Success in human resource management (HRM) depends on the question of whether applied practices of HRM meet specific contingency factors and are appropriately configured. Using this argument, the present article examines HRM in professional service firms (PSFs) in pursuit of three objectives....

What do a Mongolian stir-fry restaurant and a medical lab providing home testing solutions have in common? They are both innovative services that base their success on customers controlling part of the service delivery. These providers allow service tasks to be performed by the customers as a...

The customization of a service often depends on the “performance” delivered by front-stage service employees. Drawing on the theory of dramaturgy and service marketing, we present a typology identifying four distinct and viable configurations for achieving different types of service...

It has often been claimed that services are so much special and featured by challenging characteristics such as "intangibility", "perishability" "simultaneity" and "heterogeneity". This paper will show that indeed services and industrial manufacturing are both featured by same process...

Despite the prevalence and significance of walk-ins in healthcare, we know relatively little about how to plan and manage the daily operations of a healthcare facility that accepts both scheduled and walk-in patients. In this paper, we take a data analytics approach and develop the first...

Die Bedeutung der Interaktion und das Problem der Koordination im Dienstleistungsprozess Interaktionsökonomische Schema der Verhaltenssteuerung Die dyadische Anbieter-Nachfrager-Interaktion im Dienstleistungsprozess Die Koordinationsinstrumente und deren Einsatzmöglichkeiten bei der...