Purpose – In service sector, measuring quality of services is generally acknowledged to be difficult as it involves many psychological features. Hence, identifying the determinants of service quality and linkages with customer satisfaction is a challenging research topic. In this study, the...

Purpose: The purpose of this paper is to determine the nature of the relationship between service quality and desired customer behaviours in the leasing market using an appropriate service quality measurement model. The authors take a step further by recognising the possible differences in...

Purpose: The purpose of this paper is to empirically identify key factors of UK food supply chains (SCs) that significantly contribute to CO2 emissions (CO2e) taking into account the life cycle assessment (LCA). The UK food supply chain includes imports from other countries....

Purpose: At its peak, the COVID-19 pandemic has created disruption to food supply chains in the UK and for the entire world. Although societal changes created some resilience within the supply chains, high volatility in demand creates supply, logistics and distribution issues. This is reflected...

Purpose: This research is elucidating quality control theories to reduce variation in chocolate manufacturing process in the UK food company that will help maintain the processes stable and predictable. The purpose of this paper is to reduce defects of the output; to identify the root causes of...

Purpose The purpose of this paper is to examine the role of digital supply chain (DSC) technologies in automotive supply chain resilience (SCR) practices to improve the supply chain performance (SC-Perf.) objectives of companies operating in the automotive industry. This study also compares the...

Purpose – This paper seeks to explore the performance of UK hotels, in terms of various service attributes, and whether it influences customers' intention to stay again. Design/methodology/approach – Data are used from online customer ratings of 664 hotels in the UK for the purpose. The...

Purpose – In general, demand for functional products is dependent on a range of promotions offered in various retail outlets. To improve promotional sales many retailers collaborate with manufacturers for planning, forecasting and replenishment. The purpose of this paper is to hypothesize that...

Purpose The technology evolution compels retail networks to introduce unique business models to retain customers and to gain a competitive advantage. Customer reviews available through social media need to be taken into account by retail networks to design a model with unique service operations...

Purpose – In this paper, the authors aim to examine the impact of resource capabilities on customer loyalty of UK hotels. Understanding this impact will help organisations to improve customer satisfaction in order to obtain improved customer loyalty. Design/methodology/approach – The authors...