Purpose – To empirically investigate the relationships among critical TQM factors and business results.Design/methodology/approach – Twenty-three hypotheses regarding the relationships among TQM factors and business results have been developed through literature review and tested using...

Purpose – The aim of this paper is to examine the degree of how customer service management (CSM) affects perceived business performance measures (PBPM) in Malaysian banks and finance companies. Design/methodology/approach – The aim was achieved through an empirical study involving a survey....

Purpose – This paper identifies key forces influencing the degree of managerial public relations (MPR), i.e. the practice of public relations (PR) as a strategic tool. Design/methodology/approach – Using survey data of nearly 300 PR consultants from English firms, the authors propose a...

Purpose – This paper aims to identify the generic service quality dimensions of technology‐based banking and to examine the effect of these dimensions on customer satisfaction and customer loyalty. Design/methodology/approach – The generic service quality dimensions are identified using an...

Purpose – Customer loyalty is a focal concern for marketers who seek to identify its antecedents and causal structure with the aim of better understanding, predicting and managing loyalty. The purpose of this paper is to model both current behaviour (measured as share of wallet) and future...

Purpose – This paper aims to propose and empirically test a theoretical model positing relationships among emotional intelligence (EI), creativity, proactivity, and attitudes towards entrepreneurship and entrepreneurial intent. Design/methodology/approach – A questionnaire survey was...

Purpose – This study presents a conceptual scheme concerning the core constituents of high‐performance work system (HPWS) and examines their effects on firm performance. Design/methodology/approach – This study proposes a conceptual scheme incorporating the universalistic and the...

Purpose – Green supply chain management is a concept that is gaining popularity in the South East Asian region. For many organizations in this region it is a way to demonstrate their sincere commitment to sustainability. However, if green supply chain management practices are to be fully...

Purpose – To empirically investigate the relationships among critical TQM factors and business results. Design/methodology/approach – Twenty‐three hypotheses regarding the relationships among TQM factors and business results have been developed through literature review and tested using...

Purpose – Close links between buyers and suppliers are increasingly cited as a critical differentiator of high and low performers in global supply chains. While the application of performance measures to manage supplier relationships has been well‐identified and encouraged in the literature,...