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Vol. 1

International Journal of Process Management and Benchmarking

2014 Vol. 4 No. 1

Special Issue on Service Improvement and Innovation

Guest Editors: Dr. Ayon Chakraborty and Professor Purnendu Mandal

 

Editorial
PagesTitle and authors
3-21Service improvement in Hong Kong retail banking through satisfied and committed employees
Macy Wong; Ronnie Cheung
DOI: 10.1504/IJPMB.2014.059450

22-35The antecedence of customer loyalty in traditional restaurants in East Java, Indonesia
Christina Esti Susanti
DOI: 10.1504/IJPMB.2014.059451

36-50Identification of positive deviance - methodology development
Ayon Chakraborty; Rajesh Prasad Mishra
DOI: 10.1504/IJPMB.2014.059452

51-68Understanding challenges of supply chain sustainability in Asia
Ayon Chakraborty; Purnendu Mandal
DOI: 10.1504/IJPMB.2014.059453

69-88Structural modelling and analysis of world-class maintenance system: a graph theoretic approach
Rajesh Prasad Mishra
DOI: 10.1504/IJPMB.2014.059454

89-108Border innovation management, improved passenger services and satisfaction acceptance
Tsung-Ying Yu; Po-Tsang Huang
DOI: 10.1504/IJPMB.2014.059455

Regular Paper

109-124Improved genetic algorithms for the travelling salesman problem
Zakir Hussain Ahmed
DOI: 10.1504/IJPMB.2014.059449