Purpose – While firms have widely adopted corporate social responsibility (CSR) initiatives in their supply chains, there is little work simultaneously examining the drivers and outcomes of such initiatives. Specifically, it is not clear how different institutional contexts may shape them. The...

Purpose – The paper aims to help companies develop a better understanding of customer needs through quantitative analysis of Kano's model. Design/methodology/approach – A novel approach is developed to measure and quantify the relationships between customer satisfaction and the fulfillment...