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Measuring service performance in an appropriate way has received widespread attention due to the vital role customer service plays in gaining competitive advantages. Since performance of customer service directly correlates with customer satisfaction, measuring service performance that attempts to assess validity is a major concern for many firms. The new proposed index in this paper, the service performance index, involves observing the number of customer complaints that the firm receives. Since sample data must be collected to calculate these indices, the results may in some degree be exposed to sampling errors and even lead to incorrect conclusions. Taking sampling errors into account, the uniformly minimum variance unbiased (UMVU) estimator is used to develop a procedure in order to generate an index value that is more reliable.

The purpose of this study is to understand how ethical leadership and coworker ethical behavior will influence employee unethical pro-organizational behavior (UPB). In particular, the authors examine the mediating effect of moral disengagement on the relationship between ethical leadership and UPB and also investigate the moderating effect of coworker ethical behavior on the aforementioned effect.

Data were collected from 251 employee–coworker dyads from five organizations in Taiwan at two time points. Moderated mediation analysis was conducted to test the hypotheses.

The results show that moral disengagement mediates the relationship between ethical leadership and employee UPB. Moreover, the results show that coworker ethical behavior moderates the relationship between moral disengagement and employee UPB, as well as the mediated relationship between ethical leadership and employee UPB via moral disengagement. Specifically, both the moral disengagement–UPB relationship and the ethical leadership–moral disengagement–UPB relationship become weaker when coworker ethical behavior is high.

The results highlight the importance of creating an ethical work environment to get everyone behaving ethically in the workplace, because nurturing an ethical atmosphere in organizations will be useful in reducing the occurrence of UPB even for those who have high levels of moral disengagement.

This study shows that coworkers matter morally as much as leaders, demonstrating the importance of social influence from coworkers in organizations.

The purpose of this paper is to present a bibliometric analysis of scientific output of the knowledge management (KM), the aim being to offer an overview of research activity in this field and characterize its most significant aspects. In addition, this study aims to quantitatively analyze KM research trends, forecasts, and citations from 1993 to 2012 in Web of Science (WOS).

A total of 12,925 documents related to KM research were collected from following databases: Science Citation Index Expanded, Social Sciences Citation Index, Arts & Humanities Citation Index, Conference Proceedings Citation Index-Science, and Conference Proceedings Citation Index-Social Science & Humanities. These documents were carefully reviewed and subjected to bibliometric data analysis techniques.

A number of research questions pertaining to patterns in scientific outputs, subject categories and major journals, author keywords frequencies, characteristics of the international collaboration, most cited papers and significant papers distribution of KM research were proposed and answered. In addition, there are five research sights on KM research are as follows: management science, computer science, information science, business, and engineering. Based on these findings, many implications emerged that improve one's understanding of the identity of KM as a distinct multi-discipline scientific field.

Comprehensiveness and inclusiveness of the analyzed KM-related data set in WOS because of some KM-centric journals are not indexed by Thomson Reuters.

The paper offers an overview and evaluation of research activity into the KM viewed through the WOS during 1993-2012.