Textual data has become increasingly common in business analytic data sets. While concept-based text mining offers a method of extracting meaningful information from text data, methods for monitoring of customer perceptions of business processes and products that are discussed in...

Purpose: The purpose of this study includes two parts. First, it introduces a machine-based method for model and instrument development and updating that integrates large sample qualitative data. Second, a new model and instrument for e-commerce customer satisfaction are developed....

Purpose – The purpose of the study is to examine how information technology, strategic planning processes, and people interact in an emerging e‐government environment. Design/methodology/approach – A discriminant model was developed to test the ability to distinguish between the...

Purpose – Radio frequency identification (RFID) can bring a lot of benefits to supply chain management. However, privacy issues caused by RFID surface constantly and can impede widespread implementation of RFID. The purpose of this paper is to propose a theoretical model to explicate the...

Purpose: The purpose of this study is to explore the direct and indirect effects of perceived provider professionalism and service recovery in enhancing patient satisfaction in a developing country. Design/methodology/approach: This study used a survey method to investigate satisfaction among...

Purpose: The purpose of this paper is to develop and examine a theoretical framework that evaluates the effects of banking consumers’ justice perception on their post-complaint mindsets. It also aims to help business strategists to customize service failure management activities to achieve a...

Abstract In this paper we present a mathematical model of a generic manufacturing system. The quality of the manufactured product is captured through one or more of its critical design/process parameters. Managers often face the dilemma of which product/process is to be singled out for...