"Operations and supply chain management (OSCM) is a key element in the improvement in productivity in business around the world. Establishing a competitive advantage through operations requires an understanding of how the operations and supply chain functions con-tribute to productivity growth....

Purpose – In their seminal book, The Experience Economy , Pine and Gilmore point out that customers buy experiences and are willing to pay a steep premium for them and hence service organizations should try to make them more fun. The purpose of this paper (and the premise of the recent book)...