Purpose: The objective of this work is to empirically investigate the design of a service delivery system that supports the provision of modular service logistics offerings. Design/methodology/approach: An in-depth single-case study relying on interview data and extensive documentary evidence...

Purpose: This study aims to develop and empirically validate the concept of experience capability, which represents an organisation's ability to be adept at managing the customer experience. Organisations that build an experience capability develop an expertise in deploying a set of resources...

Purpose: The purpose of this paper is to provide novel theoretical insight into service delivery system (SDS) design. To do so, this paper adopts a customer journey perspective, using it as a frame to explore dimensions of experience quality that inform design requirements....

The Information service sector e.g. utilities, telecommunications and banking has grown rapidly in recent years and is a significant contributor to the Gross Domestic Product (GDP) of the world’s leading economies. Though, the information service sector has grown significantly, there have been...

Purpose – The purpose of this paper is to set out to explore how cancer patients and their carers perceive and evaluate the healthcare experience in order to develop and validate a classification framework for experience quality in healthcare. Design/methodology/approach – The empirical work...

Purpose – This paper aims to develop a conceptual resilience‐based model that takes account of the competing success factors of patient safety, finance, improvement targets and staff workload in NHS hospitals in the UK. Design/methodology/approach – A safe working envelope model was...

This report was produced following a high value manufacturing workshop involvinga range of academics, practitioners and policymakers organised by AIM Research andthe Technology Strategy Board. The purpose of the discussion was to explore whathigh value manufacturing meant to UK manufacturers,...