Using a multiple case study, this paper is concerned with assessing the impact of senior management's approach and attitudes on service quality and its implications for middle and firstline managers. Date from 52 semi-structured interviews representing a variety of managerial levels suggests...

Service and construction require large resource, thus there is a need for a comprehensive method for optimal resource allocation. The purpose of this study is to develop and use scaled critical factor index (SCFI) for sustainable resource allocations in a service provision company and a lean...

This is not a research article but an opinion paper that shares insight into the field of performance measurement from both our direct observations and the views of several manufacturing and service companies from the UK and Norway. Data was collected through a survey on the adoption and...

The purpose of this paper is to present the findings from a case study from a large energy company in terms of what seems to influence the success rate of global projects. While the literature contains much research on success factors in traditional projects, limited findings have emerged when...

This paper concerns itself with the question of the forces behind privitisation and regulatory reform in local public transport in Europe. Two different approaches to the explanation of the changes are presented: the political and the economic. The paper gives a review of current discussions and...

Interest in construction industry (CI) innovation, particularly in information communication technology (ICT), has been steadily growing with the advent and widespread use of the Internet. However, despite its potential for delivering competitive advantage, many companies have failed to...

Stakeholder identification, management and engagement are recognized as key project management skills; however, this is a 'soft' skill that requires both intuition and a strong capacity for analysis. There are few tools and methodologies to which people undertaking stakeholder management...