Today it is widely recognized that service operations research lags behind its manufacturingcounterpart (Heineke and Davis, 2006; Ellram, Tate and Billington, 2007; Metters andMarucheck, 2007). As Chase (2004) poignantly noted, “80% of the United States’ economyis in services, but 80% of operations...

Purpose – The primary purpose of this paper is to examine the relationship between people‐level learning dimensions, structural level‐learning dimensions and performance outcomes. The paper proposes and tests the original classification of dimensions of learning organization as given by...

Purpose – The purpose of this study is to assess employees' perceptions of their organizations' orientation towards learning in manufacturing and service firms. Design/methodology/approach – The Dimensions of the Learning Organization Questionnaire (DLOQ) developed by Marsick and Watkins,...

Purpose – This paper aims to examine a case study of an Indian public sector bank (PSB) to better understand the employee's experience of the change, specifically top‐down culture change. Design/methodology/approach – This study uses a qualitative case study approach to describe and...