...Tony Garry; T.C. Melewar; Len Tiu Wright; Anne Broderick; Tony Garry; Mark Beasley Purpose This paper aims to explore current management attitudes towards benchmarking and its implementation within small business‐to‐business service firms in order to enhance a deeper understanding of benchmarking...

... consequences from the customer's point‐of‐view. Design/methodology/approach Drawing on resource‐dependence theory, value and dependence are established as fundamental characteristics of buyer‐seller relationships. Data envelopment analysis is used as a benchmarking tool to integrate these characteristics...

... Supplier relations Benchmarking An executive summary for managers and executive readers can be found at the end of this issue. Sourcing can therefore be described as more important that ever. First, what is bought in most firms has a large impact on the bottom‐line. In some organizations...

...Alan Miciak; Mike Desmarais Service quality performance is benchmarked at business‐to‐business and business‐to‐consumer call centers. Differences between call center types are observed including characteristics of operation, customer ratings of service quality performance, and employee ratings...

...Bjørn Andersen; Tom Fagerhaug; Stine Randmæl; Jürgen Schuldmaier; Johann Prenninger Represents a more popularized adaptation of the complete report written as documentation of the benchmarking activity in the project SMArTMAN SME. Uses benchmarking in the SMArTMAN SME project to increase...

... strategic orientation on the perspective of total quality management. Uses two group consensus management techniques (quality function deployment and analytic hierarchy process) and competitive benchmarking to demonstrate how a particular company can make a decision on which strategic marketing orientation...

...Charles Crespy; Van Miller; Thomas Becker Benchmarking is the process of identifying business practices that lead to superior performance. This is done by searching out those firms which are clearly the best at a particular endeavor. In exporting, the best firms have won the presidentially...