Purpose The purpose of this paper is to critically evaluate the practice of IT cost benchmarking using IT managerial control ratios. First, numerous reliability and validity issues that this practice is plagued by are discussed. Second, recommendations on addressing some of these reliability and...

Purpose In recent years, organizational agility (OA) has garnered significant attention from the academic community. Despite a substantial rise in the academic literature on OA, the nuanced understanding of OA among academicians, practitioners and policymakers is limited. To address this...

Purpose – The purpose of this paper is to develop a new composite model using structural equation modelling (SEM) and analytic hierarchy process (AHP) for the selection of suppliers. Design/methodology/approach – In this paper the authors have made an attempt to arrive at the supplier...

Purpose Brand resonance will significantly improve the profits of the services industry in the twenty-first century. The purpose of this paper is to find the resonance score for modified customer-based brand equity (CBBE) model in mutual fund financial services and improve the conceptualization...

Purpose The purpose of this paper is to understand the link between trust, technology and supply chain collaboration and their impact on firms’ operational performances. Design/methodology/approach Based on extant literature, a hypothesized model was developed and tested using structural...

Purpose – The purpose of this paper is to develop a new model – namely service quality enhancement – in the electricity utility sector of south India and to test this model's fitness. Design/methodology/approach – Effective customer satisfaction investigation is a very important...

Purpose The objective of this research is to evaluate and rank the factors influencing omnichannel (OC) logistics, while also investigating the significant impact of big data analytics in improving these drivers of OC logistics. Design/methodology/approach Using exploratory sequential mixed...