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The main purpose of the paper is to present a framework for the development of performance‐based service strategies for the oil and gas industry in Norway. The framework considers various influencing factors and their attributes, as well as performance factors categorized as critical success factors, performance killers and cost drivers.

A case study has been conducted to map current practices, to validate the influencing factor attributes, and to suggest performance factors. Data have been collected through an e‐mail questionnaire, face‐to‐face interviews, available documents from the industry and a literature survey.

Operators of complex oil and gas production facilities are becoming increasingly dependent on service providers to support their efforts to perform according to demands. When developing a performance‐based service strategy one needs to consider influencing factors and attributes. Furthermore, one needs to measure the service delivery process performance and the gaps between required and delivered services, and to periodically reassess the service strategy influencing factors.

The research is based on a case study in the Norwegian oil and gas industry, but the results can be adapted for other industries as well.

The proposed framework can support practitioners in the oil and gas industry to develop performance‐based service strategies and can assist practitioners in reducing costs and improving performance.

The purpose of this paper is to evaluate critical factors that impact public sector organizations’ (PSOs) performance in PPP contracts with a view to improving their capabilities toward efficient project delivery and attracting more private sector investments.

The research methodology is a quantitative approach which commenced with an in-depth literature review that provided the basis for identification of the variables that were evaluated through a structured questionnaire. Respondents were professionals from stakeholders’ organizations that had been involved in PPP contracts in the Southwestern region of Nigeria selected using respondent driven sampling technique. These include industrial practitioners from governmental-based organizations (ministries, agencies, corporations/parastatals, etc.), private developers/concessionaires, law firms, and banks, among others. Data collected were analyzed using mean, relative significance index) and factor analysis.

The critical performance factors of PSOs in concession contracts clustered under nine components. These were technical, legal, political, finance, market maturity, economic, procurement process, performance guarantee and degree of regulation. PSOs’ capability development measure in countries newly experimenting with concession model is expected to focus on these factors for improved project delivery.

The study provided implications for capabilities improvement, legislation and policy making with respect to PPP transactions in countries newly experimenting with PPP contracts. This is highly significant to improving the capabilities of PSOs and attraction of more private sector partnership in infrastructure delivery through the concession model.

The study provided implication for capabilities improvement, legislation and policing with respect to PPP transactions in countries newly experimenting with PPP contracts. This is highly significant to improving the capabilities of PSOs and attraction of more private sector partnership in infrastructure delivery through concession model.

Previous studies on PPP performance had either focused on the projects or generalized the performance assessment to PSOs and private investors. This study extended the researches on PPP performance by revealing factors specific to the public sector stakeholders.

The purpose of this paper is to report a comparative investigation of port performance between Western Europe and Eastern Asia and develop a strategy to improve their port performance accordingly.

A comprehensive literature review is conducted in order to identify factors for port performance evaluation. A large‐scale questionnaire survey is employed in two port regions for comparative analysis.

Descriptive techniques and t‐tests indicate that port performances in the case port regions are different from each other in some factors and that they share some common features in certain other factors. The findings reveal that the most critical differences between the case ports are government support, proximity, speed of cargo handling, safety and port technical infrastructure in descending order. The Western European ports need to improve on government support, reduce port charges, diversify port ownership and improve port connectivity, while the Eastern Asian ports need to improve customs services, expand hinterlands, enhance logistics demand, encourage intermodalism and set up “dry ports”.

This study was restricted to two port regions in China and the UK and data used in this research were mainly generated from questionnaire surveys, responses to which are, to some extent, subjective.

Ports must provide services that meet and exceed customers' expectations to be competitive. This research yields practical insights for port managers to improve port performance as quantifying factors allows them to prioritize and compare the factor performance. The results of the empirical study can also assist port stakeholders to formulate their operational strategy for port performance improvement.

The paper contributes to knowledge by addressing a gap in empirical research concerning performance comparison between Western European and Eastern Asian ports.

The purpose of this study is to conceptualize, develop and validate a scale reflecting performance dimensions of women entrepreneurs. The study intends to address the important aspects of women entrepreneur such as identifying factors influencing performance of women entrepreneur in emerging economies including India, and to develop a reliable and valid scale for measuring performance from women entrepreneurs’ perspective, which will help to explain the phenomena of entrepreneurship among women by using a holistic approach.

In-depth literature reviews were conducted to identify manifest item measuring the latent scale dimensions. Semi-structured interview with women entrepreneurs also contributed toward item generation. A total of 1,032 valid and usable questionnaires were used for the final statistical data analysis. Exploratory factor analysis (EFA) also conducted to confirm factors-item composition considered for the study.

A final scale comprising six dimensions of entrepreneurial performance has been developed. These dimensions are business environment, motivation (pull/push), training and skill development, networking and market information, socio–cultural and financial. Dimensions are reflecting perception of women entrepreneurs on performance. Psychometrically properties of the proposed scale were tested and the model fitness was established through CFA.

The proposed scale will be beneficial for both existing and nascent entrepreneurs toward gaining awareness regarding what accounts for their performance enhancement in the respective ventures undertaken. At the same time, the finding carries implications for regulatory bodies and policymakers as well, which are engaged in drafting guidelines catering to the development of women entrepreneurship in respective economies.

The authors believe that the proposed scale offers superior ability to explain factors that affect the performance of women entrepreneurs in emerging economies such as India.

Building on the three-factor theory, this study aims to unravel how the role of hotel attributes such as basic, excitement and performance factors could differ in accordance with different hotel star ratings and distinct customer segments.

This study explores the asymmetric effects of hotel attributes on customer satisfaction by extracting 412,784 consumer-generated reviews from TripAdvisor across different cities in China.

By taking into account the origins of customers and hotel star ratings, the study uncovers that guests’ expectations of hotel performance differ with respect to their origins (domestic and international guests) and the star ratings of the hotels being reviewed, thereby moderating the asymmetric impact of hotel attributes on customer satisfaction.

The study compares and contrasts the determinants of customer satisfaction for domestic and international guests in the context of Chinese hotels. Care should still be exercised when generalizing the insights gleaned from this study to other contexts.

The findings from this study translate into actionable guidelines for hotel operators to make informed decisions regarding service improvement.

The study extends previous work by offering a deeper understanding of the asymmetric impact of hotel attributes on customer satisfaction. Specifically, this study provides a deep understanding of the different hotel attributes such as basic, performance and excitement factors in explaining customer satisfaction among different hotel customer segments. Findings from this study can not only inform hotel operators on the significance of various hotel attributes in determining customer satisfaction but also guide the formulation of business strategies to retain customers by inducing delight and not frustration.

Agri-food firms face many challenges when assessing and managing their performance. The purpose of this research is to determine important factors for an integrated agri-food supply chain performance measurement system.

This research uses the Peruvian kiwicha supply chain as a meaningful context to examine critical factors affecting agri-food supply chain performance. The research uses interpretative structural modelling (ISM) with fuzzy MICMAC methods to suggest a hierarchical performance measurement model.

The resulting kiwicha supply chain performance management model provides insights for managers and academic theory regarding managing competing priorities within the agri-food supply chain.

The model developed in this research has been validated by cooperative kiwicha associations based in Puno, Peru, and further refined by experts. Moreover, the results obtained through ISM and fuzzy MICMAC methods could help decision-makers from any agri-food supply chain focus on achieving high operational performance by integrating key performance measurement factors.

The constantly evolving higher education (HE) sector is creating a need for new business models and tools for evaluating performance. In this paper, an overview of the importance-performance analysis (IPA) model and its applicability as a management tool for assessing student satisfaction in the HE sector is provided. The purpose of this paper is to apply IPA in a new and novel manner, undertaking analysis at three levels; the individual student, for individual attributes and at a construct or factor level which combines individual attributes that are correlated. A practical application is illustrated, assessing the gap between the importance placed on specific student satisfaction attributes and corresponding levels of student-perceived performance realised.

The “service product bundle” (Douglas et al., 2006) is refined based on focus group evaluation. Survey responses from 823 students studying across four Malaysian private universities are analysed using factor analysis and the IPA model utilised to identify importance-performance gaps and explore the implication of the iso-rating line as well as alternative cut-off zones.

Factor reduction of 33 original measurement items results in eight definable areas of service provision, which provides a refined and extended management tool of statistically reliable and valid constructs.

The research is undertaken in a private business school context in Malaysia. Further research could focus on other universities or countries, as well as faculties such as computing and engineering or explore other elements of education-based performance.

The research method and study outcomes can support HE managers to allocate resources more effectively and develop strategies to improve quality and increase student satisfaction.

Distinct from other IPA-based studies, analysis is undertaken at three levels; the individual participant, for individual items and at the factor level.

The purpose of this paper is to investigate the effect of selected organizational factors on the performance of employees charged with sales forecasting, and to compare this across the different organizational environments of Central-Eastern European (CEE) retail chains.

The research involves seven major pan-European retail chain companies, with a total number of 201 respondents. Data were collected via a questionnaire [computer-aided personal interview (CAPI) and human-aided personal interview (HAPI) method] with a five-point scale evaluation of both dependent (organizational factors) and independent (performance indicator) variables. Cluster analysis was then used to derive the characteristics of average organizational environments, and correlation analysis was used to investigate the direction and size of the performance effect.

The results confirmed that different organizational environments have differing effects on the performance of forecasters. It also showed that the “hard core” factors (performance evaluation and information systems) do not have a dominant effect on employee performance in any of the environments regardless of their quality, and are aggregately outclassed by “soft” factors (communication lines and management support). Finally, the research indicated that among the personal attributes related to individual forecasters, domain and forecasting work experience have significant, beneficial effects on forecasting performance, whereas formal education level was detected to have a negative effect and can be, at best, considered as non-contributor.

The research results along with available literature enable us to define four management theses (focus on system, less on people; soft factors are equal to hard ones; higher formal education does not contribute to forecasting performance; and do not overestimate the social and morale situation on the working place) as well as four stages of organizational development, creating a practitioner’s guide to necessary steps to improve an environment’s key factors, i.e. performance evaluation, information systems and forecasting work experience.

Although there are regular studies examining the effect of organizational factors on employee performance, very few have explored this relationship in a forecasting context, i.e. in the case of employees charged with sales forecasting. Furthermore, the paper brings evidence on this topic from the CEE area, which is not covered in most prominent forecasting management studies.

This paper aims to explain voter perceptions and voting behaviour in the 2010 UK General Election on the basis of this theory, by evaluating the differential impact of government performance on key political issues defined as hierarchical voter satisfaction factor types. The validity of the three-factor theory of satisfaction in explaining consumer decision-making for products and services is well-established.

British Election Survey (2010) data are used to test the relative influence of hierarchical voter satisfaction factor types in predicting the perceived overall performance of the former Labour government and actual voting behaviour. Sequential and multinomial logistic regression models are used in the perceived overall performance of the former Labour government and actual voting behaviour, respectively.

“Basic” factors explain more of the variance in perceived overall government performance and voting behaviour than “performance” factors. There are significant positive main and interaction effects on Conservative and Liberal Democrat party votes from Labour’s underperformance on the “basic” factors. The results have important implications for political marketing and voting behaviour research.

The study establishes the relevance of the three-factor theory of satisfaction within a political marketing context. It demonstrates that, controlling for party loyalty, perceived government performance on the hierarchical voter satisfaction factors explains voter perceptions and voting behaviour to a significant degree. In particular, it highlights the criticality for voting behaviour of both the direct and indirect impacts of “basic” factor underperformance.

The purpose of this paper is to identify, through an exploratory meta-analysis, which process- and outcome-related antecedents have the strongest relationship to overall team performance. The secondary objective is to create an understanding of the extent to which relative research interest in each construct to date has aligned with its reported effects.

This study uses a random-effects meta-analysis on studies that have measured the relationship between at least one process or outcome factor and overall team performance. The number of studies, effect size and between-study variances are captured and analyzed for each process/outcome factor. Prior literature has explored relationships between various process/outcome factors and overall team performance. This study expands on previous literature by examining a comprehensive set of process/outcome factors and their relative impact on overall team performance.

A meta-analysis of 190 effect sizes extracted from 52 empirical studies over the past two decades (1999–2020) showed the specific process and outcome factors that most strongly contributed to overall team performance were efficiency, schedule and innovation. In addition, only a weak correlation was found between process and outcome factors’ relationships with overall team performance and how often they are studied in the research community.

This study contributes to the body of knowledge on team performance by examining prior research to identify the relevant impact of various process and outcome factors on overall team performance. In addition, this study also assesses the extent to which research interest in these factors has appeared to match their relative impact. Analyzing the relative impact of various process and outcome factors allows researchers and practitioners to better identify methods to create improvement in overall team performance. Based on the findings, prioritizing efficiency, schedule and innovation may promote overall team performance.