The literature on organization design has been dominated by descriptive models in its dealing with structure and operations. This paper takes an alternative view advocating the use of a normative model to be used in the design of service organizations. This model sees the extent of customer...

This research provides an empirically derived measurement model for customer contact, a widely used construct in service management. The model was created by applying two psychometric scaling techniques, Multidimensional Scaling (MDS) and the method of paired comparisons, and Content Analysis,...

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Delivering high quality service during the service encounter is central to competitive advantage in service organizations. However, achieving such high quality while controlling for costs is a major challenge for service managers. The purpose of this paper is to present an approach for...

This paper is concerned with the discipline of Operations Management. The paper looks at the convergence and divergence of research in OM in Scandinavia, the US, and the UK. The three different research traditions are described and analysed separately and then compared and contrasted. A short...

This paper presents an exploratory investigation of the Manufacturing/Marketing (hereafter M/M) interface. From the literature and prior empirical work in M/M strategies, we propose a path model for assessing the mediating impact of the M/M interface harmony on M/M morale and business...

As firms are increasingly transforming their organizations in response to environmental pressures and hypercompetition, the traditional sequence of manufacturing and marketing (hereafter M/M) strategy formulation and implementation is undergoing scrutiny. Questions are being raised about how to...