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The purpose of this paper is to empirically validate the performance management framework for managing public sector performance, particularly public schools.

The performance management framework was developed based on the balanced scorecard principle, that is, appropriately managing the performance determinant will lead to excellent performance. The performance determinant comprises four elements; customer orientation, learning and growth, internal processes, and financial management. Focus group discussions were used to derive the indicators to assess these elements. These indicators were later transformed into Likert Scale questionnaires that were used in the subsequent survey.

This framework was validated using survey data from secondary schools in Sarawak, Malaysia and it was found that the model has an adequately good fit (χ²/df=2.70, GFI=0.88, CFI=0.88, TLI=0.87, RMSEA=0.057)

Since the framework was validated in an educational setting, some modifications need to be made if it were to be used for managing the performance of other non‐profit organisations. However, the structural model proposed in this paper can be used as a generic platform to develop a specific framework for other types of organisations.

The performance management framework proposed in this paper provides valuable insights on the interrelationships between performance determinants and performance.

Even though the balanced scorecard forms the platform for the performance management framework, the author assesses both the direct and indirect effects of the performance determinants on the overall organisational performance using structural equation modelling, a technique that performs simultaneous analysis.

The purpose of this paper is to empirically test the proposed measure of sports service quality (SSQ) and examine the relationships between emotional experience (EE) and user satisfaction (US) for sports competitions/training venues (i.e. for the sport of badminton).

Focus group discussions and related literature review were used to generate items for the SSQ. Structured questionnaires captured the perceptions of 240 users of sports venues in Malaysia. The relationships between SSQ, EE and US were assessed via structural equation modelling (SEM).

Results show that the SSQ has five dimensions (peripheral, reliability, responsiveness, core and value). Core, peripheral and value have positive effects on users’ EE whereas peripheral, reliability, responsiveness and core have positive effects on US. The SEM analysis suggests that EE mediates the relationship between SSQ and US.

The SSQ scale is developed using data from the badminton sport industry and is yet to be validated in other types of sports venues. In addition, measures of customer loyalty also need to be considered.

Findings suggest that provision of quality service directly influences satisfaction with sports venues and enhances the EE of customers. Sports venue managers should monitor the service management, particularly in terms of the physical environment and personnel.

This paper proposes a specific measure of service quality tailored for use in sports venues. It also provides further support for the mediating role EE plays in the service quality-satisfaction relationship.

This empirical survey research aims to identify the dimensions of service excellence culture for hospitals. Ultimately, a measurement tool was developed for hospital service excellence (i.e. HospiSE scale).

The survey research involved qualitative and quantitative approaches in the scale development process. The structured questionnaire was carefully designed after literature review and focus groups discussions. The respondents were employees from the public and private hospitals in Malaysia. A total of 1,558 usable questionnaires were used for the quantitative analysis. The HospiSE scale was empirically tested for reliability and validity through exploratory and confirmatory factor analyses.

This measurement-oriented research had identified three dimensions of service excellence culture for hospitals, namely: employee orientation, patient orientation and competitor orientation. The multi-dimensional measure consists of 21 items.

Longitudinal research is required to provide evidence of the causal effects of HospiSE on employee satisfaction and loyalty. The HospiSE scale also requires further verification and refinement.

The parsimonious scale can serve as a strategic and practical measure to evaluate and manage service excellence culture at hospitals. Reliable and valid information can be obtained for fast and cost-effective diagnosis of the service culture for continuous improvement.

The new scale is expected to be an important diagnostic to understand and measure service excellence culture at hospitals. The patients and society at large will benefit from the improved hospital service management.

The multi-item measurement tool is new and it can provide insights into service management, resource allocation and human resource management for excellent hospital service. The measurement development process is contextualized for the hospital services.

This paper attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and the intention to remain in the network, and eventually manage the franchise network for long‐term continuity.

The survey instrument was drawn from a multi‐stage process involving extensive review of literature, focus group interviews, pilot testing and validation by the experts before being administered to a sample population consisting top managers of franchised colleges. The new instrument was empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis.

The findings suggest five dimensions of franchisee satisfaction namely social interaction, service support, financing, assurance and competence. Results also indicate that the dimension “competence” which relates to possession of required skills, knowledge and the right attitude to perform franchise services has significantly influenced the overall satisfaction.

The five dimensions of franchisee satisfaction may be specific to academic setting.

Academic institutions should be able to ascertain the level of services provided, and to determine which dimensions need improvement. Knowing the strengths and weaknesses of these dimensions and their relative influence may result in better allocation of resources so as to provide a better service to the franchised colleges.

Another contribution to the franchising literature by advancing a new 23‐item measuring instrument, specifically tailored for academic franchising. This is a tool that academic institutions could use to improve their performance in the light of increased competition with the development of global academic franchising.

The purpose of this paper is to describe the procedures followed in developing and validating a context specific instrument to measure the performance of public schools in a Malaysian setting.

The paper adopted the mixed methodology, qualitative and quantitative. The qualitative approach was used at the initial stage of item generation for the instrument while the quantitative method was predominantly used to empirically establish the psychometric properties of the instrument.

The paper finds that the context‐specific instrument is psychometrically sound. The reliability index for all the dimensions are well above 0.75 and the various empirical analysis provide evidence of convergent, concurrent, and discriminant validity as well as dimensionality.

The paper provides detailed information on developing and validating a new context‐specific instrument. The method and procedure can be a good reference for researchers interested in developing instruments.

The soft system methodology intervention enhances holistic discussion in relation to the focal at the item generation phase. This allows a greater amount of creative debate resulting in a comprehensive list of indicators to be used the instrument.

This paper aims to explore how the power of salient stakeholders involved in the green waste management of franchise chains can impact the ability of the chains to change their green practices.

This qualitative study is based on interview data from 19 franchisors and their head office staff operating in the fast-food sector in France where franchise chains have been ‘named and shamed’ as continuing to ignore waste management regulation.

The findings suggest that both the form and bases of power of different stakeholder groups have important implications for the implementation of green practices, even those required by law. The authors find that the franchisees’ central network position alters the ability of franchisors to directly engage in dialog, consult with, and educate key stakeholders, creating additional challenges for franchisors in the implementation process.

The qualitative nature of the study limits the extent to which the findings can be generalized. Future studies could develop an instrument to assess franchisor perceptions of stakeholder power.

The findings suggest that franchisors should consider carefully how they communicate changes to green practices to their franchisees to ensure not only their compliance but also their motivation to engage with those stakeholders with whom they have regular interactions. The findings can also help governments to better understand how to involve other stakeholders to ensure effective environmental legislation.

The study is the first, to the authors’ knowledge, to consider the role of stakeholders in the implementation of green practices in franchise chains. By examining franchise chains, this paper provides new insights into the role of an additional stakeholder, the franchisee, and enriches the literature on green practices in the hospitality sector.

The purpose of this paper is to examine a multitude of motivators that facilitate the implementation of green practices (GP) in the context of Chinese manufacturing industry. Also, this study aims to explore the influence of GP on the environmental performance, operational performance, and financial performance of manufacturing firms.

This paper developed a conceptual model to investigate the stakeholder drivers and commensurate performance outcomes of GP. Statistical analysis was based on the data collected from 124 manufacturing firms across the Greater China. Finally, the hypotheses were empirically tested by partial least squares approach.

Of the ten proposed hypotheses, seven are considered valid. The statistic results reveal that pressures originate from employees, senior managers, and customers exert significant positive influence on firm’s decision to adopt GP, while the drivers generated from government and competitors is non-significant. More specifically, this study indicates that environmental performance partially mediates the relationship between GP and operational/financial performance.

The originality of this research is that it proposes a novel conceptual model, ascertains the primary drivers in promoting GP in Chinese manufacturing industry. This research provides policy insights for professional organizations, regulators, and legislators to further promote GP.

The purpose of this paper is to investigate the mechanisms through which ISO 14001 can contribute to the corporate sustainability. In this regard, the paper examines the underlying theoretical concepts and discusses the ISO 14001 in the context of the corporate sustainability. Additionally, the paper discusses the benefits of ISO 14001 from the perspective of the triple bottom line.

The paper uses a multiple case study approach focusing on four ISO 14001-certified Slovenian organizations and two non-ISO 14001-certified organizations. The data collection methods included semi-structured questionnaire and interviews with managers in all studied organizations.

It is suggested that the motives could be perceived as explanatory variables of the benefits realized from ISO 14001 certification. Further, the findings of this study indicate that environmental management system should be seen in a wider perspective that includes elements such as quality and social responsibility. Moreover, the results also lead us to the suggestion that there could be a reciprocal causal mechanism linking the environmental performance and economic performance.

ISO 14001 can be an effective tool for pursuing sustainable development; however, organizations should move a step beyond ISO 14001’s environmental focus and recognize a multidimensional perspective by simultaneously addressing environmental, quality and social responsibility issues.

The paper contributes to the corporate sustainability literature by investigating the mechanisms through which organizations can shift to more sustainable patterns using the ISO 14001.

The purpose of the work presented in this paper is to capture the current state of Six Sigma as well as to document the current practices of Six Sigma through a systematic literature review so as to extend and update the previous work of Brady and Allen.

The approach to this paper is to answer the questions such as “what is Six Sigma?”, “what are the applications of the Six Sigma?”, “what are the main enablers and barriers to its application?” and “what are the emerging trends?” These questions are used to guide the search of papers from various publication databases even if it is expected that existing literature might not be sufficiently developed to translate each question directly into a finding. The literature is then analysed and the major emerging themes are presented.

Seven key findings (topics on which the views of the authors converged) and two issues (topics on which authors had differing views) have been established. These include the interpretation of Six Sigma, tools and techniques, implementation of Six Sigma, benefits, adoption, enablers and links to other disciplines.

The systematic literature review approach used in this paper allows emerging trends and issues in Six Sigma to be highlighted in a structured and thematic manner, enabling the future work to progress as Six Sigma continues to develop and evolve. The findings also open up new opportunities to apply Six Sigma in the fields that are not widely explored before for instance sustainability and product‐service systems.