A compelling argument raised by Bolton and Oliver, states that only customers’ assessment of continuously provided services, which may depend on performance-only evaluation, deserves attention. As libraries are services provided continuously and considered in general to be a public service, it is important to research this issue. Thus this paper discusses four research problems based on quality...

This article is aimed at identifying few selected service quality variables that impacted the organization performance in Malaysian Public Sector. The results of this study highlighted the close association between the service quality and the organization performance which confirmed that investments in quality should indeed resulted in better performance. The service quality variables that were...

In the emerging competitive and technological driven banking era, banks have to strive hard for retaining and enlarging their customer base. Electronic customer relationship management (E-CRM) is the combination of traditional CRM with the e-business applications marketplace. An E-CRM system provides financial institutions with the opportunity to establish individual and need oriented customer ...

oftware has become critical to commercially vital technologies that account for 12 million jobs and one trillion dollars of sales in the US alone.’ And it continues to become central to more products. making many new ones possible and reducing cost or increasing functionality in existing ones. In addition. software products contribute indirectly to the delivery of many other important products ...

In order to improve the results of projects, senior management of software development companies define programs to measure and improve productivity. This interest is related to the need to monitor whether the results of teams are aligned with organizational strategic goals and whether they are achieving the levels of productivity expected, such as, for example, the levels set for finance, cust...

PurposeHotel Industry is one of the most substantial factors for Tourism Industry. It could provide the necessary substructures for Tourism. Therefore the growth in Tourism industry depends on growth in Hotel industry. Hotel industry had a major growth in recent years in Iran; therefore the purpose of this paper is to explore the customer satisfaction in hotel industry. This paper aims to ident...

Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to exceptional service quality, satisfied patients, and ultimately to loyal customers. Specifically, we investigate the chain of events through which high-performanc...

There has been a major emphasis for manufacturing firms in Australia and New Zealand to seek certification to the International Quality Standards ISO 9000. These have been rapidly accepted as a standard for documenting processes and procedures. ISO 9000 is a process that typically shifts an organisation’s culture to allow successful Total Quality Management (TQM) implementation. Researchers fou...

The Balanced Scorecard (BSC) provides an outlook of an organization’s general performance; it integrates financial perspective with other performance aspects, like learning and growth, internal processes, and customer perspectives. The momentous issue, in implementation of BSC, is the proper selection of measures. The main objective of this paper is to introduce a novel approach in an attempt t...