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This paper aims to develop an appropriate model for customer-experience management (CEM) for the banking-services sector.

The research method used in this study is qualitative. Techniques used for data collection and data analysis are based on the grounded theory method and include open, axial and selective coding to develop a hierarchical model. Information and data, based initially on concepts in the literature, are gathered as open code through expert interviews with 11 academic and 20 industry experts from Iran. Research data are classified and filtered by micro and macro categories and validated and edited to provide the final model.

The final model of the study is based on expecting, conceptual and caretaking factors. Micro dimensions and related propositions for the banking industry are also identified.

The final model should have practical uses in the banking sector, enabling banking managers to successfully incorporate CEM into their strategy by focusing on the key elements.

The development of a model to measure customer experience is an important indicator for performance improvements in the banking industry. This is one of the few papers to propose an appropriate model for CEM for the banking-services sector and the first to do so in an Iranian context.

The paper validates a framework using the media synchronicity theory (MST) to study the effect of Social Media Use at Work (SMUW) on the performance “Work Performance” (WP) of the employee. For this, the study initially observed the effect of SMUW on shared vision (SV), network ties (NT), and trust (TRUST) on the knowledge transfer (KT) and the effect of all (SV, NT, TRUST and KT) on the WP of the employees.

A survey method was used to collect responses from 157 employees working at middle and lower-level managerial positions in the chemical companies of India. The data analysis uses variance-based, partial least square SEM, which has established a relationship between the constructs.

The results found a significant effect of SMUW on the WP of the employees. It was observed that the SV and TRUST can be significantly improved with the help of SMUW, contributing to the KT and simultaneously affecting the WP of the employees.

The study has examined the positive and significant effect of SMUW on the employees' SV, NT and TRUST. Improving SV, NT and trust (dimension of social capital) through social media allows employees to transfer more knowledge. An increase in KT among the employees further positively affected the individual and group performance within the organization. SV positively affected the employee's WP, but NT and trust negatively affected the WP. The research thus provides useful insight to the managers for effective use of social media in the workplace.

The study used MST to understand the effect of the use of social media in the workplace. The study is kind of first in the Indian context which has examined the effect of employees at managerial level in chemical companies, and thus contributes to the existing literature on social networks/social media from the organizational context.

Classical models of data envelopment analysis (DEA) calculate the efficiency of decision-making units do not differentiate between efficient units. The purpose of this paper is to present a new method for ranking efficient units and compare it with the other methods presented in this field.

In this paper, a new method is presented for ranking efficient units. To validate the proposed method, a real case, which was studied by Li et al. (2016) is examined and the rankings of the efficient units are compared with four other methods including the Andersen and Petersen’s super-efficiency, game theory and the concept of Shapley value and the technique for order of preference by similarity to ideal solution methods.

The results show that there is a high correlation between the rankings of efficient units obtained by the new proposed method and the other methods such as Andersen and Petersen’s super-efficiency, game theory and Shapley value methods.

The problem of ranking efficient units with the DEA method is an important issue for researchers. Extensive studies have been proposed to provide methods for ranking efficient units. This paper proposes a simple and fast method for ranking efficient units that achieves better results.

The purpose of this study is to propose a novel super-efficiency DEA model to appraise the relative efficiency of DMUs with zero data and stochastic data. Our model can work with both variable returns to scale (VRS) and constant returns to scale (CRS).

This study proposes a new stochastic super-efficiency DEA (SSDEA) model to assess the performance of airlines with stochastic and zero inputs and outputs.

This paper proposes a new analysis and contribution to the knowledge of efficiency assessment with stochastic super-efficiency DEA model by (1) using input saving and output surplus index for efficient DMUs to get the optimal solution; (2) obtaining efficiency scores from the proposed model that are equivalent to original stochastic super-efficiency model when feasible solutions exist. A case study is given to illustrate the applicability of our proposed model. Also, poor performance reasons are identified to improve the performance of inefficient airlines.

For the first time, a new SSDEA model for ranking DMUs is proposed. The introduced model produces a feasible solution when dealing with zero input or output. This paper applies the input saving and output surplus concept to rectify the infeasibility problem in the stochastic DEA model.

Considering the direct impact of retailers' performance on the economy, this paper aimed to propose a comprehensive framework to evaluate the performance of different branches of a retailer.

Through a case study, the weights of indicators were calculated by the best-worst method (BWM) and the branches' performance was appraised using data envelopment analysis (DEA).

The branches were ranked in terms of performance, and sensitivity analysis and statistical tests were conducted to realize the weaknesses and strengths of the branches. Then, some strategies were proposed using strengths, weaknesses, opportunities and threats (SWOT) analysis to improve the performance of the weak branches.

This paper contributes to previous studies on the evaluation of retailers' performance by proposing a triple framework based on resilience, sustainability and sales-marketing indicators. This paper focused on branches' operations and branches' optimization by improving performance in terms of these three indicators. This paper also offers a qualitative and quantitative analysis of retailers' performance, which has received less attention in previous studies.