Purpose – Performance of service desk is critical to an organization. The purpose of this paper is to examine the performance measurement system of a technical assistance center at one of the largest semi‐conductor manufacturers in the world. The study examines top performance issues faced...

Despite the rapid growth and lure of the service sector, entrepreneurs are well advised to consider the numerous competitive challenges encountered when owning and operating a service business. The unique nature of services (i.e. intangibility, heterogeneity, perishability, simultaneity) serves...

Purpose – Though resource based view (RBV) has been applied extensively in supply chain studies to examine how firms utilize logistics resources to attain superior performance, relatively little attention has been directed to exploring the effects of operational routines on logistics and...

Purposes – In the relevant literature about container terminals (CTs), most studies focused on the internal operational management of CT operators. In practice, for improving the performance of CT operators, the external customers’ requirements should also be considered. The purpose of this...

This research is the first study to evaluate and compare alternative service positioning matrices using rigorous statistical analysis and a common data set based on a variety of service processes. The matrices are evaluated based on five guidelines: clarity of construct definitions, conceptual...

This paper focuses on gaining insight into the impact of TQM on the business performance of the service sector of the economy. The study yields clear evidence that TQM implementation improved business performance in the service sector of Singapore. Success of TQM implementations appears to be...

Service managers are continually challenged with balancing customer demand and service capacity. Recent studies have raised awareness of various demand and capacity management practices available to services, but little numerical work has been done to identify how these decisions work together...

This paper reports a study that was carried out to obtain comprehensive performance ratings to gauge the productive and service quality performance of a public transit company using a recent performance measurement method called operational competitiveness rating (OCRA) analysis. The computed...

The specific challenges with which companies pursuing international manufacturing strategies are faced, if their output also contains a service dimension, are addressed. A theoretical framework is proposed based on three virtually complementary perspectives by integrating international...

Geographically‐dispersed, global service organisations must find cost‐effective ways of delivering consistent service quality while recognising local differences in service culture. For such organisations, the management of operations cannot be separated from issues of training, corporate...