Purpose – Previous research showed that there are some barriers which hinder the implementation of total quality management (TQM) in organizations. But no study has been undertaken to understand the interaction among these barriers and to develop a hierarchy of TQM barriers model. There is an...

Purpose: In a globalized environment, small and medium enterprises (SMEs) are facing formidable challenges. Not only do they have to keep up their profitability, but there is also a pressure from various stakeholders to add to their environmental and quality performance .The solution obviously...

Purpose: The purpose of this paper is to examine the impact of perceived social media marketing activities (SMMAs) on customer loyalty via customer equity drivers (CEDs) in an e-commerce context. Design/methodology/approach: The study surveyed 371 students from a large university in India. The...

Purpose: With increased competition in service sector due to dynamic nature of customers’ taste and preferences, service providers have realized the importance of co-creating with customers across various stages of new service development. Co-creating with customers require a focused...