Purpose – Customer value has recently become a primary focus among many strategy researchers and practitioners as an essential element of a firm's competitive strategy. Many firms are engaged in some form of customer value analysis (CVA), which involves a structural analysis of the antecedent...

Purpose – The purpose of this paper is to examine the effects of organizational citizenship behaviour (OCB) on organizational effectiveness. Specifically, it investigates the impact of helping behaviour on a group where members withhold the effort on job. Design/methodology/approach –...

Purpose – The purpose of this paper is to discuss and assess the structural characteristics (conceptual utility) of the most popular classification and predictive techniques employed in customer relationship management and customer scoring and to evaluate their classification and predictive...

Purpose – The purpose of this paper is to propose a bicriteria integer programming model for hierarchical workforce scheduling in which the first criterion is the cost and the second is the suitability of task assignment to individual employees. The model is based on the integer programming...

Purpose – The purpose of this paper is to present an inductive methodology, which supports ranking of entities. Methodology is based on Bayesian latent variable measurement modeling and makes use of assessment across composite indicators to assess internal and external model validity...

Purpose – The paper aims to examine the nature of competition within an industry by proposing and examining three separate sources of competitive heterogeneity: the strategies that industry members use, the performance that they obtain, and how effectively the strategies are utilized to obtain...

Purpose – The purpose of this research paper is to study the enablers of Six Sigma and to establish relationship among them using interpretive structural modeling (ISM). Design/methodology/approach – The research paper presents a blend of theoretical framework and practical applications. In...