This paper describes research on the resources that underlie a manufacturing company’s service competence in its most established product group. Published methods for identifying and assessing resources are reviewed and, based on current theory, improvements are developed, tested and...

Customer waiting is regarded as one of the most critical aspects of service quality. Research has suggested various approaches to reduce the negative impact of waiting. This article investigates the waiting time performance of alternative service process designs that consist of two operations,...

In this paper, the relationship between operations strategy and performance through flexibility as a moderating variable is analysed within the service setting of engineering consulting firms in Spain. A framework for service strategy dimensions is suggested while manufacturing flexibility...

Postal companies around the world have been seeking methods to support their operational practices in order to keep or increase their market share. The Brazilian Mail and Telegraph Company (ECT) has a portfolio of products and services to offer to its customers through several similar postal...

Purpose – The purpose of this paper is to assess developments in the service literature over the last six years and to lay out some challenges and opportunities for the operations management academic community. Design/methodology/approach – The paper is based on issues raised in a previous...

Purpose – The aim of this paper is to investigate how the distinction between contact and non‐contact activities influences the design of service delivery systems and to identify key design decisions for structuring front office and back office work. Design/methodology/approach – Building...

Purpose – As hospital costs continue to rise, increasing attention is being paid to the way these organizations are and should be managed. This attention typically comes in the form of focus on costs of services, quality (often measured through mortality rates) and length of stay. Hospital...

Purpose – This paper aims to present a framework that will help manufacturing firms to configure their internal production and support operations to enable effective and efficient delivery of products and their closely associated services. Design/methodology/approach – First, the key...

Purpose – The purpose of this paper is to show how modularity manifests in a service context, more specifically in the provision of care and services to independently living elderly. Design/methodology/approach – Four case studies provide insight into the specification of relevant components...

Purpose – The purpose of this paper is to investigate the relationship between internal strategic fit and business performance, propose six classifications of internal fit using the “strategic map” managerial framework and identify how firms should best move from one classification to...