Benchmarking: An International Journal: Volume 29 Issue 2

Benchmarking organisational innovativeness types for sustainability: a study of Indian firms

Kumar Verma Bhupendra, Shirish Sangle

The paper aims to explore the attributes and systemic characteristics of organisational innovativeness types in sustainability oriented firms in India. In dynamic business…

Satisfaction and value-in-use perceived by university students from the influence of the built environment, price fairness and teaching care

Marcelo Benetti Corrêa da Silva, Juliana Matte, Suélen Bebber, Bianca Libardi, Ana Cristina Fachinelli

This research goal was to analyze factors that may influence value-in-use and satisfaction perceived by university students, from the built environment, price fairness and…

Total quality management and sustainability in the public service sector: the mediating effect of service innovation

Ohoud Ali AlShehail, Mehmood Khan, Mian Ajmal

This study aims to critically investigate the structural relationships between total quality management (TQM), service innovation and sustainability performance in the public…

Embracing the employee orientation: does customer relationship matter in brand building?

Deepika Jhamb, Nidhi Kampani, Vikas Arya

The study aims to explore the themes responsible for employee orientation and further their role in building strong customer relationships in telecom and organized retail outlets…

Effect of information sharing in supply chains: understanding the roles of supply chain visibility, agility, collaboration on supply chain performance

Charles Baah, Douglas Opoku Agyeman, Innocent Senyo Kwasi Acquah, Yaw Agyabeng-Mensah, Ebenezer Afum, Kassimu Issau, Daniel Ofori, Daniel Faibil

Exploring ways to acquire, sustain and improve competitive positions in supply chains through information sharing, supply chain visibility, collaboration and agility have been…

A multi-attribute data mining model for rule extraction and service operations benchmarking

Hannan Amoozad Mahdiraji, Madjid Tavana, Pouya Mahdiani, Ali Asghar Abbasi Kamardi

Customer differences and similarities play a crucial role in service operations, and service industries need to develop various strategies for different customer types. This study…

How to use spontaneous customer comments to identify nonlinear background of satisfaction with restaurant services

Gerson Tontini, Luís Irgang, Adriana Kroenke, Ivan Hadlich, Jaime Dagostim Picolo, Josip Mikulic

The purpose of this study is to demonstrate how to use customer spontaneous comments to identify which aspects influence the overall customer satisfaction with restaurant services…

Prioritizing the economic indicators of SSC: an integrative QFD approach of performance prism and BSC

Ali Goharshenasan, Abbas Sheikh Aboumasoudi, Arash Shahin, Azarnoush Ansari

This paper aims to propose an integrative economic model of the GRI (Global Reporting Initiative) and performance prism based on concurrent engineering and developed balanced…

Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry

Pushpender Kumar, Anupreet Kaur Mokha, Subash Chandra Pattnaik

The purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role of…

A framework for supply chain coordination strategy in Indian engineering manufacturing and automobile sectors

Prabir Kumar Bandyopadhyay, Bowon Kim

In the present study, the authors have explored the research questions, “How do companies in the engineering and automobile manufacturing sector in India determine the…

The effect of TQM practices on INGOs' staff work-related attitudes

Noorliza Karia, Firas Izzat Mahmoud Saleh

This paper aims to investigate the impact of total quality management (TQM) practices on the work-related attitudes of International Non-Governmental Organisations (INGOs) staff…

Supply chain performance for a traditional shipbuilding industry in Indonesia

Yugowati Praharsi, Mohammad Abu Jami'in, Gaguk Suhardjito, Samuel Reong, Hui Ming Wee

Study in supply chain performance research on the shipbuilding industry is lacking. The purpose of this research is to study and provide guidelines to improve the performance of…

Benchmarking the practices of flexibility with maturity models and frameworks of organizational capabilities

Sanjai Kumar Shukla, Sushil

Organizational capabilities are crucial to achieve the objectives. A plethora of maturity models is available to guide organizational capabilities that create a perplexing…

The interplay between the Internet of things and supply chain management: challenges and opportunities based on a systematic literature review

Rômulo Marcos Lardosa Rebelo, Susana Carla Farias Pereira, Maciel M. Queiroz

This study aims to identify and analyze how Internet of things (IoT) technology affects supply chain management (SCM) performance.