Purpose – This empirical survey research aims to identify the dimensions of service excellence culture for hospitals. Ultimately, a measurement tool was developed for hospital service excellence (i.e. HospiSE scale). Design/methodology/approach – The survey research involved qualitative and...

Purpose – This paper attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and the intention to remain in the network, and eventually manage the franchise network for long‐term...

Excellent service quality is crucial to business survival in the present banking environment in order to gain competitive advantage and corporate profitability. Thus, it is essential to analyze the means of measuring and evaluating service quality provided by banking institutions as they adjust...

Purpose – The purpose of this paper is to empirically test the proposed measure of sports service quality (SSQ) and examine the relationships between emotional experience (EE) and user satisfaction (US) for sports competitions/training venues (i.e. for the sport of badminton)....

Purpose – The purpose of this paper is to empirically validate the performance management framework for managing public sector performance, particularly public schools. Design/methodology/approach – The performance management framework was developed based on the balanced scorecard principle,...

Purpose – The purpose of this paper is to describe the procedures followed in developing and validating a context specific instrument to measure the performance of public schools in a Malaysian setting. Design/methodology/approach – The paper adopted the mixed methodology, qualitative and...