Purpose The purpose of this paper is to explore the contingencies and characteristics of service recovery system (SRS) design. Design/methodology/approach Informed by extensive case study data from two large Italian retail banks, the theory-building study builds on the seven design...

Hong Kong is frequently portrayed as a modern international city at the cutting edge of the twenty-first century, the so-called ‘Asian century.' Yet Hong Kong's corporate insolvency law remains very much rooted in mid-twentieth century England. One finds in the Hong Kong Companies Ordinance...

Although the English literature on cross-border insolvency dates back almost two centuries, it is only during the last two decades that the subject has truly emerged from the shadows. The growing awareness of cross-border insolvency issues is no doubt closely bound to the increasing pace of...

Purpose – The purpose of this paper is to examine the leadership role of authors, institutions, and countries based on research co-authorship networks in the field of operations management (OM) and ranks European authors, institutions, and countries using network centrality measures. It also...