Purpose – The purpose of this paper is to provide a method for analysing and improving the operational performance of business processes (BPs). Design/methodology/approach – The method employs two standards, Business Process Modelling Notation (BPMN 2.0) and Business Processes Simulation...

Purpose – The purpose of this paper is to examine whether cultural backgrounds of nations are expressed through the web design of their companies. Actually, it investigates whether, in countries characterized by the same cultural matrix and language but by different national backgrounds, the...

Purpose: Previous research reports mixed results regarding the performance impact of servitization in manufacturing firms. To resolve this, the purpose of this paper is to develop a conceptually consistent and comprehensive measurement framework for both dimensions, servitization and its...

This paper proposes a model which analyses the role of technological innovation in the competitiveness and efficiency of the payment system industry. The performance of this industry is described through the use of a mathematical model and the strategies of platforms are analysed considering the...

This paper is about service productivity and perceived service quality. Both a high service productivity and a high customer perceived quality are two main drivers of good performances in service companies and they simultaneously occur as a consequence of a synergy of several drivers such as...