... for service industries undergoing digital quality transformation. The study contributes to the Quality 4.0 literature by empirically demonstrating how its core dimensions align with emerging Quality 5.0 principles, particularly human-centricity, sustainability, and resilience. Practical implications...

... envelopment analysis (DEA) Service industry Service supply chain management (SSCM) Artificial neural network (ANN) Due to enhanced global competition, different sectors of society are striving to maximize their efficiency. To do so, each sector must monitor its performance through a suitable...

... and analysing a comprehensive model of employee well-being in emotional work settings of the civil aviation industry. Practical implications The study will aid the various service industries in the framing of the intervention and training programs, which would help in promoting the well-being of employees...

... rights only Benchmarking Customer satisfaction Educational services Customer retention Service industry Quality dimensions In that context, Camp (1989) points out that benchmarking is a method that can help companies achieve higher levels of services provided to customers. Also...

... – The paper is original and adds value in terms of advising the IT service outsourcing companies as to which pricing models to use. Dr Reema Khurana can be contacted at: rkhurana@imt.edu © Emerald Group Publishing Limited 2015 Information technology strategy Benchmarking Service industry...