PurposeThis paper seeks to provide new solutions to cargo companies’ service quality efforts by integrating different scientific methodologies.Design/methodology/approachStrengths and weaknesses of logistics services of a well known cargo company in Turkey are defined by using a service quality scale (SERVQUAL), service quality attributes are categorized using the Kano model in order to see how well these attributes are able to satisfy customer needs, and findings are transferred to quality function deployment (QFD).FindingsThe findings of the Kano model show that ten of the 27 service quality attributes can be categorized as “attractive”, implying the maximum effect on consumer satisfaction. Through the customer priority level of QFD, the three most important service quality attributes are found to be: VIP Service, informing customers about delivery time before sending, and taking deliveries from customers’ addresses. Also, strengthening information technology infrastructure is the most important technical requirement to focus with the highest technical importance level.Research limitations/implicationsThe study involves only one cargo company, it concerns just Trabzon city center branch offices and its sample includes only individual customers instead of individual and institutional customers together.Practical implicationsOffering a case study, the paper presents a guide for cargo companies to employ different scientific methodologies in their service quality development efforts.Originality/valueIntending to offer scientific approaches to cargo companies as a tool of development in their practical procedures, the paper tries to bridge the current gap between academicians and practitioners and adds to the relatively limited theoretical literature.

Purpose -The main purpose of this paper is to investigate the relationships between seven antecedent factors (R&D strategy, top management support (TMS), customer focus (CF), organizational learning capability (OLC), creative capability (CC), organizational collaboration (OC), and supplier relationship (SR)), two innovation types (product and process), and firm performance (FP). Design/methodology/approach -The paper formulates 16 hypotheses from the literature review. These hypotheses are tested using structural equation modeling with data collected from 270 managers of small and medium-sized enterprises (SMEs) located in Turkish science and technology parks (STPs). Findings -The findings indicate that both of product and process innovation have a strong and positive association with FP. While antecedents such as R&D strategy, TMS, CF, CC, and SR have significant impact on product innovation, other antecedents such as OLC and OC have a significant and positive impact on process innovation. Practical implications -The results of this study could be used by any managers of SMEs located in STPs to improve successful innovation projects. The results also provide companies operating in Turkish STPs with useful information on how their policies and actions might affect firm innovation. Originality/value -The paper provides a clarification of the reasons that may be behind a positive, a negative, or a non-significant effect of the many antecedents on the product and process in SMEs located in Turkish STPs.

Purpose -To determine what criteria are used in enterprise resource planning (ERP) selection process and what criteria are the most important for firms. Design/methodology/approach -Through an extensive literature review, 15 selection criteria for the ERP selection process were identified and two were added after initial interviews. A questionnaire including these criteria was formed to secure data from companies. A single informant method was used for each company. To measure the importance of various critical factors a five-point Likert scale was used in the questionnaire. Findings -Fit with parent/allied organisation systems is identified as the most important selection criterion. Cross-module integration, compatibility between other systems, and references of the vendor are identified important factors respectively. Statistically significant differences were also determined between companies using MRP/MRPII versus those using own or no program for "better fit with organisational structure" and "fit with parent/allied organisational systems" criteria.Research limitations/implications -The effect of each selection criterion on ERP implementations failure rates is still to be investigated. Practical implications -Useful information about selection criteria on ERP systems for both vendors and firms planning to use these systems. Originality/value -Two new selection criteria were proposed for the ERP system selection process and some important differences between the criteria used by firms from developed countries and developing countries are determined.

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