business processes and integrating customized business solutions can not only increase productivity but also profitability. However, very few project‐ or service‐oriented...

Purpose – This paper aims to investigate the effect of two external factors – the “generalized” competition an organization faces, and the strategy it follows in response to its external environment – on the business value generated by its ICT investment. Design/methodology/approach...

Purpose – The purpose of this paper is to empirically investigate and compare the moderating effects of the two basic business process change paradigms – business process reengineering (BPR) and total quality management (TQM) – on the business value generated for firms by their information...

Purpose – To provide insights into current IT and total quality management (TQM) theory and practice on operational and quality performance, in particular the use of IT in supporting TQM policies and practices. Design/methodology/approach – Hypotheses derived from the key features of TQM and...

Purpose – Prior studies have found that productivity gains associated with information technology (IT) adoption, measured at either the firm‐ or aggregate‐economy levels, differ between developed and developing countries. The purpose of this paper is to extend prior cross‐country...