Purpose – Through means of an empirical study of service recovery in US retail banking this paper aims to examine the link between satisfaction and various recovery strategies. Design/methodology/approach – A total of 310 bank customers responded to a survey addressing customer demographics,...

Inventory pooling is at the root of many celebrated ideas in operations management. Postponement, component commonality, and resource flexibility are some examples. Motivated by our experience in the aftermarket services industry, we propose a model of inventory pooling to meet differentiated...

Purpose – Privately financed infrastructure projects commonly use a project finance structure. Project finance is expected to facilitate investment flow in risky environments. The objective of this paper examines the link between the use of project finance and investments in risky...

Operations reversal is a process design principle that involves switching two consecutive stages of the manufacturing process to improve process performance. In this paper we investigate conditions under which operations reversal can be used to reduce the variability---as measured by the...