Abstract The purpose of this paper is to offer a critical understanding the motivations and benefits social media usage by small medium financial enterprises with an empirical study from emerging economy such as Ghana. Based on previous studies, current hypothesizes that customer-firm relationship, expectation, firm’s visibility growth, market share expectation drive intensity in industry. Quan...

Based on the theory of Technology Acceptance Model (TAM) and American Customer Satisfaction Scale (ACSL), this study selects 130 students majoring in preschool education, Chinese education primary a higher vocational college China as research sample from perspective technology consumers to carry out English flipped classroom teaching based SPOC (Small Private Online Course) mobile interactive l...

Nursing faces new opportunities and challenges as part of the government's initiative to introduce Payment by Results. These opportunities arise from increasing demands to work effectively in an environment of intensive customer demand and expectation. The challenge for all nurses is to continue to deliver quality health care while keeping pace with changes to services and organisational respon...

The chapter describes the complex situation of road carriers during the dynamic changes in the market for transport and forwarding services. Increasing globalization, innovation in the market, new growing customer needs (increasing expectation due to the high quality transportation service), emerging new competitors and changes in the legislative area are the elements which have an enormous imp...

We consider a loss system with a fixed budget for servers. The system owner’s problem is choosing the price, and selecting the number and quality of the servers, in order to maximize profits, subject to a budget constraint. We solve the problem with identical and different service rates as well as with preemptive and non-preemptive policies. In addition, when the policy is preemptive we prove t...

This paper attempts to compare the classification of quality attributes using Kano’s method and the service gaps method proposed by Kong and Muthusamy (2011). Expectation and perception data from 80 articles were systematically reviewed. Only two articles with classification of quality attributes by Kano’s method were identified. Four service quality factors were apparent from this study, and e...