Purpose: The objective of this work is to empirically investigate the design of a service delivery system that supports the provision of modular service logistics offerings. Design/methodology/approach: An in-depth single-case study relying on interview data and extensive documentary evidence...

Purpose – The paper seeks to evaluate the drivers of customer satisfaction (CS), specifically exploring the impact of business process management (BPM) on service quality and CS. Design/methodology/approach – A longitudinal case study uses quantitative and qualitative data to test six...

This research develops a longitudinal study that builds upon previous findings that operations performance of service delivery can positively affect customer satisfaction, further extending this verdict to point out operations performance as a direct determinant of customer loyalty. Path...

Purpose: The purpose of this paper is to provide novel theoretical insight into service delivery system (SDS) design. To do so, this paper adopts a customer journey perspective, using it as a frame to explore dimensions of experience quality that inform design requirements....

Purpose: This study aims to develop and empirically validate the concept of experience capability, which represents an organisation's ability to be adept at managing the customer experience. Organisations that build an experience capability develop an expertise in deploying a set of resources...

This report was produced following a high value manufacturing workshop involvinga range of academics, practitioners and policymakers organised by AIM Research andthe Technology Strategy Board. The purpose of the discussion was to explore whathigh value manufacturing meant to UK manufacturers,...