Considering their importance and place in the production of the GDP (Gross domestic product), services are regarded by academicians and practitioners as a key element in shaping the competitiveness of the national economy. Service quality drives the growth and progress of any company. Insurance...

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 Opportunity recognition and opportunity exploitation are two central concepts in the entrepreneurial process. However, there is a lack of both a clear specification of the content domains of the constructs and valid and reliable multi-item scales for their measurement. The paper aims to...

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...

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...