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Increased competition amongst the hotel industry players has challenged managers not to focus their attention exclusively on ways to attract and satisfy their customers, but to invest in customer retention strategies with the potential to ensure superior performance of their hotels. This study aims to determine strategies to retain customers in hotels in Ghana, an emerging market. A cross-sectional survey was employed to collect data from 677 hotel employees in 56 Ghanaian licensed hotels. Based on SmartPLS, study findings indicate that customer satisfaction, loyalty and retention embedded in the tangibility and reliability dimensions of the lodging quality index are important for customer retention among hotels in Ghana.

The purpose of this paper is to investigate the elements of lean concept and identify those principles which are applicable to service organizations, also, to compare the lean best practices with CMMI‐SVC v1.2 model goals and practices and find out the compatibility.

The capability maturity model integration (CMMI) for services (CMMI‐SVC v1.2) model, developed by Software Engineering Institute is a collection of best practices applicable to service operations. Lean concepts, on the other hand, originated from manufacturing but of late lean principles and best practices have been implemented in some services organizations. As lean concepts originated from manufacturing and CMMI‐SVC v1.2 from software industry, there could be some overlapping content and some differences and each may offer some distinct advantages. This paper is based on the review of the contemporary literature on lean concepts and CMMI‐SVC v1.2 model, including books, journal articles and handbooks. The authors involved a group of practitioners and experts with theoretical and practical expertise on the CMMI framework, software process improvements as well as lean principles and services to find out which lean principles are applicable to service organization and also the compatibility of lean and CMMI‐SVC v1.2 practices.

The authors have defined a set of lean best practices which can be applied to service organizations. It is concluded that integration and harmonization of both lean and CMMI‐SVC v1.2 practices is possible and in many ways the practices are complementary. In the future, a unified model based on both lean and CMMI‐SVC v1.2 can be developed by combining the best practices of both.

This paper has reviewed the lean literature and grouped the lean best practices which are applicable to service organizations. It has compared the lean best practices with CMMI‐SVC v1.2 best practices. Little research has been done on comparison of lean best practices with CMMI‐SVC v1.2 model.

The purpose of this article is to present a unified model by combining lean and CMMI‐SVC best practices. The model would be very useful for CMMI‐SVC organizations that plan to implement lean best practices.

The paper is based on the review of the contemporary literature on lean concepts and the CMMI‐SVC v1.3 model, including books, journal articles and handbooks. A group of practitioners and experts with theoretical and practical expertise on the CMMI framework, software process improvements as well as lean principles and services were involved to find out which lean principles are applicable to service organization and also the compatibility of lean and CMMI‐SVC v1.3 practices.

The authors have presented a unified model by combining CMMI‐SVC v1.3 and lean best practices which can be applied to service organizations. In the future they would like to implement their unified model within IT service organizations to check its feasibility and effectiveness in real world. It would also provide an opportunity to explore the strengths and weaknesses of the unified model, based on which it can be further refined and matured.

The model has been designed in such a way that lean practices can be plugged‐in to CMMI‐SVC model process areas. By including lean practices to CMMI‐SVC model, the process improvement initiatives will be aligned with the business objectives. The unified model will be useful to the organizations that would like to implement lean concepts within the CMMI‐SVC framework.

The purpose of this paper is to describe a very low‐cost way to prepare Ge nano/microstructures by means of filling the material inside porous silicon (PS) using a conventional and cost effective technique in which thermal evaporator with PS acts as patterned substrate. Also, the potential metal‐semiconductor‐metal (MSM) photodetector IV characteristics of the structure are demonstrated.

PS was prepared by anodization of Si wafer in ethanoic hydrofluoric acid. The Ge layer was then deposited onto the PS by thermal evaporation. The process was completed by Ni metal deposition using thermal evaporator followed by metal annealing of 400°C for 10 min. Structural analysis of the samples was performed using energy dispersive X‐ray analysis (EDX), scanning electron microscope (SEM), X‐ray diffraction (XRD) and Raman spectroscopy.

A uniform circular network distribution of pores is observed with sizes estimation of 100 nm to 2.5 μm by SEM. Also observed are clusters with near spherical shape clinging around the pores believed to be Ge or GeO₂. The EDX spectrum suggests the presence of Ge or GeO₂ on and inside the pore structure. Raman spectrum showed that good crystalline structure of the Ge can be produced inside the silicon pores. XRD showed the presence of a Ge phase with the diamond structure by (111), (220), and (400) reflections. Finally, current‐voltage (I‐V) measurement of the Si/Ge/PS MSM photodetector was carried out. It showed lower dark currents compared to control device of Si. The device showed enhanced current gain compared to conventional Si device which can be associated with the presence of Ge nanostructures in the PS.

This paper shows that it is possible to grow Ge nano/microstructure on PS by using a simple and low‐cost method of thermal evaporation and thermal annealing and demonstrates potential MSM photodetector IV characteristics from the device.

The purpose of this paper is to develop a product variety multi‐market study in the auto industry and to conduct a benchmarking analysis of the practical findings against the theoretical ones obtained in a European Community Research Project (Intelligent Logistics for Innovative Product Technologies – ILIPT) that aims to rethink the automotive supply chain.

The authors conduct an exploratory research including an empirical multi‐market study, which embraces many significant passenger car models from a global vehicle manufacturer in relevant automotive markets. To provide a rich dataset, the authors utilize a combination of data collection techniques including interviews, contextual performance data and a detailed analysis of product offerings available from the vehicle manufacturer's regional web sites. This paper also shares the experience of a European Community Research Project benchmarking the results for the automobile industry.

In this paper, product variety in the auto industry is classified into four general categories. The empirical results suggest that the platform (most aggregated form of variety) follows the same logic worldwide while all the other product variety categories (in particular variants) are restricted in emerging markets and very refined in Europe. The benchmarking shows that the European variety offered exceeds the “appropriate” level of variety considered best in class by the ILIPT project while the emerging countries variety offered is below this level. This fact points to space for improvement in the product variety management of both supply chains.

This is a valuable empirical research study that examines the current behaviour of the auto product variety in significant markets and gives an overview where the variety is created world wide. A benchmarking analysis is also offered, which gives an idea of how far vehicle manufacturers are in terms of providing the “appropriate” level of variety.

Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some legal aspects concerning MNEs, cyberspace and e‐commerce as the means of expression of the digital economy. The whole effort of the author is focused on the examination of various aspects of MNEs and their impact upon globalisation and vice versa and how and if we are moving towards a global digital economy.

The purpose of this paper is to analyze the influence of job satisfaction on hostage employee loyalty in Isfahan Province Gas Company (IPGC).

The statistical population of this study included the formal recruited employees of IPGC out of which, 212 employees have been selected using a stratified random sampling method. A questionnaire has been developed and used for data collection regarding job satisfaction and employee loyalty. In this study along with the other studies of the authors, employees of IPGC were classified into four different categories on the basis of loyalty matrix, and the majority (78 percent) of them were located in the hostage category. Structural equation modeling has been used for data analysis.

The findings imply that job satisfaction does not have a significant influence on the loyalty of hostage employees.

Organizations are encouraged to identify the individual and organizational factors and obstacles, take necessary measures to increase job satisfaction and maintain the level of employee loyalty and gradually shift them from the hostage category to the apostle category, which results in an increased number of loyal and satisfied employees.

This study indicates how the application of the concepts of loyalty matrix, particularly its hostage category, can be expanded in the field of organizational behavior management.

This paper attempts to review recent advances in wire bonding using copper wire.

Dozens of journal and conference articles published recently are reviewed.

The problems/challenges such as wire open and short tail defects, poor bondability for stitch/wedge bonds, oxidation of Cu wire, strain‐hardening effects, and stiff wire on weak support structures are briefly analysed. The solutions to the problems and recent findings/developments in wire bonding using copper wire are discussed.

Because of page limitation of the paper, only a brief review is conducted. Further reading is needed for more details.

This paper attempts to provide introduction to recent developments and the trends in wire bonding using copper wire. With the references provided, readers may explore more deeply by reading the original articles.