Purpose – Drawing on the concepts of benchmarking and of fit as profile deviation, the purpose of this paper is to identify the critical dimensions of usage of internet based interorganizational systems (IOISs) of the best performing firms. Design/methodology/approach – Empirical evidence is...

Purpose – The purpose of this paper is to provide a critical review of the first ten years of the UK Government's “transport key performance indicator (KPI)” programme which benchmarks the efficiency of road freight operations. Design/methodology/approach – Documentation on nine...

Purpose – The purpose of this paper is to examine current practices of logistics cost management (LCM) in Mainland China and identify factors impacting on the effectiveness of LCM. Design/methodology/approach – The questionnaire‐based survey is conducted in Mainland China. To analyze the...

Purpose – The purpose of this paper is to propose an integrated supply chain performance measurement framework for the case of small and medium scale enterprises (SMEs) using set of qualitative and quantitative insights gained during the case study research. Design/methodology/approach –...

Purpose – Supply chain partnering (SCP) in internationally operating companies is still not adequately addressed in the literature. The purpose of this paper is to examine the factors towards effective SCP across two organizations of different origins (Company A and Company B)....

Purpose – To help fast‐food restaurants enhance their competitiveness and then increase their market share, the purpose of this paper is to measure the service performances of fast‐food restaurant franchises in the USA and identify salient factors influencing the service performances of...

Purpose – This paper aims to measure the comparative managerial efficiency of 24 leading third‐party logistics providers (3PLs) in North America and identify best‐practice firms among these 3PLs. Design/methodology/approach – This paper proposes data envelopment analysis to measure the...

Purpose – The purpose of this paper is to help fast‐food restaurants successfully penetrate foreign markets and then strengthen their foothold in those markets by identifying cross‐cultural differences in the perceived service quality of fast‐food restaurants; and by examining how those...

Purpose – The purpose of this paper is to help airlines gain a better understanding of passengers’ service concerns, identify opportunities for continuous service improvement, and then develop service benchmarking standards that can be a yardstick for the airline’s competitiveness....