Special Issue on Benchmarking in services

Citation

(2003), "Special Issue on Benchmarking in services", Benchmarking: An International Journal, Vol. 10 No. 1. https://doi.org/10.1108/bij.2003.13110aaa.003

Special Issue on Benchmarking in services

Recent decades in the developed parts of the world could be characterized by a movement from extractive, agricultural and manufacturing-based economies toward service-based economies. With relatively low barriers to entry, escalating expectations of consumers, and advances in technology, the service sector has become a highly competitive and dynamic business environment.

In order to rapidly adapt to changing demands and changing technologies, organizations must become increasingly open to new ideas and approaches to doing business. Benchmarking provides a means to increase an organization's competitive performance by comparison with best-in-class organizations. Organizations in one service sector can learn from best-in-class organizations in other service sectors as well as those in the manufacturing sector.

Papers are invited for a special issue of Benchmarking - an International Journal on "Benchmarking in services". This special issue will investigate how benchmarking activities are carried out in the service sector and the impact of these activities on service organization performance. Theory building and empirical theory testing papers are welcomed as well as case studies and best practices experiences. Topics include but not restricted to:

• •

  reasons for the increased importance of benchmarking in services;

• •

  the process of service benchmarking;

• •

  challenges and limitations of service benchmarking;

• •

  use of models for benchmarking in services;

• •

  innovative approaches to internal and/or external benchmarking in services;

• •

  best practices experiences in service benchmarking;

• •

  performance measures and measurement issues in service benchmarking.

Manuscripts should be 3,000-5,000 words in length, single-spaced and in A4 Word format. All contributions are subjected to double-blind review. There should be a separate title page giving the names and full addresses of the authors (including e-mail addresses). Manuscripts, following the BIJ guidelines (http://www.emeraldinsight.com/bij.htm, should be sent as e-mail attachments to the guest editors by 30 September 2003.

Guest Editors for the Special Issue

Jaideep Motwani, PhD Department of Management Grand Valley State University 301 W. Fulton #510 Grand Rapids, MI 49504 USA E-mail: motwanij@gvsu.edu Tel: + 616-336-7467 Fax: + 616-336-7445

Victor E. Sower, PhD, CQE Department of Management and Marketing Sam Houston State University PO Box 2056 Huntsville, TX 77341 USA E-mail: sowerv@shsu.edu Tel: + 936-294-1272 Fax: + 936-294-3612