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Reviews the role of non‐degree executive education in business schools. Suggests a focus on providing value to the external customer in executive education as a proactive way to force relevancy in teaching and research within business schools. Reviews strategies and policies associated with implementing such a focus on customer value. Discusses an executive education customer value‐determination system, which operationalizes some of these themes.

Destinations are strategic marketing units which consist of territorially delimited, consolidated areas of co‐operation. Options to improve a destination's competitive edge depend on the determinants of competitiveness. A destination's competitive position can be explained by factor conditions and conditions of demand, quality and structure of sectors involved, strategies as well as market and organizational structures. The competitive system depicted above forms the basis for the creation of “customer value” and therefore is a source of future competitive advantages. Customer value is the gap perceived by the customer between the perceived (multidimensional) benefit and the perceived (multidimensional) costs/prices of a destination compared to its competitors. The aim of the article is the explanation of “Customer Value Management” as a key strategy to affect a destination's competitive position by means of supply‐side measures as well as the communicated and achievable relative consumption/cost position.

A remarkable amount of theory‐based research is beginning to suggest that, even in organisations that pride themselves on having a quality orientation, the approach driving current policies and practices for human resource (HR) performance appraisal might be in fundamental conflict with essential requirements of total quality management (TQM). Seen in this light, this article aims to explore such (in)consistency between HRM theory and TQM precepts and assumptions.

Given that there is relatively little evidence regarding the nature of HR performance appraisal in quality‐driven organisations, this research used a combination of quantitative and qualitative investigation of performance appraisal and TQM assumptions.

The research highlights that while some of the quality management gurus, followed by other TQM scholars, advise organisations to relinquish and eliminate performance appraisal practices, this is not a unanimous view in both the literature and practice.

The research has the potential to aid researchers in comprehending the broad and complex mix of performance appraisal practices with those criteria underlying TQM. Therefore, the fundamental need is for more empirical research and analysis in order to test various theoretical assumptions about the impact of HR‐related practices on organisational performance in quality‐driven organisations.

The results of the research should enable practicing managers to determine which HR performance characteristics are more consistent with TQM initiatives. In particular, the research findings should also facilitate more valid diagnosis of TQM failures.

The paper highlights that the effectiveness of TQM can be enhanced by designing a performance management system that fits the culture and strategy of the organisation and also strongly supports a quality‐driven management strategy.

For its sustainable growth, an organization should drive customers from the role of consumers of products or services to value co-creators. Logistics performance, which produces value for customers, may activate value co-creation behavior among them. The purpose of this paper is to investigate entrepreneurial orientation (EO) as the determinant and customer value co-creation behavior as the outcome of logistics performance.

The data for this research came from 328 dyads of logistics managers of chemical manufacturers and purchase managers of their customer companies in Vietnam context. The data were analyzed using structural equation modeling approach.

The research results confirmed the role of EO in predicting logistics performance. Logistics performance was also found to positively influence customer-organization identification, which, in turn promoted customer value co-creation behavior.

Entrepreneurship, logistics, and marketing research streams converge through the research model of the relationship between EO, logistics performance, and customer value co-creation behavior.

During the past decade, corporations have experienced a number of environmental “shocks” which have forced CEOs to examine the nature of their enterprises. Today, more so than ever before, executives are having to react to the concerns of various internal and external stakeholders. Among the key concerns of CEOs are: increased competition, especially at the global level, environmental issues (e.g. “green marketing”), and the demands of various stakeholder groups. The result of this new competitive environment is heightened pressure for businesses to perform.

This special “Anbar Abstracts” issue of the Journal of Management in Medicine is split into six sections covering abstracts under the following headings: General Management; Personnel and Training; Quality in Health Care; Health Care Marketing; Financial Management; Information Technology.

This special “Anbar Abstracts” issue of the Marketing Intelligence & Planning is split into nine sections covering abstracts under the following headings: Business Strategy; Marketing Strategy; Customer Service; Sales Management; Promotion; Marketing Research/Customer Behaviour; Product Management; Logistics and Distribution; Sundry.

This special “Anbar Abstracts” issue of the Leadership & Organization Development Journal is split into four sections covering abstracts under the following headings: Culture, Change and Intervention; Management Styles and Techniques; Leadership and Decision; Communications.

Traces the evolutionary process leading from traditional supply chain logistics. This is accomplished by tracing three foundational concepts – the total cost concept; the systems approach; and the customer service concept – to assess their influence on service response logistics. Anticipates continued interest in this area as organizations seek to structure themselves to be responsive to the changing needs of their individual customers.

Foreign manufacturing firms operating in mainland China face an adverse operational environment caused by poor quality management staff and the undereducated workforce. The implementation of TQM is particularly difficult in this environment. Based on case studies of 20 TQM firms and practical consultancy experience in mainland China, this paper analyses the difficulties in implementing quality management and offers a number of suggestions for step by step implementation of TQM. As found in our studies, manufacturers may institute the necessary changes in both organizational quality culture and management systems progressively by assessing their unique operational environment and the practical improvements achieved on a continuous basis. Matrix organizations with project teams may provide them with a smoother transition from traditional organizational structure to team based structures in TQM. Those changes in management systems and organizational cultures may be supported by the necessary organizational policies, further instituted and sustained by the adoption of the ISO 9000 quality management system.

Describes the process and outcomes of operationalizing the 14 dimensions underlying the SPC implementation/practice construct. Employs a standard procedure to create a measurement instrument comprising 14 measurement scales, with the number of constituent measurement items ranging from one to four, that correspond to the 14 dimensions underlying the SPC implementation/practice construct. Reports the results of assessing three properties of measurement quality for these newly‐created measurement scales, namely: face validity, internal consistency reliability and uni‐dimensionality. Such a measurement instrument can then be applied to examine antecedents and consequences of SPC implementation/practice and to diagnose existing organizational efforts at implementing and practicing SPC and to identify opportunities to improve organizational implementation and practice of this quality improvement intervention. Demonstrates the application and interpretation of the SPC implementation/practice measurement instrument within one organizational setting. Concludes by identifying future research needs.

This paper aims to explore how the entertainment economy excludes individuals and facilitates private investment, the problematic shift towards a “creative economy” and increased regulations within Sydney’s entertainment sector. It also examines how a grass-roots, rural festival can be regarded as an extension of the urban context. It discusses the alternative counterculture(s) that exist despite (or perhaps because of) increasing inaccessibility and regulation, using as a case study an activist collective created in this climate, the Marrickville Warehouse Alliance, focusing specifically on its Star Shitty River Retreat festival.

A phenomenological, mixed-method approach is used with a focus on qualitative in-depth interviews with festival organisers.

This paper demonstrates how politics, embedded within urban place, can be transported to a rural festival site. The phenomenological accounts recorded with the festival organisers, paired with key theories within the literature, demonstrate how organising committees can shape the understanding of place and politics in grass-roots festival environments.

By leaving “no trace” on the site and engaging with and contributing to the indigenous community, the Star Shitty River Retreat festival can be categorised as a type of “creative enhancement”, in which a shared environment of political and communal understanding creates a unique, yet temporary, sense of place within a rural setting.

There is limited literature on the Australian festival context. The finding that rural festival sites can be regarded as an extension of the urban context lends itself to the concept of de-territorialisation or blurring of city boundaries, reinforcing how a festival’s geographical location is of little significance when supported by “portable communities”.

Soft total quality management (TQM) aspects are the facets of TQM that mainly concern with the management of human resource in a way to achieve the results of employees' job satisfaction. Based on this approach, the objective of this research is to examine the relationship between the most popular five soft TQM aspects and employees' job satisfaction in “ISO 9001” certified Sudanese oil companies.

Data were collected through questionnaires from employees across a total of five Sudanese oil companies owned by the government, and adopting an ISO-9001 quality program. The total population of the study consists of 1,505 permanent employees, while the sample size was 253 employees, determined by adopting a stratified random sampling technique. The multiple regression model was adopted for data analysis.

The results showed that the construct of soft TQM aspects including “top management commitment”, “employee empowerment”, “teamwork”, “training and education” and “employee involvement” explain 74% in the variance of employees' job satisfaction. Results showed positive association between soft TQM aspects and employees' job satisfaction at the 5% significance level. It was also found that each individual variable of the five soft TQM aspects has a significant positive association with employees' job satisfaction. Meanwhile, the results indicated that the most important soft TQM aspect in explaining the variability of employees' job satisfaction was the “employee empowerment” with the highest correlation coefficient (β) of (0.189).

The study recommends that in order to achieve their primary goal of employees' satisfaction, HR practitioners within organizations adopting total quality programs should align their practice in such a way to enhance soft aspects of TQM. Policy makers and top management in order to gain long-term infrastructural benefits obtained from employees' job satisfaction should show a visible support to TQM programs and allocate necessary resources to train their staff in the quality management system that enhance their empowerment and involvement. The study also recommends that since soft aspects of TQM raise their job satisfaction, employees should support and conform to quality management systems within their organizations.

The paper focuses on soft TQM aspects’ practical implementation. The findings make a significant contribution by using ISO-certified governmental Sudanese oil companies and tested the hypothesized model entails the impact of soft TQM implementation and employees' job satisfaction.

The purpose of this paper is to develop a relationship between the leader’s management problem-solving styles (MPSS) and total quality management (TQM) focus.

The study is based on C.G. Jung’s (1923) four psychological functions or cognitive styles, which are involved in information gathering and evaluation by sensing, intuitive, thinking, and feeling. The combination of these psychological functions makes possible ways of results: sensing-thinking (ST), sensing-feeling (SF), intuitive-thinking (NT), and intuitive-feeling (NF) for management problem solving. The empirical data for this study were drawn from a survey of 111 firms in India. A one-way analysis of variance approach has been applied for analysis in this study.

The authors review the extant literature and present a conceptual framework to establish the relationship between different management problem-solving styles and TQM focus. The literature on TQM shows two distinct achievable results: continuous improvement and innovation. The findings of the study support all the hypotheses and the results show that leaders with ST and SF profile are comfortable with the continuous improvement while leaders with NT and NF profile focus on innovation in the organization.

The results of this study emphasize the importance of knowing the appropriate MPSS to TQM focus. The results will help leaders in continuous improvement and innovation to make proper decisions and smooth functions to achieve maximum performance.

This paper can be useful for the organizations to achieve more effective leadership in decision making and improve perception-information model as a leader’s cognitive style. Moreover, this paper also attempts to inspire researchers to include the cognitive styles in studying the effect of the leaders on TQM focus while implementing it effectively in the organizations.

The aim of this paper is to examine the impact of implementing Six Sigma system on job satisfaction and employee morale, and how job satisfaction, employee morale and Six Sigma implementation are to support each other.

The paper builds a research framework which includes the variables of Six Sigma, job satisfaction, and employee morale. The research methodology is the use of a field survey questionnaire of a Taiwanese company.

The paper finds that the method of Six Sigma implementation in Taiwanese company was by a top‐down approach, where is the managers received the training and then were expected to pass on the relevant knowledge to their subordinates. It also reveals that one key issue in Six Sigma implementation is which organizational departments should first receive the Six Sigma training. the field study found that the first departments related to logistics management, and then onto production line departments. Implementing Six Sigma training has impact on organizational job satisfaction and employee morale. The performance of Six Sigma training was able to achieve job satisfaction and employee morale, but the employees who participated in Six Sigma training were more positive with regard to job satisfaction and employee morale.

Every organization has their special characteristics in relation to the Six Sigma system, job satisfaction and employee morale. The organization should aim to better understand the relationship and content of job satisfaction and employee morale with regard to successful Six Sigma implementation.

The Malcolm Baldrige National Quality Award Criteria provide key competitive requirements of any business. However, many individuals perceive the criteria as being too complex or impractical to implement. Views the criteria as a basic set of management processes and casts these into the classical framework of managerial roles: planning, organizational, co‐ordinating, directing, and controlling. A sixth category, continuous improvement, extends the classical framework and redefines the role of a manager in the total quality environment.

The purpose of the paper is to determine the impact of cultural values on the success of TQM implementation in Isfahan University Hospitals (IUHs), Iran, 2004.

In this paper survey questionnaires were used to elicit responses from hospital managers and employees. Data collected included the characteristics of organizational culture in IUHs and the degree of TQM success and its implementation problems in these hospitals.

The paper finds that TQM success in IUHs was medium. Implementation of TQM was very low, low, medium and highly successful respectively in 16.7, 16.7, 58.3 and 8.3 percent of hospitals. TQM had the most effect on process management, focus on customers and leadership and management and less effect on focus on suppliers, performance results, strategic planning and focus on material resources. Human resource problems, performance appraisal and strategic problems were the most important obstacles to TQM success respectively. A total of 75 and 25 percent of hospitals had mechanistic and organic structure respectively. In total 41.6 percent of hospitals had weak organizational culture versus 58.4 percent medium culture. The success of TQM in hospitals with organic organizational structure and medium organizational culture was higher than mechanistic and bureaucratic hospitals with weak organizational culture (p<0.05).

The paper shows that TQM requires a quality‐oriented organizational culture supported by senior management commitment and involvement, organizational learning and entrepreneurship, team working and collaboration, risk taking, open communication, continuous improvement, customers focus (both internal and external), partnership with suppliers, and monitoring and evaluation of quality. By replicating this study in different countries and contexts the results could be very helpful for developing a model of TQM that can be implemented successfully in a cross‐cultural context.

This paper proposes and tests a set of measures to operationalize customer value in a business-to-business context. A classification of 13 drivers encapsulating the two dimensions of customer perceived value, benefit, and sacrifice is suggested which can act as the basis for the measurement of customer perceived value relevant to most business-to-business environments involving products, services, and relationships. First, the construct is circumscribed by raising five theoretical questions; then, it is conceptualized in terms of two dimensions, benefit and sacrifice, and 13 product-, service- and relationship-related drivers. Operational indicators are developed for each driver and tested with 209 organizational customers. An evaluation of the measurement properties within an analysis of covariance structure framework reveals that the operational measures developed satisfy to a high degree the criteria for unidimensionality, reliability and validity. Results suggest that 13 drivers underpin an understanding of the customer's value requirements in a business exchange.

The purpose of this paper is to examine leadership styles and their impact on TQM focus within Indian firms.

The empirical data for this study were drawn from a survey of 111 firms in India to examine the validity and reliability of the independent constructs (leadership styles: transformational, servant, adaptive, rational and kinesthetic); and two dependent constructs (TQM focus: continuous improvement and innovation). The data were analyzed employing correlation and multiple regression analysis to identify the influence of leadership styles on TQM focus.

The results of the study revealed that six of the nine hypotheses have a significant and positive relationship with TQM focus; one hypothesis is partial while rest two hypotheses are not associated with TQM focus. It is also found that leadership styles are more inclined to continuous improvement and perceived as dominant TQM practices than innovation.

This study used only two major variables, continuous improvement and innovation, as the outcome of TQM focus, but the outcomes are not limited. TQM focus is also related to other variables such as customer focus, product quality, employee involvement, benchmarking, etc. Future research should be extended by using other variables as the outcome of TQM focus.

The results can be beneficial for the current organization’s leaders to achieve appropriate leadership styles for effective and TQM focus. Moreover, this paper also attempts to inspire researchers to include the TQM focus in studying the effect of the leaders on TQM focus while implementing it effectively in the organizations.

The purpose of this paper is to present a framework for advanced relationship planning between a contract manufacturer and the other key players within the supply chain. In doing so it allows the contract manufacturer to achieve improved optimisation through better insight into current and future supply chain activity.

The research commences with a literature review that synthesises across total quality management (TQM), customer focus and contemporary business excellence to create a framework specific to contract manufacturing. The major elements were verified by surveys. Applicability and exploitability was validated using action research.

The paper confirms that horizontal alliances in either collaborative or cooperative form are in their infancy as regards contract manufacturing. The framework presented makes it possible for contract manufacturers to identify, evaluate and form relationships with competitors and complementor companies towards understanding the interdependence between all supply chain players.

Further refinements are possible and could include the determination of formal avenues for relationship development and guidance while operating within supply chains at different levels of development.

Understanding how supply players interact in the field of contract manufacturing will assist in determining the influence of cooperation and competition or a mixture of both. The framework presented will provide direction in unravelling the intricacies of the connections and therefore provide the contract manufacturer with a valuable tool for relationship planning.

The Advanced Relationship Planning Framework described offers a unique supply management approach from the supplier of contract manufacture viewpoint that synthesises across the TQM, Customer focus and business excellence.

The purpose of this paper is to report on a study which was carried out in order to explore and identify perceived barriers to productivity in six academic and six public libraries in Botswana, through an examination of the perceptions of library personnel. Both qualitative and quantitative data were collected by means of a questionnaire. The questionnaire used a 5‐point Likert scale to collect data on the measures of higher and lower productivity. The questionnaires were personally distributed to 111 respondents (63.7 per cent) out of a population of 174. The most pressing barriers to productivity were identified as: job dissatisfaction, a lack of facilities, a lack of training, poor management, a lack of commitment, poor relationships among staff and a lack of WITs/work teams. In spite of the lack of basic facilities and training, librarians could still improve their performance and maximise their output with the resources available. A change in their work attitudes and commitment to work could also make a great difference. The study recommends a three‐way communication process, work teams, active participation of librarians in the productivity movement, regular training in information technology and good work ethics, all of which should help improve productivity in both academic and public libraries in Botswana.

A successful supply chain should ensure that all participating members benefit from the marketplace. To achieve this goal, the supply chain members need to improve their competences all the time, which requires a continuous learning process. Thus, mutual learning, through knowledge sharing between the different members, is a necessary approach to increase the competence of supply chain partners. To realise efficient and effective knowledge sharing in a supply chain, this paper aims to explore and formulate a model that supports an enterprise with its management of the supply chain members' knowledge resource sharing (herein referred to as “advanced practice” and includes two levels of knowledge – strategic and operational). The model is based on the theories of supply chain management (SCM) and case‐based reasoning (CBR).

This research follows a conductive and inductive cycle. Firstly, based on the learning expounded through an extensive literature survey regarding SCM and CBR, as well as available empirical applications, the conceptual model is designed. Then the primary stage evaluation will be discussed regarding the feasibility and refinement of the model towards its maturity.

To share knowledge along the supply chain is theoretically sound, but a difficult task to realise in practice, due to the complexity of knowledge sharing between the different organizations.

This research explores one of the important topics in SCM – knowledge sharing within a supply chain, and the model also extends and explores a new tool for this knowledge‐sharing process by applying CBR methodology.

The designed model in this research will provide a practice‐oriented vehicle allowing the supply chain members to share and apply their knowledge.

This research applies CBR in the domain of SCM, it both enriches the available approaches to supply chain performance enhancement and enlarges the application domains of CBR methodology.

Quality has progressed from a rough conceptualization of a tactical problem to a viable competitive opportunity that should be maximized strategically. We discuss the viability of quality as a sustainable competitive advantage. Based on a longitudinal study of general service hospitals, we provide results indicating that quality not only has a temporal effect on organizational performance, but also translates into long‐term benefits. The findings of this study reinforce anecdotal claims of the efficacy of quality‐based strategies in improving organizational performance.

The purpose of this research is to examine the potential contribution of private branding to the service sector, and to integrate private branding into the SERVQUAL model.

A total of 300 customers of a health maintenance organization (HMO) were asked about the five dimensions of the service‐quality model and about several aspects of their HMO's private brand.

The study finds that satisfaction with service quality among subjects who were aware of the HMO's private brand was higher than that of unaware subjects when asked directly. In addition, a positive relationship was found between the perceptions of service quality in the HMO and the evaluation of a private brand in the HMO those customers who were aware of the private brand. The data analysis suggests that private branding constitutes an additional (sixth) dimension in the SERVQUAL model.

This research was conducted during the initial stages of the market penetration of the HMO's private brand.

HMOs, and other service providers, should consider private branding as a pivotal strategy in reinforcing service quality.

This research is of importance for service providers because it identifies private branding strategy as having significant marketing potential for improving service quality.

The purpose of this paper is to examine the impact of total quality management (TQM) practices on employees' work‐related attitudes, such as job involvement, job satisfaction, career satisfaction, and organizational commitment.

The paper proposes and tests 16 hypotheses on the relationship between TQM practices and work‐related attitude.

The results indicate that training and education have a significant positive effect on job involvement, job satisfaction, and organizational commitment. Empowerment and teamwork significantly enhance job involvement, job satisfaction, career satisfaction, and organizational commitment. Continuous improvement and problem prevention significantly enhance job satisfaction and organizational commitment. Customer focus does not contribute to job involvement, job satisfaction, career satisfaction, or organizational commitment.

The study was unable to evaluate the wider dimensions of TQM practices.

Managers should be aware that TQM practices have a positive effect on employees' work‐related attitudes (such as job involvement, job satisfaction, career satisfaction, and organizational commitment).

The paper focuses on TQM in practice, rather than on TQM in theory and/or TQM as organizational change.

Two major markets exist in manufacturing and both are rapidly changing. On the one hand, there are the traditional original equipment manufacturers (OEMs) who build their own end‐user products. Fewer and fewer of the vital components within the products sold are original. Instead, a structured network of supplier companies builds the components. These contract manufacturers may have a number of OEMs as clients and keep their manufacturing processes running full‐time by shifting jobs back and forth among client’s orders as demand requires. In recent years, more and more is required of the contract manufacturer. As well as working with traditional external forces the contract manufacturer now has to contend with the concept of complementors. This paper describes research into the concept of the complementor and proposes the complementor impact model for contract manufacturers. This new model demonstrates how contract manufacturers may capitalise relationships with fellow complementors. In doing so they themselves become superior complementors.

Much has been written about the strategic importance of added value as a means for achieving competitive advantage, but little attention has been paid to the meaning of the term “added value”. For the concept to realise its purported advantages, a better understanding of added value is crucial. To gain greater insight into the concept we undertook depth interviews with 20 leading‐edge brand experts to explore their views about the nature, roles and sustainability of added value. We conclude that added value is a multidimensional construct, playing diverse roles, and interpreted in different ways by different people. The more sustainable added values are the emotional values.

Addresses the value definition and conceptualization issues in a business‐to‐business professional services context. Finds that results of exploratory research reveal that providers and organizational customers do not perceive value as a static concept; rather, the value definition comprises a time aspect and is associated with the exchange value during the transaction itself and value in use after the transaction. Discovers that value exchange is made up of a set of quality and relational criteria, whereas value in use refers to financial, social, operational and strategic performance and furthermore, perceptual differences may be explained by the presence of causal ambiguity which refers to differences in competency level between providers and customers, between hierarchical levels and professional services.

Although customer‐perceived value is discussed widely in the literature, few empirical studies have been conducted due to an absence of operational measures. Reports on the development of measures and tests two customer‐perceived value structures using data collected from industrial customers of the information technology industry. The findings generally support both structures and provide empirical support for a value proposition with 13 value drivers. Furthermore, results indicate that most of the 13 drivers are assessed in a similar way by industrial customers of three service sectors surveyed, ICE (information, communication, entertainment), distribution and finance. Flexibility and responsiveness – two service‐related benefits – are important value drivers for all the business customers surveyed. Relationship value drivers are assessed the most differently in two of the three sectors studied, finance and ICE (information, communication, entertainment).

Though there is a wide acceptance of the strategic importance of integrating operations with suppliers and customers in the supply chain, many questions remain unanswered about how best to characterize supply chain strategies. Is it more important to link with suppliers, customers, or both? Similarly, little is known about the connections between supplier and customer integration and improved operations performance. This article seeks to investigate supplier and customer integration strategies by comparing US and East Asian companies. It is of paramount interest to find out how these strategies actually differ and affect performance of the companies.

This was carried out in three phases. In the first phase, a number of operations‐management related journals were skimmed to select about 30 research articles related to supply chain concepts and practices. In the second phase, investigation efforts narrowed down to supply chain management research conducted in East Asia and the USA. In the third phase, comparisons were made between East Asian and US companies' indicators of supply chain integration and performance.

The need to react to market changes and the critical role of the supply chain in meeting this need, and the potential benefits of integrating the supply chain, can no longer be ignored. This potential, however, will be realized only if the interrelationships among different parts of the supply chain are recognized, and proper alignment is ensured between the design and execution of the company's competitive strategy.

The implications for article findings on future research and practice in the new millennium are considered.

The aim is to recommend these findings to companies which are still at the infancy stage when it comes to supply chain management and integration with customers and suppliers.

The purpose of this paper is to shed light on the body of logistics customer service (LCS) research published in leading logistics journals from 1990 to 2017. Specifically, the paper presents a call to arms for logistics and supply chain researchers to address new and emerging issues impacting customer service in the age of omnichannel and e-commerce retailing.

The authors reviewed academic journals to identify articles focusing on LCS from 1990 through 2017. The authors noted trends in academic research activity/focus and supplemented the findings by examining more recent trends covered in trade publication articles.

The authors observed a large amount of LCS research in the early 1990s and 2000s, but noticed a substantial decline in coverage within academic journals since the late 2000s while industry continues to give customer service issues even greater attention. The difference between the level of coverage within academic journals and the increased importance firms place on customer service represents a critical gap and opportunity for scholars. This research represents a “call to arms” to address this gap. With particular emphasis on observed customer impatience and escalating requests, within omni- and e-commerce channels of distribution, we suggest greater theoretical insights into customer service strategies and their role in successfully navigating today’s changing logistics service environment are needed.

The review serves as a call for more attention to customer service issues within leading logistics journals. Suggestions for research into new and emerging topics are offered.

The concept of customer value is becoming increasingly used in strategy and marketing literature in recent years. Customer value is considered central to competitive advantage and long‐term success of business organizations. Consequently, a great importance attached to this concept. This paper attempts to build an integrative configuration of the concept of customer value that reflects its richness and complexity. It reviews, synthesizes and extends the literature on the subject. The configuration includes three complementary models, namely: customer value in exchange, customer value buildup, and customer value dynamics. Thinking about customer value in this way is helpful in the designing of and studying service offerings.

The purpose of this paper is to obtain a better understanding of the extent to which lean production permeates manufacturing companies in Malaysia by drawing on supply chain management (SCM) managers' or production managers' perception of lean production practices and level of performances in the industry.

The instrument used in this study is a structured survey questionnaire consisting of two major parts. The first part comprises several variables measuring lean production practices, and the second part consists of several performance measurements. Sample companies are chosen from Malaysian manufacturing companies listed in the Federation of Malaysian Manufacturers directory. From the 300 companies sampled, 200 responses were completed, representing a 67 per cent response rate.

The results support the conceptual model, demonstrating strong association between lean production, product quality performance, and business performance. The structural equation modelling (SEM) results reveal that “reduced setup time” appears to be of primary importance in the linkage between lean production, product quality performance and business performance. It is also instructive, from a score of 67.21 on the Malaysian Lean Production Index (MLPI), that manufacturing companies in Malaysia must marshal their effort to implement a more effective lean production SCM in order to improve on product quality performance and business performance.

This research adds to the body of knowledge on lean production SCM in manufacturing industry. This paper may be of particular interest to practicing production managers, or SCM managers, as it suggests what factors should be emphasized in lean production.

The originality of this paper lies within the context in which this study is undertaken as it seeks to address key relationships between lean production, product quality performance and business performance within the Malaysian manufacturing industry, where relatively few studies are available. In addition, relationships between constructs are analyzed through SEM that measures not only magnitude but also the causal direction of the relationships.

Explains that benchmarking ‐ the process of identifying superior performance or practices of other organizations and internalizing such knowledge for competitive advantage ‐ is performed typically on a project‐by‐project basis. Argues that a better understanding of benchmarking at the project level would help to reveal reasons for successful benchmarking at the organizational level. Develops a conceptual model to address the question of how characteristics of benchmarking teams and partner organizations impact on benchmarking project outcomes. The model focuses on the interaction of key teamwork and organizational variables, and provides a basis for empirical testing of benchmarking project implementation effectiveness.

It is well known that service quality, customer satisfaction and customer value are becoming the most important factors of business success for either manufacturers or service providers. However, many different conclusions have been reached and related studies are rather fragmented, especially with regard to customer value. Furthermore, there are few related studies with service quality, customer satisfaction and customer value and their influences on customers’ future behaviors in the telecommunication industry as the focus. In this paper, attention is paid to the measurement model of service quality in China’s mobile phone market based on the well‐known SERVQUAL model, but with modification on the basis of focus group discussions and expert opinions to reflect the specific industry attributes and the special culture of China. Emphasis is then paid to the study of the dynamic relationships among service quality, customer value, customer satisfaction and their influences on future behaviors after the key drivers of customer value and customer satisfaction are identified. All of them are based on the development of structural equation models by using PLS‐GRAPH Package.

In the behavioural science areas of psychology and consumer behaviour, the means‐end value hierarchy model has often been applied to understand individuals’ values structures ‐ in particular, the value of a company’s product/ service offering to its customers. Applying the means‐end value hierarchy model in a logistics context, logistics customer value can be thought of as a higher‐order evaluative standard for customers’ satisfaction and service quality evaluation processes. As such, it is important for a firm to know what its customers value when seeking to build a competitive advantage. Attempts to advance our understanding of logistics customer value through the application of the means‐end value hierarchy model to logistics. More specifically, investigates the customer value of logistics service in a business‐to‐business setting using the means‐end value hierarchy model. Uses focus group interview data for developing the customer value hierarchy.

University‐based executive education is big business, attracting the attention and resources of senior management in organisations. Surprisingly, a limited amount of research has been directed at the attendees themselves and even less research uses theory to understand the activity. This study targets executive attendees (n=245) and applies an action frame of reference to more deeply understand the issues surrounding their attendance at these programmes. Without that clear understanding, it is impossible to know if the time and money for this activity is being properly allocated.

In this paper, we study partial identification of the distribution of treatment effects of a binary treatment for ideal randomized experiments, ideal randomized experiments with a known value of a dependence measure, and for data satisfying the selection-on-observables assumption, respectively. For ideal randomized experiments, (i) we propose nonparametric estimators of the sharp bounds on the distribution of treatment effects and construct asymptotically valid confidence sets for the distribution of treatment effects; (ii) we propose bias-corrected estimators of the sharp bounds on the distribution of treatment effects; and (iii) we investigate finite sample performances of the proposed confidence sets and the bias-corrected estimators via simulation.

In recent years, a number of privileged individuals have entered the music industry in Zimbabwe, either as performers or entrepreneurs. The economic challenges in the country may have prompted these individuals to invest in music as a means of diversifying their income or exploring new business opportunities. To determine whether their interest in music is driven by entrepreneurship or genuine passion, a scholarly examination was deemed necessary.

A qualitative research approach with semi-structured interviews was used as the data collection technique. Narrative analysis was conducted on a sample of musicology students in Gweru, Zimbabwe.

The findings revealed the nepo babies’ interest in music is driven by legacy continuation – the responsibility to carry on with the name of the parent – harsh economic conditions, capitalizing on Internet and digital opportunities and mechanisms for psychological satisfaction during hardships.

Although there is a wide range of literature on musicpreneurship, there are gaps in studies that have examined whether a nepo baby's interest in music is motivated by musicpreneurship or a genuine passion for it. Therefore, the aim of this research is to contribute to the existing body of literature on African musicpreneurship, with a specific focus on Zimbabwe.

This paper provides a fuller characterization of the analytical upper bounds for American options than has been available to date. We establish properties required of analytical upper bounds without any direct reliance on the exercise boundary. A class of generalized European claims on the same underlying asset is then proposed as upper bounds. This set contains the existing closed form bounds of Margrabe, (1978) and Chen and Yeh (2002) as special cases and allows randomization of the maturity payoff. Owing to the European nature of the bounds, across-strike arbitrage conditions on option prices seem to carry over to the bounds. Among other things, European option spreads may be viewed as ratio positions on the early exercise option. To tighten the upper bound, we propose a quasi-bound that holds as an upper bound for most situations of interest and seems to offer considerable improvement over the currently available closed form bounds. As an approximation, the discounted value of Chen and Yeh's (2002) bound holds some promise. We also discuss implications for parametric and nonparametric empirical option pricing. Sample option quotes for the European (XEO) and the American (OEX) options on the S&P 100 Index appear well behaved with respect to the upper bound properties but the bid–ask spreads are too wide to permit a synthetic short position in the early exercise option.

Presents a conceptual framework and a set of research hypotheses that are intended to help explain the interfunctional co‐ordination between the logistics and information technology functions. Much has been written over the past decade regarding the strategic potential of the logistics and information technology functions for creating customer value, process efficiencies, and differential advantage for the firm. Additionally, the interrelationships that exist within business organizations have received considerable discussion within the literature. However, little attention has been paid to the co‐ordination of the logistics and information technology functions. The framework presented is based on a combined review of the logistics, information technology, and interfunctional co‐ordination literature. The constructs of interaction and collaboration are utilized to explain how differing levels of interfunctional co‐ordination affect the firm’s logistics information system. Initial support for the conceptual framework is provided by qualitative research. Finally, research results and concluding comments on implications for practitioners and future research are discussed.

Multiple classifier systems have been used widely in computing, communications, and informatics. Combining multiple classifier systems (MCS) has been shown to outperform a single classifier system. It has been demonstrated that improvement in ensemble performance depends on either the diversity among or the performance of individual systems. A variety of diversity measures and ensemble methods have been proposed and studied. However, it remains a challenging problem to estimate the ensemble performance in terms of the performance of and the diversity among individual systems. The purpose of this paper is to study the general problem of estimating ensemble performance for various combination methods using the concept of a performance distribution pattern (PDP).

In particular, the paper establishes upper and lower bounds for majority voting ensemble performance with disagreement diversity measure Dis, weighted majority voting performance in terms of weighted average performance and weighted disagreement diversity, and plurality voting ensemble performance with entropy diversity measure D.

Bounds for these three cases are shown to be tight using the PDP for the input set.

As a consequence of the authors' previous results on diversity equivalence, the results of majority voting ensemble performance can be extended to several other diversity measures. Moreover, the paper showed in the case of majority voting ensemble performance that when the average of individual systems performance P is big enough, the ensemble performance P^m resulting from a maximum (information‐theoretic) entropy PDP is an increasing function with respect to the disagreement diversity Dis. Eight experiments using data sets from various application domains are conducted to demonstrate the complexity, richness, and diverseness of the problem in estimating the ensemble performance.

A variety of phenomena such as world wide web, social or business networks, interactions are modelled by various kinds of networks (such as the scale free or preferential attachment networks). However, due to the model‐specific requirements one may want to rewire the network to optimize the communication among the various nodes while not overloading the number of channels (i.e. preserving the number of edges). The purpose of this paper is to present a formal framework for this problem and to examine a family of local search strategies to cope with it.

This is mostly theoretical work. The authors use rigorous mathematical framework to set‐up the model and then we prove some interesting theorems about it which pertain to various local search algorithms that work by rerouting the network.

This paper proves that in cases when every pair of nodes is sampled with non‐zero probability then the algorithm is ergodic in the sense that it samples every possible network on the specified set of nodes and having a specified number of edges with nonzero probability. Incidentally, the ergodicity result led to the construction of a class of algorithms for sampling graphs with a specified number of edges over a specified set of nodes uniformly at random and opened some other challenging and important questions for future considerations.

The measure‐theoretic framework presented in the current paper is original and rather general. It allows one to obtain new points of view on the problem.

Job Corps is the United State’s largest and most comprehensive training program for disadvantaged youth aged 16–24 years old. A randomized social experiment concluded that, on average, individuals benefited from the program in the form of higher weekly earnings and employment prospects. At the same time, “young adults” (ages 20–24) realized much higher impacts relative to “adolescents” (ages 16–19). Employing recent nonparametric bounds for causal mediation, we investigate whether these two groups’ disparate effects correspond to them benefiting differentially from distinct aspects of Job Corps, with a particular focus on the attainment of a degree (GED, high school, or vocational). We find that, for young adults, the part of the total effect of Job Corps on earnings (employment) that is due to attaining a degree within the program is at most 41% (32%) of the total effect, whereas for adolescents that part can account for up to 87% (100%) of the total effect. We also find evidence that the magnitude of the part of the effect of Job Corps on the outcomes that works through components of Job Corps other than degree attainment (e.g., social skills, job placement, residential services) is likely higher for young adults than for adolescents. That those other components likely play a more important role for young adults has policy implications for more effectively servicing participants. More generally, our results illustrate how researchers can learn about particular mechanisms of an intervention.

The purpose of this paper is to design and analyze a robust numerical method for a coupled system of singularly perturbed parabolic delay partial differential equations (PDEs).

Some a priori bounds on the regular and layer parts of the solution and their derivatives are derived. Based on these a priori bounds, appropriate layer adapted meshes of Shishkin and generalized Shishkin types are defined in the spatial direction. After that, the problem is discretized using an implicit Euler scheme on a uniform mesh in the time direction and the central difference scheme on layer adapted meshes of Shishkin and generalized Shishkin types in the spatial direction.

The method is proved to be robust convergent of almost second-order in space and first-order in time. Numerical results are presented to support the theoretical error bounds.

A coupled system of singularly perturbed parabolic delay PDEs is considered and some a priori bounds are derived. A numerical method is developed for the problem, where appropriate layer adapted Shishkin and generalized Shishkin meshes are considered. Error analysis of the method is given for both Shishkin and generalized Shishkin meshes.

As supply chain excellence matters, designing an appropriate health-care supply chain is a great consideration to the health-care providers worldwide. Therefore, the purpose of this paper is to benchmark several potential health-care supply chains to design an efficient and effective one in the presence of mixed data.

To achieve this objective, this research illustrates a hybrid algorithm based on data envelopment analysis (DEA) and goal programming (GP) for designing real-world health-care supply chains with mixed data. A DEA model along with a data aggregation is suggested to evaluate the performance of several potential configurations of the health-care supply chains. As part of the proposed approach, a GP model is conducted for dimensioning the supply chains under assessment by finding the level of the original variables (inputs and outputs) that characterize these supply chains.

This paper presents an algorithm for modeling health-care supply chains exclusively designed to handle crisp and interval data simultaneously.

The outcome of this study will assist the health-care decision-makers in comparing their supply chains against peers and dimensioning their resources to achieve a given level of productions.

A real application to design a real-life pharmaceutical supply chain for the public ministry of health in Morocco is given to support the usefulness of the proposed algorithm.

The novelty of this paper comes from the development of a hybrid approach based on DEA and GP to design an appropriate real-life health-care supply chain in the presence of mixed data. This approach definitely contributes to assist health-care decision-makers design an efficient and effective supply chain in today’s competitive word.

In recent years, domestic smog has become increasingly frequent and the adverse effects of smog have increasingly become the focus of public attention. It is a way to analyze such problems and provide solutions by mathematical methods.

This paper establishes a new gray model (GM) (1,N) prediction model based on the new kernel and degree of grayness sequences under the case that the interval gray number distribution information is known. First, the new kernel and degree of grayness sequences of the interval gray number sequence are calculated using the reconstruction definition of the kernel and degree of grayness. Then, the GM(1,N) model is formed based on the above new sequences to simulate and predict the kernel and degree of the grayness of the interval gray number sequence. Finally, the upper and lower bounds of the interval gray number are deduced based on the calculation formulas of the kernel and degree of grayness.

To verify further the practical significance of the model proposed in this paper, the authors apply the model to the simulation and prediction of smog. Compared with the traditional GM(1,N) model, the new GM(1,N) prediction model established in this paper has better prediction effect and accuracy.

This paper improves the traditional GM(1,N) prediction model and establishes a new GM(1,N) prediction model in the case of the known distribution information of the interval gray number of the smog pollutants concentrations data.

The purpose of this paper is to make multivariable gray model to be available for the application on interval gray number sequences directly, the matrix form of interval multivariable gray model (IMGM(1,m,k) model) is constructed to simulate and forecast original interval gray number sequences in this paper.

Firstly, the interval gray number is regarded as a three-dimensional column vector, and the parameters of multivariable gray model are expressed in matrix form. Based on the dynamic gray action and optimized background value, the interval multivariable gray model is constructed. Finally, two examples and comparisons are carried out to verify the effectiveness of IMGM(1,m,k) model.

The model is applied to simulate and predict expert value, foreign direct investment, automobile sales and steel output, respectively. The results show that the proposed model has better simulation and prediction performance than another two models.

Due to the uncertainty information and continuous changing of reality, the interval gray numbers are used to characterize full information of original data. And the IMGM(1,m,k) model not only considers the characteristics of parameters changing with time but also takes into account information on lower, middle and upper bounds of interval gray numbers simultaneously to make better suitable for practical application.

The main contribution of this paper is to propose a new interval multivariable gray model, which considers the interaction between the lower, middle and upper bounds of interval numbers and need not to transform interval gray number sequences into real sequences. According to combining different characteristics of each bound of interval gray numbers, the matrix form of interval multivariable gray model is established to simulate and forecast interval gray numbers. In addition, the model introduces dynamic gray action to reflect the changes of parameters over time. Instead of white equation of classic MGM(1,m), the difference equation is directly used to solve the simulated and predicted values.

Bounds on the rate of convergence of learning processes based on random samples and probability are one of the essential components of statistical learning theory (SLT). The constructive distribution‐independent bounds on generalization are the cornerstone of constructing support vector machines. Random sets and set‐valued probability are important extensions of random variables and probability, respectively. The paper aims to address these issues.

In this study, the bounds on the rate of convergence of learning processes based on random sets and set‐valued probability are discussed. First, the Hoeffding inequality is enhanced based on random sets, and then making use of the key theorem the non‐constructive distribution‐dependent bounds of learning machines based on random sets in set‐valued probability space are revisited. Second, some properties of random sets and set‐valued probability are discussed.

In the sequel, the concepts of the annealed entropy, the growth function, and VC dimension of a set of random sets are presented. Finally, the paper establishes the VC dimension theory of SLT based on random sets and set‐valued probability, and then develops the constructive distribution‐independent bounds on the rate of uniform convergence of learning processes. It shows that such bounds are important to the analysis of the generalization abilities of learning machines.

SLT is considered at present as one of the fundamental theories about small statistical learning.