Measuring Business Excellence: Volume 21 Issue 4

The impact of internal marketing and market orientation on performance: an empirical study in restaurant industry

Reza Salehzadeh, Javad Khazaei Pool, Reihaneh Alsadat Tabaeeian, Mojtaba Amani, Marjan Mortazavi

The purpose of this paper is to investigate the effects of internal marketing and market orientation on organizational performance based on the balanced scorecard (BSC).

Perceived outcomes of action learning: study from a large public sector organization in UAE

A. Srinivasa Rao, Waheed Kareem Abdul, Nelson D’souza

The purpose of this study was to examine the impact of action learning programs on individual performance improvement and career progression in a large banking sector organization…

Operations sustainability maturity model: preliminary findings of financial services in developing and developed countries

David William Parker, Alicia Loh, Delroy Chevers, Indianna Minto-Coy, Luca Zeppetella

This paper aims to develop and apply a measurement instrument to identify a comparative metric that identifies operational sustainability maturity across sectors and countries.

How to visualize performance measures in a manufacturing SME

Carina Larsson, Anna Syberfeldt, Kristina Säfsten

The purpose of this paper is to identify strengths and weaknesses in the communication of performance measures and propose guidelines for the visualization of performance measures…

Managing SME with an innovative hybrid cost of quality model

Marcin Czajkowski

The purpose of this paper is to critically examine existing models for cost of quality. Having identified issues and limitations of historic models, develop and implement a novel…

Observing unobservable: estimating the time-varying efficiency of intellectual capital

Petr Parshakov

Company intellectual capital (IC) is nowadays considered as a key resource that can transform a company’s value. For this reason, the efficiency of IC is crucial for all…

A fuzzy cognitive mapping model for service supply chains performance

Abbas Rezaei Pandari, Adel Azar

The aim of this study is to present a model for service supply chain performance evaluation (SSCPE) based on fuzzy cognitive mapping (FCM).