Quality of service (QoS) middleware is a core technology that will drive the next paradigm in distributed computing. It underlies how computer researchers are addressing the technical demands caused by the exponential growth of Internet activity, the demand for intensive computing in terms of...

Purpose – The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer satisfaction in high‐contact service industries. Design/methodology/approach – An empirical study was...

Purpose The purpose of this paper is to propose a framework to examine experiences of an information technology/information systems (IS) outsourcing service supplier as a signal of perceived service quality and to consider the moderating effects of information asymmetries and signal credibility....

Purpose The purpose of this paper is to investigate how customer participation (CP) influences the two contrasting relationship maintenance mechanisms: dedication and constraint, and identifies its antecedents in the context of business-to-business information technology (IT) services....

Purpose – This study aims to investigate the effect of communication effectiveness (CE) on service quality (SQ) leading to relationship quality (RQ) in IT service relationships. Design/methodology/approach – CE was decomposed into frequency, bi-directionality and quality of communication...

Purpose – The purpose of this paper is to introduce and discuss the concepts of service convergence and service integration, illustrate them in the context of the medical tourism industry, and link them to factors that contributed to the success of a medical tourism firm....

Purpose – The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of customer-e-retailer-third-party logistics provider, and to investigate the impacts of service quality on customer...

Purpose – Attracted by tremendous market opportunities of mobile business, many web services providers have started to expand their web services from traditional PC-based environment into the mobile-based environment. However, success in the web services cannot guarantee the success in the...

Scholarly research has produced conceptual knowledge that is based on real-life marketing phenomena. An initial aim of past research has been to produce marketing knowledge as a base for efficient business operation and for the improvement of productivity. Thus, an assumption has been that the...

In the current competitive market, many enterprises face the fierce competitions that are between the companies and also between supply chains. From the whole supply chain point of view, complete circulating logistic systems must include forward logistics and Reverse Logistics (RL). This study...