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Purpose The purpose of this paper is to examine the relationships of capacity/layout (CL), design (D), location, (L), hygiene (H), human resource management (HRM), food quality (FQ) and ambiance (A) in operations management strategies (OMS) and the direct and indirect effects of OMS on customer satisfaction (CS) and customer behavioral intentions (CBIs) that might affect income and, therefore, be influential regarding café-restaurants in Sulaimania in Iraq. Design/methodology/approach Data are collected through a survey questionnaire using a simple random sampling methodology from 254 customers of 46 casual café-restaurants. Methodology includes demographic analysis, factor analysis, structural equation modeling and mediation analysis. Findings Concerning relationships between structural and infrastructural elements of OMS, only CL and H influence HRM, D and H affect A, and H influences FQ. Regarding relationships between OMS and CS and CBIs, only L, HRM, FQ and A affect CS. Concerning the relationship between CS and CBIs, CS influences CBIs. Finally, given indirect effects of OMS on CS and CBIs, HRM mediates relationships between CL-CS and H-CS; FQ and A mediate relationships between H-CS; and CS mediates relationships between L-CBIs, FQ-CBIs and HRM-CBIs. Research limitations/implications The study that treats seven variables in OMS is limited to Sulaimania in Iraq. Thus, the findings cannot be generalized. The study might guide future studies about the way OMS elements forge CS and CBIs in café-restaurants where owners/managers develop credible strategic plans. Originality/value The study provides a unique insight into the hospitality industry in Iraq where studies among elements of OMS are few and far between.

Various studies have looked at the operations management field in shopping malls, but the impact of strategic decision areas on shoppers' wellbeing in malls has not been explored. This study elaborates the importance of structural and infrastructural decision areas for shoppers' wellbeing in malls. Since operations management is one of three vital departments (along with marketing and finance) of most organisations, it is important to examine how decisions in operations management of shopping malls impact shoppers' wellbeing. This paper examines the structural and infrastructural decision-areas made by shopping mall operations managers in the Kurdistan Region of Iraq to see how they impact shoppers' wellbeing. A survey questionnaire was administered to 575 shopping mall customers. IBM SPSS 23 was used to conduct exploratory factor analysis and hierarchical regression analysis. Additionally, an IBM AMOS 23 was used to conduct structural equation modelling. The results indicate that both the structural and infrastructural decision areas of operations management are significantly important in determining shoppers' wellbeing. The variance of shoppers' wellbeing in each strategic decision area is further explained. The findings of this study consist of implications for researchers and especially for practitioners. The study constructs a framework for future studies about how the operations strategic decision areas impact shopper wellbeing in malls. Furthermore, practitioners can use the findings of this study when they perform their strategic planning. Finally, those developments would influence consumers' wellbeing during their visits to shopping malls.

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In this study, the influence of ISO certificate on student satisfaction has been analyzed through investigating ISO standards which are implemented at Ishik University. Therefore, the impact of ISO certificate on education quality and its effects on student satisfaction have been studied. The data used in this study consists of information gathered through questionnaires and university database. The questionnaires were distributed to randomly chosen fifty students from each department. In this study three different scales were used: A questionnaire that includes 14 questions to assess courses and lecturers and a questionnaire that includes 10 questions to assess department heads. The collected data has been analyzed through Statistical Package for Social Sciences (SPSS). The influence of ISO certificate on student satisfaction is the major theme in the study. As a result, it has been found that when ISO implementation at Ishik University worked, the results have been shown on the findings and conclusion parts.

PurposeThis paper investigates the effect of diversity management on employees' innovative work behavior (IWB) through human resource management (HRM) and affective commitment (AC).Design/methodology/approachData were collected from 358 employees of small- and medium-sized enterprises in the Kurdistan Region of Iraq. The hypothesized model has been evaluated using structural equation modeling.FindingsFindings suggest that workforce diversity management directly and significantly affected HRM and AC. Furthermore, findings revealed that HRM significantly influenced both employees' IWB and AC, while AC had a significant positive influence on IWB. Moreover, concerning the indirect effects, AC and HRM significantly mediated the relationship between DM and employees' IWB.Research limitations/implicationsA cross-sectional single source dataset is used to evaluate the hypothesized model.Originality/valueGrounded in the social exchange and institutional theories, this research fills the gap in the literature by addressing the “black box” of how workforce DM influences employees' IWB while examining the mediating role of employees' AC and firm HRM policies.

PurposeThe study uses VIseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR)-structural equation modeling (SEM) to construct benchmarks for service providers and evaluate a multimethodology practice in the Internet industry.Design/methodology/approachThe data were collected using a survey based on an email/interview with 444 Internet users participating. SEM obtained coefficient values by way of customer expectations for Internet service providers. The authors normalized coefficients and integrated them into the VIKOR method for ranking competitors in the Internet industry.FindingsVIKOR-SEM revealed that network and information quality and security/privacy significantly positively impact customer trust while network and information quality and customer trust significantly positively affect Internet users' value perceptions. Customer services do not affect customer trust, while security/privacy and customer services have no significant influence on customer value perceptions. Though customer services and Internet users' trust and value perceptions directly, significantly and positively affect their commitments, the quality of network and information and security/privacy indirectly, significantly and positively influence customer commitments.Research limitations/implicationsThe study was in the Internet industry of Iraq. The results cannot be accurate for the other countries and the service sectors. The researchers/managers can adopt the model in other service sectors to test the multimethodology.Originality/valueVIKOR-SEM evaluated the changes in customer expectations and service providers in the Internet industry.