All Outputs (2)

Empirical evidence of an integrative knowledge competence framework for ERP systems implementation in UK industries (2016)
Journal Article
Jayawickrama, U., Liu, S., & Hudson Smith, M. (2016). Empirical evidence of an integrative knowledge competence framework for ERP systems implementation in UK industries. Computers in Industry, 82, 205-223. https://doi.org/10.1016/j.compind.2016.07.005

© 2016 Elsevier B.V. Enterprise Resource Planning (ERP) systems can greatly improve business productivity and better serve customers by creating values through integrating business processes and sharing current information. Knowledge Management (KM)... Read More about Empirical evidence of an integrative knowledge competence framework for ERP systems implementation in UK industries.

A new perspective on customer satisfaction and service quality measurement using service-dominant logic (2016)
Presentation / Conference
Smith, M., & Lerigo-Jones, M. (2016, June). A new perspective on customer satisfaction and service quality measurement using service-dominant logic. Paper presented at Performance Measurement Association Conference 2016, Edinburgh, Scotland

Service-based performance measures assess discreet service encounters, rather than value-in-use. However, service-dominant logic suggests a longer term focus is more appropriate, offering businesses the chance to build relationships and customer loya... Read More about A new perspective on customer satisfaction and service quality measurement using service-dominant logic.