Researchers have highlighted that the main factors that contribute to IT service failure are the people, process and technology. However, relatively few empirical studies examine to what degree these factors contribute to service disruptions in the public sector organizations. This study explores the IT service management (ITSM) at eight (8) Front-end Agencies, four (4) Ministries and six (6) D...

We consider extensions of the most common mesh-restorable network capacity design formulation that enhance the dual-failure restorability of the designs. A significant finding is that while design for complete dual-failure restorability can require triple the spare capacity, dual failure restorability can be provided for a fairly large set of priority paths with little or no more spare capacity...

The higher education sector has evolved over the past decade due to ever-changing needs of students who are its primary customers. As a result, most have deal with unmet expectations which subsequently lead service failure. Even though failure cannot be eliminated, institutions expected provide an effective complaints management system resolve student problems and incidents. This study analyzed...

Organizations build competitive advantage via managing, and learning from, service failure cases. Proficient complaint handling depends on the operator’s strategic position to timely anticipate respond customer dynamics in terms of what interests them amidst disgusts. Therefore, this study extends research theories management by proposing testing a theory-driven conceptual framework that captur...