Purpose – The purpose of this paper is to examine to what extent the factors of the operating environment influence the structural dimensions and subsequent performance of a firm's recovery system. Design/methodology/approach – Using contingency theory and a sample of 158 service firms, this...

Purpose – The purpose of this paper is to close the gap between theoretical approaches to strategic operations auditing and empirical analysis of practice in service organisations. Through analysis of the two different views of strategy formulation – environment‐market and resource‐based...

In preparation for health care reform, many hospitals are contemplating redesigning their physical facilities and altering patient care policies. Uses a large Texas hospital as the subject of this study which was considering implementing policy changes in obstetric patient care along with...

Consensus building plays an important role in strategy formulation and implementation. Previous researchers have attempted to find a link between goal consensus among top management and organizational performance, mainly in manufacturing settings, with varying results. Few extant studies have...

Over the last 20 years we have witnessed the emergence of a large‐scale, world‐wide academic movement concerned with the management of services. This paper charts the role and impact of operations management on this movement and proposes that the current key focus for service academics...

This article presents the results of a study using discrete choice analysis (DCA) in the dine‐in pizza industry. DCA offers an effective approach for incorporating customer preferences into operating decisions in service businesses. Our results show how customers tradeoff among several...

User dissatisfaction with the performance of internal systems design departments is widespread. It is demonstrated here that viewing such a department as a service operations system, operating within a particular market, throws light upon the causes of dissatisfaction and indicates possible...

The customer‐contact interface is discussed here. Defined as interactive service operations, it can be divided into two separate levels, first, the service operations interface between the firm and its customers and, secondly, the internal interactions of the firm′s operations driven by...

Purpose The purpose of this paper is to develop measurement scales for customer contact in a technology-generated context. Design/methodology/approach The authors adapted the scales of Froehle and Roth (2004), by following a systematic scale adaptation and development process. The adapted scales...