In this paper, we propose a case study approach to examine and assess the information required to underpin services for particular industrial service offerings. The focus of this paper is on the means by which service information requirements may be extracted and understood, as opposed to on how service information requirements are subsequently used. The term service information requirements re...

Electronic commerce has grown rapidly in recent years. However, surveys of online customers continue to indicate that many remain unsatisfied with their online purchase experiences. Clearly, more research is needed to better understand what affects customers’ evaluations of their online experiences. Through a large dataset gathered from two online websites, this study investigates the importanc...

The airline industry faces economic challenges making it paramount that they provide satisfactory service to customers relative to their expectations. This study uses a service quality-adjusted data envelopment analysis (SQ-adjusted DEA) to study US-based airline carrier operational efficiency. We found that airlines can overcome the traditional tradeoff between quality and productivity. Using ...