Purpose – This paper coins the construct of Service Orientation (SO) and empirically develops its measurement in the context of business‐to‐business (B2B) e‐commerce. SO is operationally defined as the business' overall propensity for delivering service excellence. The purpose of this...

This research demonstrates that operations agility---defined as the ability to excel simultaneously on operations capabilities of quality, delivery, flexibility, and cost in a coordinated fashion---is a viable option for retail banks encountering increasing environmental change. The question of...