Search Results - subject:"Service Operations"

The effects of customer contact on conformance quality and productivity in Chinese service firms

Xu, Kefeng; Jayaram, Jayanth; Xu, Ming - In: International Journal of Quality & Reliability Management 23 (2006) 4, pp. 367-389

Purpose – The purpose of this research is to examine how service enablers such as resource management and human resource management practices, identified in prior research as vital, influence both conformance quality and productivity performance. The paper also aims to study how the level of...

Persistent link: https://www.econbiz.de/10014800359

Operations strategy and flexibility: modeling with Bayesian classifiers

Abad‐Grau, María M.; Arias‐Aranda, Daniel - In: Industrial Management & Data Systems 106 (2006) 4, pp. 460-484

Purpose – Information analysis tools enhance the possibilities of firm competition in terms of knowledge management. However, the generalization of decision support systems (DSS) is still far away from everyday use by managers and academicians. This paper aims to present a framework of...

Persistent link: https://www.econbiz.de/10014823953

Pricing objectives over the service life cycle: some empirical evidence

Avlonitis, George J.; Indounas, Kostis A.; Gounaris, … - In: European Journal of Marketing 39 (2005) 5/6, pp. 696-714

Purpose – To explore the pricing objectives that service companies pursue along with the extent to which these objectives are influenced by the stage of the services' life cycle. Design/methodology/approach – Reviews the existing literature and analyzes data from 170 companies operating in...

Persistent link: https://www.econbiz.de/10014722258

Recreational training encourages learning and boosts morale at Associa : Courses range from water‐skiing to dog psychology

In: Human Resource Management International Digest 13 (2005) 5, pp. 37-38

Purpose – Describes how membership‐services company Associa has built “recreational training” into its training and development policy and allocates every employee £100 a year to learn a new skill, whether or not related to his or her job role at work. Design/methodology/approach –...

Persistent link: https://www.econbiz.de/10014752076

Service operations management: from the roots up

Johnston, Robert - In: International Journal of Operations & Production Management 25 (2005) 12, pp. 1298-1308

Purpose – The purpose of this paper is to assess developments in the service literature over the last six years and to lay out some challenges and opportunities for the operations management academic community. Design/methodology/approach – The paper is based on issues raised in a previous...

Persistent link: https://www.econbiz.de/10014789815

Optimisation of the determinants of e‐service operations

Ghosh, Sid; Surjadjaja, Heston; Antony, Jiju - In: Business Process Management Journal 10 (2004) 6, pp. 616-635

E‐service operations that attract and influence customers to buy products and/or services from specific sites is a …‐service companies, and their views were ascertained on those determinants affecting e‐service operations. The aim of this paper is to … provide a specific solution that isolates the critical determinants for e‐service operations. This paper demonstrated the …

Persistent link: https://www.econbiz.de/10014687583

What experts say about managing hospitality service delivery systems

Bowen, John; Ford, Robert C. - In: International Journal of Contemporary Hospitality Management 16 (2004) 7, pp. 394-401

An extensive review of literature was conducted to see if there was evidence indicating there are differences in the management of hospitality organizations and manufacturing organizations. The literature was divided into three areas: organizing, staffing, and commanding. The results of the...

Persistent link: https://www.econbiz.de/10014762683

Measuring the efficiency of Brazilian post office stores using data envelopment analysis

Borenstein, Denis; Luiz Becker, João; José do Prado, Vaner - In: International Journal of Operations & Production Management 24 (2004) 10, pp. 1055-1078

Postal companies around the world have been seeking methods to support their operational practices in order to keep or increase their market share. The Brazilian Mail and Telegraph Company (ECT) has a portfolio of products and services to offer to its customers through several similar postal...

Persistent link: https://www.econbiz.de/10014789731

Six Sigma in the UK service organisations: results from a pilot survey

Antony, Jiju - In: Managerial Auditing Journal 19 (2004) 8, pp. 1006-1013

Six Sigma is now increasingly applied to a variety of processes ranging from manufacturing to service and variegated transactional processes. Six Sigma has been proved to be a rigorous pursuit of the reduction of process variation and defect rate in all critical business processes to achieve...

Persistent link: https://www.econbiz.de/10014928905

Designing a newe‐business model for a commercial real estate enterprise: a case study

Stavrovski, Boris - In: Online Information Review 28 (2004) 2, pp. 110-119

A new e‐business model for implementing complex business transactions via the Internet has been created. The model involves search, negotiation, and legal closing, and its implementation, as described here, is able to: quantitatively evaluate preferences of potential customers (tenants and...

Persistent link: https://www.econbiz.de/10014965426