Benchmarking: An International Journal: Volume 13 Issue 3

Identifying and studying “best‐performing” services: An application of DEA to long‐term care

Jo Ann M. Duffy, James A. Fitzsimmons, Nikhil Jain

One of the fastest growing service industries is long‐term care. Identifying the best performers in the industry in terms of service productivity is difficult because there is no…

Profitability in professional sports and benchmarking: the case of NBA franchises

Mahmoud M. Nourayi

The aim of this study is to demonstrate suitability of the continuous improvement framework and use of benchmarking method in the context of sports.

The internal performance measures of bank lending: a value‐added approach

Lin Peter Wei‐Shong, Mei Albert Kuo‐Chung

To solve problems of overdue loans and bad debts, the research establishes the internal performance measures to monitor and enhance the operational qualities of the employees in…

Integrating quality function deployment and benchmarking to achieve greater profitability

Ashok Kumar, Jiju Antony, Tej S. Dhakar

In this paper, the aim is to propose a framework for utilizing quality function deployment (QFD) and benchmarking in combination to chalk out an improvement plan that redesigns or…

A framework for information services: benchmarking for countries and companies

Sameer Prasad, Jasmine Tata

The typology developed in this research allows one to compare a variety of information services around the world. A properly built typology ensures a methodologically‐valid…

Laboratory service evaluation: laboratory product model and the supply chain

G.M. Rynja, D.C. Moy

To describe a new approach to the performance evaluation and benchmarking of analytical laboratory services and their associated supply chains.

Understanding the challenges of implementing best practices in hospitality and tourism SMEs

Li‐Jen Jessica Hwang, Andrew Lockwood

To provide insight into the barriers to the application of best practices in hospitality and tourism small‐ and medium‐sized enterprises (SMEs) in the UK.

Benchmarking customer service on the internet: best practices from family businesses

Nancy M. Levenburg

The importance of using the internet to achieve competitive advantage has been well‐documented. An ever‐expanding array of technologies exist that enable firms to accomplish…

Success factors for achieving high service revenues in manufacturing companies

Heiko Gebauer, Thomas Friedli, Elgar Fleisch

Despite the proven benefits of an extended service business, most manufacturing companies find it extremely difficult to increase service revenues successfully.

Benchmarking in services

Jaideep G. Motwani, Victor E. Sower