Frequent commentaries in the literature have stated that certain critical success factors (CSFs) have to be accomplished in an organisation for an enterprise resource planning (ERP) system project to be successful. In this study we argue and demonstrate empirically that success in implementing...

The Hong Kong branch of an international investment bank hired additional staff in anticipation of increased business activity that eventually did not quite materialize and management was concerned about the effect of that decision on the bank's overall performance profile. This paper summarizes...

This paper proposes a research framework to conduct comparative studies of service quality and consumer satisfaction between two bordering cities. Through interviewing one city’s consumers about their consumption experiences in some selected services in both cities, we use the structural...

This paper links professional service firms’ resource-based strategies to their customer-focused performance for formulating service quality improvement priorities. The research applies the structural equation modelling approach to survey data from Hong Kong construction consultants to test...

This paper proposes a research framework to conduct comparative studies of service quality and consumer satisfaction between two bordering cities. Through interviewing one city’s consumers about their consumption experiences in some selected services in both cities, we use the structural...

This paper presents a systematic and operational approach to quality function deployment (QFD), a customer-driven quality management system for product development. After a comprehensive description of the relevant elements in house of quality (HOQ), the first and most influential phase of the...