Purpose – Owing to the increasing competitive pressures in the marketplace in recent years, the different facets of performance measures and measurement have changed. In this context, the lack of a clear understanding of the dimensionality of manufacturing performance tends to negatively impact successful implementation and utilization of manufacturing performance measurement systems. The purpose of this paper is to investigate the dimensionality of performance and its effective utilization in a manufacturing operational context. Design/methodology/approach – Using a sample of 92 Portuguese manufacturing executives, this study investigates the dimensionality of manufacturing performance and its associated current utilization practices. Factor analysis and cluster analysis are used to analyze data collected on 63 performance measures. Findings – Based on the results of this study, a conceptual framework is advanced. The framework is intended as an aid to manufacturing organizations in their efforts to modify their patterns of utilization of performance measures in order to be more consistent with the emerging changes and challenges of the global marketplace. Research limitations/implications – The sample used in this study is specific in nature (Portuguese manufacturing organizations). Thus the results should be interpreted accordingly. Practical implications – Based on the results of this study, some important organizational implications regarding the practices related to performance measurement in the manufacturing environment are identified. Originality/value – This study empirically examined the manufacturing Portuguese executives’ opinions regarding the dimensionality and utilizations of performance measures. In this context, this investigation contributes to the understanding of the implementation and utilization of performance measures and measurement systems.

Purpose – This paper aims to shed some light on E-business practices in the Arab culture. Design/methodology/approach – A qualitative approach based on observations. Findings – Identified several culturally-based factors which impair E-business practices in the Arab culture. Practical implications – Provides practical implications to Arab public and private sector leaders for enhancing E-business practices. Originality/value – Provides initial insight into the nature of E-business practices and their implications in the Arab culture.

Recent trends in the global business market point to the increasing importance of technology and technical innovations to gain and maintain competitive business strategic advantage. However, the marketing of technical innovations throughout the supply chain is still governed by traditional strategies and practices. Such strategies and practices are ineffective in a highly technologically advanced marketplace. As a result the marketers of technologically innovative products and concepts are left with many questions and very few practical answers. This research offers a practical, integrated approach to marketing technical innovations. The approach offered is presented within an organisational, people and technology strategic context. A field study is utilised to illustrate the utility of the proposed approach.

Due to the multifaceted nature of manufacturing performance measurement and measures, the nature and scope of the information flow between those who lead manufacturing organisations and those who evaluate the performance of these organisations are very critical. The objective of this study is to shed some light on the information flow between these two groups. To achieve this objective, data collected from a sample of Portuguese financial analysts and Portuguese manufacturing executives was analysed using multiple regression analysis, cluster analyses and gap analysis. Based on the results of this study, three levels of information availability in relation to organisational performance measures are identified. A framework designed to view these three informational levels in relation to the willingness of management to share performance information with concerned outsiders is proposed.

This study first investigates the extent of congruence between service providers' perceptions of customer satisfaction with various aspects of optometric services and customer-reported satisfaction with these services, and then examines whether a high degree of congruence results in better business performance. A survey of optometricians and customers of optometric services in Germany serves as the study setting. Results are presented and their implications are discussed. Avenues for futures research are offered. This study first investigates the extent of congruence between service providers' perceptions of customer satisfaction with various aspects of optometric services and customer-reported satisfaction with these services, and then examines whether a high degree of congruence results in better business performance. A survey of optometricians and customers of optometric services in Germany serves as the study setting. Results are presented and their implications are discussed. Avenues for tuture research are offered.

Purpose The objective of this study is to shed some light on performance measurement issues relevant to current practices. Design-methodology-approach The performance measurement practices in terms of utilization, relevance, and availability of information are studied for a sample of 92 Portuguese manufacturing executives. Several statistical instruments were used namely multiple regression analysis, cluster analysis and gap analysis. Findings The results of this study underscore consistent patterns pointing to a lack of a broad perspective on manufacturing performance measurement. Conclusions and their implications to the theory and art of performance measurement are presented. Research limitations-implications The sample used in this study is specific in nature Portuguese executives. Thus, the results should be interpreted accordingly. Future research should test the applicability of the obtained results using other sample frames. Practical implications This study provides practicing managers with useful information regarding performance measures and measurement practices. Originality-value This study represents an important step toward refining the theory and practice of performance measurement in manufacturing organizations.

E-commerce offers business organisations significant operational and strategic opportunities. However, the implementation of effective e-commerce-based business models is not without serious organisational technological challenges. Some of these challenges tend to hinder the implementation of e-commerce in small to medium-sized organisations. The objective of this research is to shed some light on these challenges. Based on the results of this study, some lessons learned and their practical implications are underscored.

In today’s highly competitive environment, an imperative to the success and survival of hotels is an understanding of their competitive standing. This article describes and illustrates the application of a tool, Extended Quadrant Analysis (EQA), that can aid hoteliers in conducting competitive analysis. [Article copies available for a fee from The Haworth Document Delivery Service: 1-800-HAWORTH. E-mail address: docdelivery@haworthpress.com Website: http://www.HaworthPress.com.

This study investigates whether hotel choice attributes decompose into comparable configurations for two important guest groups served by hotels: business and leisure travelers. Each group's responses were factor analyzed and the factor congruency technique was then employed to ascertain the extent of similarity between them. Results indicate that the congruence between the business and leisure travelers is weak in terms of the importance of the factors and their correspondence. Implications of the results are discussed.

By employing a multi-stage, multi-phase, and multi-sample approach, this paper reports on the construction of a service quality scale. Customer perceptions of service quality of retail banks in Northern Cyprus serve as the study setting. The parsimonious 20-item four-dimensional scale consisting of service environment (four items), interaction quality (seven items), empathy (five items), and reliability (four items) exhibits sound psychometric properties. Scale development procedures and managerial applications of the derived scale are discussed.