The 21st century has brought both opportunities and challenges in our global, boundaryless world. Importantly, managers face a dynamic and interconnected international environment. As such, 21st century managers need to consider the many opportunities and threats that Web 2.0, social media, and...

The drive to measure service quality has become a major focus in many organizations, as the links between service quality and business performance have become more clear. Similarly, the development of SERVQUAL, an instrument for the measurement of service quality, has spurred much research in...