Purpose: Prior research has shown that operational intellectual capital (OIC) and investments in lean practices (ILP) lead to better operational performance. However, there have been no empirical studies on the synergetic effects between OIC components and ILP. More specifically, the question...

This paper aims to investigate how to improve business service quality (BSQ) in an e-commerce environment. It also serves as a basis for developing a BSQ measurement instrument in an e-commerce environment. Design/methodology/approach – The paper examines BSQ along four inter-organisational...

Organisation theorists have long been aware of the organisational problems caused by environmental uncertainty. Recently supply chain theorists have identified the same issue for supply chains. It is the premise of this paper that one possible way of reducing these problems is through the use of...