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Purpose – To analyse the mass customisation strategies (MC) developed by mobile phone operators and to identify the types of customer value perceived by mobile phone users that customise services to their profiles. Design/methodology/approach – A customer‐centre approach was adopted for...
Purpose – The purpose of this paper is to introduce the theme of the special issue on global trends and challenges in services. Design/methodology/approach – A brief review of the papers included in the special issue. Findings – Contextualization of the papers and identification of their...
Purpose – This project aims to offer an in‐depth understanding of bank customers' buying behaviour in relation to the selection process, and provide bank managers with useful insight into the development of high quality relationships with customers. Design/methodology/approach – The...
Purpose – In order to face the new competitive scenario, Italian universities are involved in a change process and are trying to adopt an entrepreneurial approach to better serve their customers/students. The paper aims to assess university performance by testing student satisfaction. It tries...
Purpose – Investments in information systems (ISs) seem to suffer from the productivity paradox. In this article three interpretations of this paradox are explored and a business process (BP) oriented methodology to overcome it is suggested. The final goal is to investigate the relationship...
Purpose – Despite the rapid growth and internationalisation of services and financial services in particular, managers realise that to successfully leverage service quality as a global competitive tool, they first need to correctly identify the antecedents of what the international consumer...
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