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The purpose of this paper is to examine a multidimensional model of customer perceived value (CPV), customer satisfaction (CS) and loyalty from internet subscribers’ perspectives.

In total, 1,297 out of 2,000 online surveys were valid for the analysis. Confirmatory factor analyses were performed to assess the research constructs’ unidimensionality, validity and composite reliability. Structural path analysis was used to test the hypothesized relationships of the research model.

CPV positively affects functional and technical satisfaction as well as cognitive loyalty. Functional satisfaction positively affects technical satisfaction and attitudinal loyalty. Attitudinal loyalty positively affects cognitive and behavioral loyalty, and the latter positively affects cognitive loyalty. In total, 53 percent of variation in cognitive loyalty was caused by behavioral, attitudinal loyalty and perceived value path.

Future research could investigate other outcomes of CS dimensions, such as customer lifetime value, customer retention, profitability, return on investment and market share, and their effects on customer loyalty (CL). Future research can also examine the effect of other dimensions of perceived customer value on CS and loyalty dimensions simultaneously. Other future research areas are also outlined.

CPV acts as a cornerstone to developing a successful multidimensional program of CL through functional and technical satisfactions. Marketing directors need to focus on building CL schemes and strategies that should take into consideration the long-term and short-term loyalty.

Theoretically, using an intervariable perspective, this paper has responded to important calls for conducting research on the chain of perceived value, CS and loyalty chain. Practically, this paper is the first empirical research devoted to developing an intervariable approach to the chain of perceived value, CS and loyalty in the internet service market.

Building on the complexities of organizational knowledge creation the paper explores the alignment of knowledge management practices with the epistemological beliefs of individuals or groups in organizations. A pan‐European research project investigated individual’s philosophy about truth, knowledge and the optimum approach of knowledge creation. These individual viewpoints and requirements are then contrasted with the knowledge management practices implemented in organizations. The results highlight significant misalignment between knowledge management requirements in epistemological terms and individual’s perception of organizational knowledge management activities. The paper claims these differences lie at the heart of problems companies experience with extracting value from knowledge management initiatives. The paper suggests ways of identifying and evaluating resource transformations in organizations, in order better to understand and manage knowledge creation to grow the intellectual capital of organizations.

The acquisition of knowledge and other intangible resources often underlies merger and acquisition strategies. Past streams of research regarding the effect intangible resources have on merger and acquisition performance have been fragmented and remained mutually exclusive of each other. Introduces, in an attempt to integrate these streams of research, the intellectual capital perspective and argues that core intellectual capital has to be at the root of high value synergies. With the help of a case study presents a framework that can be used to identify core intellectual capital. Then discusses the conditions surrounding the trade of intellectual capital and their effect on value creation prospects. Proposes that the value creation potential of synergies involving core intellectual capital is a function of the conditions for trading and leveraging intellectual capital and the transformation inertia associated with the trade.

Presents a number of papers from the Performance Measurement Association conference held in July 2002. Reveals that all the papers investigate developments in the field of performance measurement and management since the Kaplan and Norton Balanced Scorecard was first introduced.

The purpose of this paper is to investigate the relationship between two major constructs (supply chain management practices (SCMP) and supply chain performance measures), which determines the efficiency and efficacy of retail-supply chain management, using a rigorous empirical method to validate the instrument scale for measuring the validity and reliability of the identified constructs. Additionally, the paper further tests the relationship between SCMP and supply chain performance measures using structural equation modeling (SEM).

Data were compiled and collected from 213 operations and supply chain (SC) heads from leading retail stores in India. Confirmatory factor analysis was used to test the validity of the proposed measurement scale and the relationship is tested using SEM.

The results of the research will help the decision makers in the SC/procurement field to understand the importance of the association between SCMP and supply chain performance measures. Statistical tests show that the implementation of SCMP are associated with supply chain performance measures, which leads to overall improvements; moreover, there is a statistically significant association between the five SCMP and eight SCPM.

This research is also needed to provide more understanding about the SCMP along with the supply chain performance measures and the positive association among them. Overall, this research provides an additional insight into the growing field of the relationships between SCMP and SCPM. Clearly, the field has ample space to grow in terms of research and practice.

This research paper contributes to the literature on supply chain performance measurement.

This conversation with Göran Roos explores leveraging the interrelated roles of intellectual capital and strategy in contemporary organizations. Roos has created frameworks which make the intangible of intellectual capital understood as a very real asset and to be cultivated, measured and appropriately exploited for competitive advantage. The conversation examines how to work with management to rethink strategies and practices to determine and utilize the drivers for intellectual capital growth, as well as how to rigorously valuate and effectively use intellectual resources throughout their enterprises to make significant differences. These approaches have been used in a wide variety of both private and public sector organizations around the world in a broad range of market segments.

This study evaluates the relative preference for local foods among foreign tourists. It also assessed how the sociodemographic profiles of tourists influence their local food preferences.

This research utilized a mixed-methods approach. The initial qualitative analysis phase involved semi-structured, in-depth interviews with stakeholders in Fiji’s local food sector, providing feedback on tourists’ preferred dishes. In the second phase, 204 foreign tourists were surveyed through the location intercept approach at various local restaurants, street food joints and eateries across Fiji. The preferences of these foreign tourists for the local food were subsequently analyzed utilizing the analytical hierarchical process (AHP) model and Chi-square statistics.

This research identified 25 local food dishes most preferred by foreign tourists. A pairwise comparison matrix revealed that “Kokoda” was most preferred, while “Tuna Ika Vakalolo” was the least preferred, and the normalized matrix presented the estimated overall priorities of the local foods based on taste and flavor. Among all the factors analyzed for their potential influence on the local food preferences of foreign tourists, “education attainment” and “marital status” were found to have no significant influence.

This study highlights the varied local dishes preferred by tourists, assessed through the AHP model, and provides the sociodemographic factors influencing these preferences. By identifying and presenting local Fijian dishes across regions and examining sociodemographics’ impact on food preference, this research provides invaluable implications for significantly benefiting the local food vending sector.

This case examines the queueing issues caused by the growth in popularity of one of the most visited Hindu temples in the world. On January 2, 2015, Ramesh and Vasantha Gupta visit Tirumala Venkateswara Temple, just a day after some 210,000 people crowded the 2,000-year-old site. The case describes the many enhancements that the temple administrator, Tirumala Tirupati Devasthanams (TTD), has implemented since its management of the temple complex began in 1932. The soaring popularity of the temple, however, has led to safety and comfort concerns for pilgrims. While challenging students to consider additional improvements that might benefit pilgrim throughput rate and time in the temple system, the case highlights the tension TTD must manage between maximizing efficiency and maintaining religious traditions. Additionally, the case demonstrates the importance of perceived waiting times in the management of queues.