Purpose This paper aims to review and discuss customer satisfaction and its application to the hospitality and tourism industries. This paper defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. This paper is a revision and...

Purpose This paper studies buyer–supplier relationships (BSRs) by taking a routine-based approach and develops a taxonomy of BSRs. Recent advances in the BSR literature have shown that firms implement a host of diverse routines, called integrative practices, with their supply chain partners....

Purpose The purpose of this paper is to develop measurement scales for customer contact in a technology-generated context. Design/methodology/approach The authors adapted the scales of Froehle and Roth (2004), by following a systematic scale adaptation and development process. The adapted scales...

This paper reports the results of a research study aimed at conceptualizing and developing valid measurements of key dimensions of a strategy construct---termed Strategic Orientation of Business Enterprises. This construct is first defined by addressing four theoretical questions of scope;...

In order to measures the extent to which information technology provides competitive advantages, the construct "Competitive Advantage Provided by an Information Application" (CAPITA) was operationalized. A field survey gathered data from 185 top information systems executives regarding...

When measuring (complex) attitudes within a social survey, researchers often use balanced lists of positive and negative items. The purpose of the present research is to investigate: (a) whether a specific order of measurement scale items can lead to the bipolar (single-dimensional) concept...

Purpose – The purpose of this paper is to explore the relationship between ISO 9000:2000 certification and business results. It aims to provide reliable and valid constructs for measuring quality results and operative results in a specific sector: the furniture industry in Spain and to test...