Purpose – Through means of an empirical study of service recovery in US retail banking this paper aims to examine the link between satisfaction and various recovery strategies. Design/methodology/approach – A total of 310 bank customers responded to a survey addressing customer demographics,...

Inventory pooling is at the root of many celebrated ideas in operations management. Postponement, component commonality, and resource flexibility are some examples. Motivated by our experience in the aftermarket services industry, we propose a model of inventory pooling to meet differentiated...

Purpose – Privately financed infrastructure projects commonly use a project finance structure. Project finance is expected to facilitate investment flow in risky environments. The objective of this paper examines the link between the use of project finance and investments in risky...

Operations reversal is a process design principle that involves switching two consecutive stages of the manufacturing process to improve process performance. In this paper we investigate conditions under which operations reversal can be used to reduce the variability---as measured by the...

The purchase of business services is a growing activity among firms but with little appreciation that the purchase of a service requires a modification of the decision process developed for the purchase of material goods. A taxonomy for purchasing business services is developed to create a...

An important feature of emergency ambulance systems is that the probability of any given unit being busy is dependent upon which of the other units are busy. An analytical model incorporating this feature is developed and found to be reliable in predicting the entire response time distribution...