Purpose – The purpose of this paper is to assess the applicability of a number of performance management techniques in the outsourcing process, in a business services context. Design/methodology/approach – Using a structured outsourcing framework, performance management techniques are...

Purpose The purpose of this paper is to develop a framework that incorporates both firm- and process-level factors for understanding location distance choice in the business process outsourcing (BPO) decision. Design/methodology/approach The research involved undertaking in-depth case study...

Attempts to show that environmental issues are becoming increasingly important as an attribute of the quality of goods and services. However, although firms appreciate the importance of good environmental practices there is a lack of awareness of how this can best be achieved, particularly in...

The aim of this article is to show how electronic commerce can fundamentally change the inter‐organisational processes at the interface between the buyer and supplier. It will be shown how electronic commerce is not only enabling the redesign of internal organisational processes but is...

Purpose – This paper aims to investigate how to improve business service quality (BSQ) in an e‐commerce environment. It also serves as a basis for developing a BSQ measurement instrument in an e‐commerce environment. Design/methodology/approach – The paper examines BSQ along four...

Since the 1970s, international manufacturing companies, in pursuit of world‐class goals, have been adopting and adapting management practices developed originally in Japan. Notable characteristics of such companies now include: a customer‐focused culture; a concentration on core competencies...