Benchmarking: An International Journal: Volume 22 Issue 5

Benchmarking the service quality of airlines in the United States: an exploratory analysis

Hokey Min, Hyesung Min

The purpose of this paper is to help airlines gain a better understanding of passengers’ service concerns, identify opportunities for continuous service improvement, and then…

Exploring antecedents of extended supply chain performance measures: An insight from Indian green manufacturing practices

Rameshwar Dubey, Sadia Samar Ali

– The purpose of this paper is to explore the antecedents of Indian firms practicing green manufacturing practices and their impact on extended supply chain performance.

A performance evaluation framework for technical institutions in one of the states of India

Manik Chandra Das, Bijan Sarkar, Siddhartha Ray

Technical education plays an important role in the development of a country in this age of knowledge economy. Indian technical education system is facing many opportunities and…

Multicriteria analysis for benchmarking sustainability development

Hepu Deng

The purpose of this paper is to formulate the process of measuring and benchmarking the performance of sustainability development of organizations as a multi-criteria analysis…

Trends of cost efficiency in response to financial deregulation: The case of Indian banks

Rachita Gulati

The purpose of this paper is to examine the trends of cost efficiency (CE) of Indian banks in response to financial deregulation programme launched in early 1990s. More…

Evaluating the comparative efficiency of the postal services in OECD countries using context-dependent and measure-specific data envelopment analysis

Süleyman Çakır, Selçuk Perçin, Hokey Min

In an effort to help policy makers develop competitive postal service strategies, the purpose of this paper is to evaluate the comparative operating efficiencies of postal…

Estimating customer lifetime value for new product development based on the Kano model with a case study in automobile industry

Arash Shahin, Somayeh Mohammadi Shahiverdi

In previous studies, historical information of customer had been used for determining customer lifetime value (CLV). The purpose of this paper is to modify CLV estimation to be…

Survey of reverse logistics practices in manufacturing industries: an Indian context

V Ravi, Ravi Shankar

The purpose of this paper is to investigate the current status of reverse logistics practices used on four sectors of Indian manufacturing industry, namely, auto, paper, food and…

An exploratory evaluation of state road provision to commuters and shippers

Hokey Min, Thomas Lambert

Due to mounting fiscal pressures, the federal government as well as many state and municipal governments in the USA have had to re-examine their transportation policies. Tax…

Flexible benchmarking: a new reference model

Marcos Ronaldo Albertin, Heraclito Lopes Jaguaribe Pontes, Enio Rabelo Frota, Matheus Barros Assunção

The purpose of this paper is to describe and propose a new way to do benchmarking. It describes an explanatory case study whereby data are collected through an internet…

Benchmarking by Item Response Theory (BIRTH): A benchmarking method using IRT to build competitiveness scales for Brazilian technology higher education

Juliano Anderson Pacheco, Dalton Francisco de Andrade, Antonio Cezar Bornia

The purpose of this paper is to present a new method for benchmarking, which allows the construction of scales of competitiveness for the comparison of products using Item…

Assessing the comparative performance of banking branches

Ryan Balfour, Seong-Jong Joo, Hsin-hui I. H. Whited, Jerry W. Lin

– The purpose of this paper is to measure the performance and relative operating efficiency of mini branches of a commercial bank for internal benchmarking.

Exemplary Performance: Driving Business Results by Benchmarking Your Star Performers

Jaeyoung Kang