Purpose – This empirical survey research aims to identify the dimensions of service excellence culture for hospitals. Ultimately, a measurement tool was developed for hospital service excellence (i.e. HospiSE scale). Design/methodology/approach – The survey research involved qualitative and...

Purpose – This paper attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and the intention to remain in the network, and eventually manage the franchise network for long‐term...

Purpose – The purpose of this paper is to empirically test the proposed measure of sports service quality (SSQ) and examine the relationships between emotional experience (EE) and user satisfaction (US) for sports competitions/training venues (i.e. for the sport of badminton)....

Purpose – The purpose of this paper is to empirically validate the performance management framework for managing public sector performance, particularly public schools. Design/methodology/approach – The performance management framework was developed based on the balanced scorecard principle,...

Purpose – The purpose of this paper is to describe the procedures followed in developing and validating a context specific instrument to measure the performance of public schools in a Malaysian setting. Design/methodology/approach – The paper adopted the mixed methodology, qualitative and...

Purpose – Entrepreneurship in developing countries is arguably the least studied significant economic and social phenomenon. Previous studies focused on describing the attributes of entrepreneurship rather than providing a framework, in which entrepreneurs and policy makers alike can...

Purpose – Entrepreneurship in developing countries is arguably the least studied significant economic and social phenomenon. Previous studies focused on describing the attributes of entrepreneurship rather than providing a framework, in which entrepreneurs and policy makers alike can...

Purpose – This paper aims to test and compare the relative efficacy of three measuring instruments of service quality (namely Higher Education PERFormance (HEdPERF), SERVPERF and the moderating scale of HEdPERF‐SERVPERF) within a higher education setting. The objective was to determine which...

Purpose – This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector. The primary contribution is the insight offered regarding what factors affect service quality and the BSQ Index,...