Purpose: Employee learning is imperative in the dynamic service environment; yet, much is still unknown about its strategic importance. The purpose of this paper is to extend the understanding of learning by focusing on the strategic importance of learning goal orientation (LGO) in...

Purpose: The Chinese Government encourages firms to diffuse their operational-level environmental management (EM) into their organization’s mission and strategy to develop strategic EM to promote sustainable development. The purpose of this paper is to utilize two concepts of institutional...

Purpose – The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer satisfaction in high‐contact service industries. Design/methodology/approach – An empirical study was...

Purpose: With the development of social media and Internet technology, many firms have started to use various crowdsourcing innovation platforms to operate their open innovation business modes. The purpose of this study is to explore how such platforms' assurance mechanisms enhance the...

Purpose – This study aims to empirically examine whether heterogeneity in personal customer profiles translates to heterogeneity in the valued operational e‐service design attributes. It focuses on a key operational e‐service design attribute – service quality – by investigating...

Purpose – This paper aims to explore the practice of quality management framework as a strategic tool for public management. Design/methodology/approach – The paper starts with a basic process‐based model; it then enhances the model with the quality management principles for continuous...

Purpose – The purpose of this paper is to study the implementation of ISO 9001:2000 in the public sector, using data obtained from a small‐scale and service‐oriented economy – i.e. Macao SAR, the People's Republic of China. Design/methodology/approach – Based on a literature review on...