Purpose -The paper aims to look at the balanced scorecard (BSC) concept and discuss in what way it should be applied to higher education programs/institutions in the Indian context. Design/methodology/approach -The paper is based on extant literature on the balanced scorecard concept per se, as well as applications of BSC in higher education as reported by other researchers. Findings -The BSC approach offers an institution the opportunity to formulate a cascade of measures to translate the mission of knowledge creation, sharing and utilization into a comprehensive, coherent, communicable and mobilizing framework -for external stakeholders and for one another.Research limitations/implications -In the absence of any specific Indian case study, the possible impact could only be conjectured or deduced. Practical implications -A useful model is proposed that can be adapted with appropriate modifications to the management of tertiary institutions of education in India, whether it be a university, affiliate college, autonomous institution or private educational institution. Originality/value -In the absence of evidence of the application of BSC to the educational institutional domain in India, the current paper may be a starting-point for a debate and possible strategies to implement BSC methodology in this area.

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Purpose -The purpose of this research is to explore the reasons for service failure in restaurants. The paper aims to give insights into customers' perceptions and response regarding service failure and recovery and to try to draw a parallel between consumers in a developing economy like India and the same in a developed society, such as USA. Design/methodology/approach -The paper is empirical and involves data from 200 respondents from India and the USA. The sampling unit is individual restaurant customers and the data collection instrument is a structured, non-disguised questionnaire. The questionnaires have been administered through personal interviews.Findings -The study found conclusive results on the reasons for service failure in the restaurant business in the context of developed and developing economies. It also sheds light on the behavioral aspects of customers' perception towards these failures and their responses to the same. The paper further looked into the recovery strategy employed by restaurants and the customers' perception towards the recovery strategies. Practical implications -The study has important managerial implications as it facilitates the understanding of where and how the failure-points occur and how customers perceive and react to them. The paper is also helpful in designing policies and procedures to proactively weed-out such failure-points and, in case of their occurrence, design responses to the same. Originality/value -The paper is valuable as very little has been done in the Indian context. It also creates a comparative perspective as to service failure in the restaurant sector between a developed and a developing country.

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