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Article

Adenekan Dedeke and Katherine Masterson

This paper aims to explore the evolution of a trend in which countries are developing or adopting cybersecurity implementation frameworks that are intended to be used…

Abstract

Purpose

This paper aims to explore the evolution of a trend in which countries are developing or adopting cybersecurity implementation frameworks that are intended to be used nationally. This paper contrasts the cybersecurity frameworks that have been developed in three countries, namely, Australia, UK and USA.

Design/methodology/approach

The paper uses literature review and qualitative document analysis for the study. The paper developed and used an assessment matrix as its coding protocol. The contents of the three cybersecurity frameworks were then scored to capture the degree to which they covered the themes/items of the cybersecurity assessment matrix.

Findings

The analysis found that the three cybersecurity frameworks are oriented toward the risk management approach. However, the frameworks also had notable differences with regard to the security domains that they cover. For example, one of the frameworks did not offer guidelines with regard to what to do to respond to attacks or to plan for recovery.

Originality/value

The results of this study are beneficial to policymakers in the three countries targeted, as they are able to gain insights about how their cybersecurity frameworks compares to those of the other two countries. Such knowledge would be useful as decision-makers take steps to improve their existing frameworks. The results of this study are also beneficial to executives who have branches in all three countries. In such cases, security professionals could deploy the most comprehensive framework across all three countries and then extend the deployment in each location to meet country-specific requirements.

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Article

Adenekan Dedeke

This paper proposes a different approach to, and definition of, service quality. Service quality is framed as being dependent on composite results that a service provider…

Abstract

This paper proposes a different approach to, and definition of, service quality. Service quality is framed as being dependent on composite results that a service provider and its systems offer a customer. In contrast to the approach that depicts service quality as a discrepancy construct, this paper frames the concept as a fulfilment‐oriented construct. The premise of the paper is that each services sector should have service quality criteria that specifically fit its features and characteristics. To implement a context‐dependent services quality instrument, it is argued that managers could use a service quality grid to classify firms according to their outcomes and dominant service‐encounter interactions. Three kinds of dominant interactions are introduced: customer‐to‐staff, customer‐to‐technology, and customer‐to‐product/services. Three central recommendations are proposed. First, it is important for managers to define their services in terms of the dominant service interactions. Second, managers should develop their service‐quality instruments around the dominant interactions of their particular sector. Third, managers should develop service‐quality question items using the paired criteria approach to capture customer experiences during service interactions.

Details

Managing Service Quality: An International Journal, vol. 13 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

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