... and effective service to customers. But what are the determinants essential for building a successful electronic service (e‐service) operation? This paper addresses this specific issue by isolating the essential determinants from the available literature, and assessing them individually to obtain better...

... quality culture change and encourage organizational‐wide commitment and involvement. The findings contribute to the development of a service excellence approach that helps identify customer requirements and secure performance improvement in restaurant operations. © MCB UP Limited 2001...

... practices and 19 operational performance measures covering strategy, human resources, service delivery and quality, service design and innovation, service value and measurement and business performance. Identifies the extent of any significant differences in overall practice and performance attainment...