Many organizations provide information technology services, either to external or internal customers. They maintain software, operate information systems, manage and maintain workstations, networks or mainframes or provide contingency services. A widely used framework on IT service quality (at least in the Netherlands) is the Information Technology Infrastructure Library (ITIL), which seeks to ...

In this study, the relationships between Human Resource Practices (HRPs), firm performance (service quality), and the mediation effects of employees’ abilities were examined. To assess the relationships between variables, before evaluating the fitted structural model, the measurement model was defined to verify that the measurement variables used to reflect the unobserved constructs do so in a ...

The popularity of new media channels in recent decade has offered fertile ground for electronic word-of-mouth (eWOM) communication. By enabling interaction between organizations and customers, eWOM communication may increase organizations’ capability of customer engagement (CE). Despite the acknowledged importance of eWOM as an important new channel for customer engagement in tourism industry, ...

Crowdsourcing platforms that attract a large pool of potential workforce allow organizations to reduce permanent staff levels. However managing this “human cloud” requires new management models and skills. Therefore, Information Technology (IT) service providers engaging in crowdsourcing need to develop new capabilities to successfully utilize crowdsourcing in delivering services to their clien...

Purpose – The purpose of this paper is to present research findings on the relation between internal/external sources of innovation and ICT as a supporter/enabler of FM organizations as well as on the strategic orientation towards open innovation of FM organizations. Design/methodology/approach – This study uses a qualitative research approach. The data collection includes qualitative semi-stru...

Leadership is commonly seen as an important variable affecting organizational performance. While the concept has been extensively studied, there is still much to be discovered regarding how leadership affects variables such as organizational culture, climate, and performance. Most of the research on leadership has been in for-profit organizations. While research on leadership in human services ...