Purpose The purpose of this paper is to investigate how operations strategy and Lean concepts can be applied within a healthcare organisation and the degree to which both Lean and operations strategy are understood by senior-level National Health Service (NHS) personnel, based on the process of...

Purpose The purpose of this paper is to explore the contingencies and characteristics of service recovery system (SRS) design. Design/methodology/approach Informed by extensive case study data from two large Italian retail banks, the theory-building study builds on the seven design...

Purpose Modularity promises to relieve problems of complexity in service systems. However, limited evidence exists of its application in specialized hospital services. The purpose of this paper is to identify enablers, constraints, and outcomes of modularization in specialized hospital services....

Purpose The purpose of this paper is to explore influencing factors that affect the effectiveness of service recovery strategies using social network from operations management perspective. Specifically, the authors study the relationships between social media agent responses to customer...

Purpose – The purpose of this paper is to analyse the way in which the factors influencing a transformation towards or away from modularity, according to general modular systems theory, appear in the context of health services, and the extent to which the special characteristics of health...

Purpose – In retail settings, customer satisfaction is generally associated with a global evaluation of the store, i.e. the store image. Waiting for service is not part of the store image dimensions, but it does play an increasingly important role in the retail experience where waits are often...

Purpose – The purpose of this study is to provide insights into the role of governance mechanisms in fostering innovativeness in horizontal service cooperations. Design/methodology/approach – Data were collected from 225 horizontal service cooperations in the logistics industry via an online...

Purpose – The purpose of this paper is to discuss the importance of a coordinated marketing and operations strategy in goods and service producing business organizations. Customer engagement and co-production are imperative service delivery considerations, and therefore an aligned marketing...

Purpose The purpose of this paper is to examine the relationship between patient safety culture and hospital performance using objective performance measures and secondary data on patient safety culture. Design/methodology/approach Patient safety culture is measured using data from the Agency...

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)...