Addresses the feasibility of applying the theatre analogy in the service industries, where terms borrowed from the stage are used frequently to describe guest‐customer relations and interaction. Principles from the fragments of Aristotle′s Peri Poietikes supplied the framework for a critical...

1 Motive, Zielsetzung und Struktur -- 2 Kundenzufriedenheit — ein Wettbewerbsfaktor mit steigender Bedeutung im Zuge der Globalisierung der Automobilindustrie -- 2.1 Wettbewerbsfaktor Kundenzufriedenheit -- 2.2 Quantifizierung der Kundenzufriedenheit -- 2.3 Einflussfaktor Liefertreue -- 3 Die...

Purpose – This paper seeks to present an empirical snapshot of the application of operations management (OM) activities in Australian service firms. The four key areas addressed in this study are the nature or characteristics of services, the level of importance of OM techniques, the level of...

Purpose – The purpose of this exploratory research paper is to present a strategic profiling managerial framework that enables businesses to show visually the level of internal strategic fit in their organisation. Using this framework, service operations managers are able to understand the...

Purpose – The purpose of this paper is to explain why the historical integration of manufacturing with service was quickly seen as advantageous in some circumstances, but not so in others. Design/methodology/approach – The paper reviews the history of manufacturing companies in the USA...

The service sector of the American economy is expanding very rapidly at a greater than 6 per cent annual growth rate during the 1984‐88 period. The extraordinary growth of the service sector in the last two decades has focused attention on the challenges of effective management of service...

In recent years, it has become almost commonplace amongst production and operations management practitioners that the concepts, principles, methodologies and techniques from manufacturing can be applied to service operations. This article attempts a framework for thinking about organisations and...

Most Western countries are demonstrating a trend in the public and private sector away from traditional manufacturing operations. This has resulted in customer‐led pressure for Production/Operations Management teachers to give service operations equal time with manufacturing. Service...