Purpose Developing strategic relationships with third-party logistics (3PL) providers has long been one of the key challenges in automotive supply chains. The purpose of this paper is to propose a new approach for evaluation and indexing 3PL providers using the Kano model. Design/methodology/approach The statistical population used in this research comprises managers from the Iranian automotive industry. The Kano evaluation approach is used to analyze the data collected and to classify the criteria used in selection of the preferred 3PL providers. Findings The results suggest that the proposed framework, based on the Kano classification, can be a powerful tool for the automotive industry in evaluating 3PL providers. Moreover, the analyses indicate that 3PL providers need to improve their service offering in aspects that are to be found in the Kano model’s requirements, namely, must-be, one-dimensional and attractive. Originality/value This study contributes to the supply chain management literature by being the first to classify selection indices of 3PL providers in the automotive industry using the Kano model.

Tourist engagement has recently emerged in both academic and practitioner discussions. However, empirical inquiry on tourist engagement as a predictor of tourist citizenship behavior is scarce. The purpose of this research is to investigate the relationship between tourist engagement, relationship quality, and tourist citizenship behavior in hotels. Participation and social interaction have been considered the tourist engagement dimensions. Relationship quality as a multidimensional variable included satisfaction, trust, commitment, and intimacy, while tourist citizenship behavior is defined as a unidimensional variable. A structural equations approach was applied to the 690 data sets obtained from travelers of selected hotels. The results indicate that tourist engagement dimensions have a positive impact on the relationship quality dimensions. On the other hand, the effect of relationship quality dimensions on tourist citizenship behavior has been positive. This research can help researchers and hotel managers find ways to strengthen relationship quality between hotels and customers. Regarding hotels’ limited resources for promotional activities, the results could help managers formulate plans to persuade tourists to express citizenship behavior toward hotels, which help hotels establish competitive advantages.

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Purpose The purpose of this paper is to examine how total quality management (TQM) and corporate social responsibility (CSR) affect entrepreneurial orientation (EO) in the context of the hotel industry. Design/methodology/approach Drawing from the hospitality literature, the relationships among TQM, CSR and EO were hypothesized and tested. Based on the valid responses collected from a survey questionnaire, structural equation modeling approach was used to examine the research model. Findings The results indicate that TQM positively affects CSR. Furthermore, CSR was a significant antecedent of EO. Originality/value The combination of a developing country context and the significance of TQM, CSR and EO in hotel industry enhance the contextual contribution of the paper.

The purpose of this paper is to examine the effect of internal marketing and entrepreneurial orientation on innovation in family businesses. By reviewing related literature, the relationships among internal marketing, entrepreneurial orientation, and innovation were hypothesized. The developed conceptual model is tested using structural equation modeling (SEM) using a sample of 288 family businesses. The result of the SEM model shows that both internal marketing and entrepreneurial orientation act as a basis for innovation in family businesses. Further, it was revealed that internal marketing is key determinant of entrepreneurial orientation in the context of family business. The study has contributed to the literature by demonstrating the routes through which internal marketing and entrepreneurial orientation impact on innovation in the case of family businesses.