Purpose – The purpose of this paper is to investigate crucial factors that lead to customer loyalty in the mobile telephony sector in Greece, namely service quality and customer satisfaction. Furthermore, the mediation effect of customer satisfaction on the service quality and customer loyalty relationship is also to be examined. Design/methodology/approach – Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. The main research target sample consisted of residential non-business mobile phone users in Greece. Reliability tests and statistical analyses were performed to both confirm scale validity and reliability and answer the research questions. Findings – Customer service, pricing structure and billing system are the service quality dimensions that have the more significant positive influence on customer satisfaction, which in turn has a significant positive impact on customer loyalty. The mediation role of customer satisfaction on the service quality and customer loyalty relationship has also been confirmed. Research limitations/implications – For a more holistic investigation approach of customer loyalty, a future study could examine other antecedents such as trust, inertia and attractiveness of alternatives. Moreover, the investigation of the mediation role of switching costs on the link between satisfaction and loyalty could enhance the research model. Originality/value – It is of great importance for mobile operators in a mature market such as that of Greece, to understand what the drivers of customer loyalty are. The present study produced useful findings, which can be utilized by mobile telephony provider managers, in their effort to develop and implement successful customer loyalty strategies.

Green agri-food supply chains are increasingly attracting research interest, owing to their potential capacity for resilience against recent crises (e.g., financial, COVID-19) as well as end-consumers’ concerns on sustainability issues. In this context, this paper aims to explore the relationship between green supply chain management practices and three different performance aspects, namely, supply chain, green (environmental) and business performance, and controlling for environmental dynamism. Field research was conducted through a structured questionnaire contacted to 134 executives of firms in the agri-food sector in Greece. The results reveal that information sharing, logistics networking and transportation are the most powerful factors that impact sustainable, business and supply chain performance. In addition, green packaging is related to financial and social performance aspects. Interestingly, green warehousing and logistics emissions failed to establish any relationship with performance outcomes. The conclusions and recommendations drawn in the present study are expected to provide meaningful guidance for the supply chain decision-making process, as logistics managers are becoming increasingly aware of exploiting all available resources, knowhow and competitive advantages for attaining sustainable performance.

The term “Resilient Supply Chain 4.0” incorporates two research areas: Industry 4.0 and Supply Chain Resilience (SCRes). Industry 4.0 technologies include innovations such as the Internet of Things (IoT), Cyber-Physical Systems (CPS), Augmented Reality (AR), Cloud Computing (CC), the Internet of Services (IoS), Big Data Analytics (BDA), Artificial Intelligence (AI), Digital Twins (DT), Blockchain (BC), Industrial Robotics (IR), and Additive Manufacturing (AM). Industry 4.0 technologies do not have a direct impact on SCRes, but on resilience elements such as flexibility, redundancy, visibility, agility, collaboration, robustness, and information sharing. This paper aims to investigate which of the Industry 4.0 technologies can help improve the Key Performance Indicators (KPIs) that are used for creating a Resilient Supply Chain 4.0. A non-systematic literature review has been conducted for the identification of (a) the most important constituent elements of SCRes, (b) the Industry 4.0 technologies that improve the SCRes elements, and (c) the KPIs that enhance SCRes. A systematic literature review has been conducted to identify which of the Industry 4.0 technologies have an impact on the KPIs that enhance SCRes. The findings of this work demonstrate that Industry 4.0 technologies can help improve the KPIs for a Resilient Supply Chain 4.0.

This paper outlines the critical role of information sharing in the link between information quality and Supply Chain performance. Supply chain partners coordinate their processes through information sharing, in order to facilitate supplier-customer interactions. Since proprietary and confidential information is usually communicated along the supply chain, the preservation of the quality of the exchanged information is a crucial issue. A research framework is developed in which information sharing acts as the mediator between information quality and supply chain performance. The empirical findings from a survey of 61 manufacturing firms in Greece confirmed the mediating role of information sharing. The main implication of the findings for managers is that information sharing among partners along the supply chain facilitates higher overall performance, as a result of enforced Supply Chain Management practices elevating information reliability and quality

This paper explores the impact of Information Technology (IT) practices on building competitive advantage throughout the supply chain. A competitive advantage is based on capabilities that provide the necessary grounds of an organization to differentiate itself from its competitors. The majority of the relevant empirical literature identified price/cost, quality, delivery dependability, product innovation, and time to market as the most decisive sources of competitive advantage. As far as the standards in the economic environment are changing and global competition is fiercer, organizations realize that they have to re-evaluate their enterprise business model in order to gain supply chain efficiencies. To meet these challenges and improve their competitive advantage, companies need to both support their internal functions and exchange information with supply chain partners in an effective way. Therefore, companies must exploit IT including enterprise applications such as ERP and CRM, as well as e-procurement and e-commerce. The empirical findings from a survey of 76 manufacturing firms in Greece confirmed the crucial role of IT practices and techniques on the establishment of a sustainable competitive advantage based on Supply Chain Management. Managerial implications are discussed

Purpose – The purpose of this paper is to examine the influence of organisational culture and job satisfaction on the quality of services provided in higher education and to raise questions about the successful implementation of quality assurance and evaluation systems recently launched in Greece. Design/methodology/approach – Drawing on a sample of faculty and administration members at the Technological Educational Institution of Larissa, a structured questionnaire was developed to measure institute's culture, job satisfaction and the quality in services and internal processes. The Competing Values Framework was adopted to operationalise organisational culture, while higher education service quality was operationalised by adopting both the quality dimensions emphasising teaching aspects proposed by Owlia and Aspinwall and Waugh's measures of administration quality. Findings – Results indicate that specific culture archetypes are linked with different dimensions of higher education service quality. Hierarchy culture proved to be the most prevalent among administration staff, while clan and hierarchy archetypes dominated among faculty members. Practical implications – Understanding the nature of the association between organisational culture, job satisfaction and service quality would enable academics and administrators to reflect critically on the quality of teaching and quality improvement decisions and actions, so as to ensure the evaluation and successful implementation of service quality processes. Originality/value – The research led to the diagnosis of the culture profiles of both administration and faculty members. Findings also highlighted the importance of adhocracy culture in explaining the variance of all aspects of higher education service quality.