Table of contents
Customer heterogeneity in operational e‐service design attributes: An empirical investigation of service quality
Rui Sousa, Andy C.L. Yeung, T.C.E. ChengThis study aims to empirically examine whether heterogeneity in personal customer profiles translates to heterogeneity in the valued operational e‐service design attributes. It…
Impact of value chain activities on quality and innovation
Daniel I. Prajogo, Peggy McDermott, Mark GohThis paper aims to explore the extent to which four elements of the value chain – marketing, research and development, procurement, and operations – are associated with product…
Design creativity: static or dynamic capability?
Arash Azadegan, David Bush, Kevin J. DooleyViewing creativity through the theoretical lens of the resource‐based view, the paper attempts to answer a fundamental question: is design creativity a static or dynamic…
Researching performance measurement systems: An information systems perspective
Marie Marchand, Louis RaymondThis paper aims to clarify the notions that underlie performance measurement systems (PMS) and to propose an information systems (IS)‐based characterisation and definition of PMS…
Shedding light on causation between ISO 9001 and improved business performance
Gavin P.M. Dick, Iñaki Heras, Martí CasadesúsThe adoption of the ISO 9001 Quality Management Systems Standard has proven to be a persistent and growing phenomenon in services and manufacturing, yet to date little research…
ISSN:
0144-3577e-ISSN:
1758-6593ISSN-L:
0144-3577Online date, start – end:
1980Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Tobias Schoenherr
- Prof. Constantin Blome
- Robert D. Klassen