Sensitivity of the returns to scale (RTS) classifications in data envelopment analysis is studied by means of linear programming problems. The stability region for an observation preserving its current RTS classification (constant, increasing or decreasing returns to scale) can be easily...

This thesis is concerned with the development of decision support systems for determining performance targets and allocating resources in multi-unit organisations. These organisations are organised into networks of decision making units (DMUs) that seek to satisfy demand for services in the...

Using empirical data derived from the Greek banking sector, the authors attempt to model the influence of bank‐specific (market orientation) and customer‐specific (comparison shopping, influence by word‐of‐mouth‐communication and personal relations with banks’ employees) parameters...

Customer satisfaction is increasingly considered to be a basic determinant of business success, one that has considerable effect on firm performance (customer retention, re‐purchase and profitability). Seeks to add to previous but limited attempts to assess the service providers’...