PurposeProposes developing a conceptual model that can be used in understanding the relationships between sustaining structures that support the total quality service (TQS) philosophy and customer satisfaction.Design/methodology/approachIntegrating the SERVQUAL instrument and other work in the service quality literature, especially the Deming management model, this paper develops a model for understanding the interactions between customer satisfaction and sustaining structures.FindingsThis conceptual paper develops three constructs: leadership, organizational culture and employee commitment, which are very important in achieving total quality service objectives. The proposed model links these three constructs with business processes and total quality service.Research limitations/ implicationsIt is not an empirical investigation of customer satisfaction and sustaining structures. The paper does not review in detail the impact of the three constructs on business processes. A researcher who plans to do a customer satisfaction study could benefit from the proposed model as it will provide valuable insights about the interactions between customer satisfaction and sustaining structures.Originality/valueThis paper provides an important conceptual framework for evaluating the relationships between customer satisfaction and sustaining structures.

Purpose -This paper aims to examine the influence of corporate board structure on corporate value.Design/methodology/approach -The data were collected on a sample of 245 Thai non-financial listed companies to examine the effect of board structure on firm performance.Findings -The results show that neither independent directors nor grey directors are the significant determinants of improving firm value.Research limitations/implications -This research was confined to 245 Thai non-financial listed companies. It would be useful to replicate it using larger samples under different country settings.Practical implications -The findings provide guidance to top managers in deciding the Board structure as corporate value is also grounded in corporate board structure.Originality/value -The paper provides far reaching implications for corporate managers about the relationship between Board characteristics and corporate value.

PurposeTo measure the degree of implementation and satisfaction level with the outsourcing initiatives from higher education institutions.Design/methodology/approachUses a survey questionnaire to measure the levels of satisfaction with the institutions’ services and the questionnaire was based on six factors that are deemed significant in making a privatization decision. It was tested for validity and was then e‐mailed to a total of 138 presidents and/or vice‐presidents of all private and public schools in the states of Maryland, North Carolina, and Virginia in the USA.FindingsIt was observed that the vast majority of institutions in all three states surveyed hold on to the concept of outsourcing according to their position in the system. The research shows that the possible motivations for outsourcing are cost savings and budgetary constraints, improvement of quality of services and staffing, lack of capability, safety concerns or liability of service, command from governing bodies, and pressure from peer institutions.Research limitations/implicationsThis is not an exhaustive survey of all private and public schools in the USA and it surveyed only the opinions of presidents and/or vice‐presidents of the selected schools. A case study may provide in‐depth analysis of outsourcing in institutions of higher education.Practical implicationsFocusing solely on surveys alone to determine the level of satisfaction of outsourcing in institutions of higher education can lead to false information.Originality/valueProvides valuable empirical evidence in designing and implementation of outsourcing in institutions of higher education.

PurposeTo provide students and academia with an opportunity to gain an understanding of recent trends and issues regarding the application service providers (ASP) market.Design/methodology/approachA range of recently published (1999‐2003) works, which provide practical issues, is reviewed to explore the existing pricing models, selecting an ASP and risk/rewards associated with ASPs.FindingsProvides guidance to businesses in selecting an ASP in terms of key questions to be asked and discusses the importance of selecting reliable ASPs. It also recognizes key areas academia should emphasize in teaching students outsourcing of IT.Research limitations/implicationsIt is not an extensive study of the issues and trends of ASPs. The paper does not review in detail the impact of outsourcing on organizational participants, which perhaps limits its usefulness in a complex business world.Practical implicationsA very useful source of information for businesses making outsourcing decisions. The paper provides impartial advice for students and academia and for those who want to conduct research on outsourcing evaluation.Originality/valueThis paper provides important insights on recent trends and issues of ASPs, especially in evaluating the performance of ASPs.

PurposeThe purpose of this research is to empirically test the impact of owner/managers' mentality on enterprise performance.Design/methodology/approachA mail questionnaire survey was conducted on a sample of SMEs in Japan. The questionnaire was mailed to the chief executive of each of the 1,523 firms selected for the survey. The total number of usable responses received was 367, giving a response rate of 24.1 per cent.FindingsThe overall results of the study show that when owner/managers of SMEs are more entrepreneurial minded in the introductory and decline stages of growth, their performance tends to be higher, and the same is true for the growth and maturity stages when they are more administrative minded.Research limitations/implicationsSince this research was unique in several respects and the survey was confined to only 367 SMEs in a single country it would be useful to replicate it using larger samples under different country settings.Practical implicationsThe research reveals that an enterprise will be better off at the introductory stage if its managers become more entrepreneurial minded through factors such as ambition, enterprising spirit, intuition and innovation. However, as the firm grows managers need to devote more attention to administration.Originality/valueIt provides far reaching implications for managers for achieving higher performance in different stages of a firm's growth.