... and service performance. Design/methodology/approach The author surveyed service organizations that have been implementing lean for at least two years and remotely maintained their activities during the COVID-19 outbreak. Multivariate data techniques were applied to analyze the dataset. This study...

... of marketing capability on the EO-performance relationship. Critically, this study also finds that marketing resources moderates on the indirect effect of EO on performance via marketing capability. The findings supporting both the mediation and moderation effects of marketing capability and marketing...

... a precursor to company performance. Research limitations/implications As is common in most research of this type, the present study is based on cross-sectional data. Practical implications Managers would be well advised to keep in mind that even minimum investments in human capital can make...

...Peter BeomCheol Kim; Kevin D. Carlson Purpose The purpose of this paper is to examine whether agreement between frontline employee self-ratings and supervisory ratings of service performance functions as an indicator of healthy supervisor-subordination relationships above and beyond what might...

... the factors that mediate the relationships between industrial services and firm performance remains limited. The purpose of this paper is to investigate the relationship between industrial service offerings, service orientation and firm sales and profit performance. Design/methodology/approach...

.... H1. In service companies, more internalization leads to more internal benefits. H2. In service companies, more internalization leads to more external benefits. © Emerald Group Publishing Limited 2013 Performance ISO 9001 Internalization Motives for certification...

... behaviour; and measuring its impact on customers. © Emerald Group Publishing Limited 2012 Market orientation Internal marketing Performance Service delivery Hotels Hospitality Services marketing Balanced orientation In the past few years, the notion of market orientation witnessed...

...Daniel I. Prajogo; Peggy McDermott Purpose This paper aims to examine the ten competitive dimensions of service in terms of relative importance and contribution to business performance, using the Importance‐Performance Analysis (IPA) matrix. Design/methodology/approach Empirical data...

...Steve Farner; Fred Luthans; Steven M. Sommer The quality service movement is often accused of being merely slogans, fads, and “hot topics”. In an effort to counter this assumption and continuously improve organizational performance, empirical research is needed. Examines empirically the popular...

... culture that is capable of high performance. We start with a brief discussion of the concept of culture. We then present a model of how to manage the organization toward sustainable high performance and conclude with a discussion of some practical steps you can take to improve your own organization’s...

...Marcjanna M. Augustyn; John D. Pheby While the tourism industry generally rejects ISO 9000 as a standard irrelevant for this sector, the article aims to assess potential impacts of ISO 9000 accreditation upon the performance of small tourism enterprises (STEs). Limited research within this area...

...Hsu‐Hao Yang; K.S. Chen Measuring service performance in an appropriate way has received widespread attention due to the vital role customer service plays in gaining competitive advantages. Since performance of customer service directly correlates with customer satisfaction, measuring service...

... indicators as part of key performance indicators. On the other hand, integrating quality systems and procedures into the organisation had a significantly negative relationship with increases in productivity. Based on the findings of this study, we conclude that the “soft” practices based on empowerment...

... can also serve as a learning frame for generating discussions on current issues in any organization. © MCB UP Limited 1998 Conflict Dispute resolutions Mediation Performance Public sector When Mrs Bailey retired from her position of unpostable department supervisor, a position...

...Charles E. O’Mara; Paul W. Hyland; Ross L. Chapman Performance measurement systems not only provide the data necessary for managers to control business activity, they also influence the behavior and decisions of managers. This being the case, a restrictive set of financial performance measures may...

... (organizers of the awards) that demonstrate that quality has a financial pay‐off. This is done through a comparison of stock values of many winners over several years compared with industry performance norms, and suggests the evidence is clear: quality initiatives are an investment not an expense. © MCB UP...