Measuring Business Excellence: Volume 23 Issue 2

Logistics performance measurement framework for companies with multiple roles

Dian Prama Irfani, Dermawan Wibisono, Mursyid Hasan Basri

Companies with multiple roles, as both a profit generator and public service provider, have specific characteristics that differentiate them from single-role companies. However…

A video-based assessment of likeability and usability in a play application of robots for children

Maria Luce Lupetti, Maria Franca Norese, Xiaolu Wu, Haipeng Mi

The purpose of this paper is to conduct research with children, who have different abilities from adults, in terms of language understanding and level of attention, is a…

Experiences and outcomes from a traveling innovation lab experiment

Florian Saegebrecht, Christian John, Peter Schmiedgen, Jörg Rainer Noennig

The purpose of this paper is a case study evaluation based on a mobile innovation lab experiment – a new training and service format that offers innovation trainings on a mobile…

Mechanisms of customer knowledge integration in the open innovation process: health-tech case

Raminta Jokubauskienė, Rimgailė Vaitkienė

This paper aims to reveal the expression and specificity of customer knowledge integration in the open innovation process in the health-tech sector.

Customer product returns – feedback and knowledge management

Alena Klapalová

The purpose of this paper is to provide a multidimensional understanding of the management of feedback from customer product returns and the management practices that lead to the…

Evaluation of the psychometric properties of the good management work habits scale

Sevag K. Kertechian, Silva Karkoulian, Hussein Ismail, Patricia Nassif

Good managerial work habits are essential for creating a favorable work environment that can stimulate everyone’s performance. This papers aims to explore the psychometric…

Examining the role of marketing motives and benefits of quality award frameworks

Flevy Lasrado

While the literature has examined various motives and benefits of quality management frameworks, it is limited with respect to marketing related motives and benefits. More…

Creation of value for business from the importance-performance analysis: the case of health clubs

Elsa Vieira, João J. Ferreira, Ricardo São João

The blue ocean strategy refers to how rebuilding the inputs that customers value in the designing of a new value curve fundamentally requires a four field of action structure…