Table of contents
Lead‐time Models of Business Processes
Emilio Bartezzaghi, Gianluca Spina, Roberto VergantiIn recent years, time‐based competition (TBC) has drawn the attention ofseveral practitioners and academicians. Much evidence has been putforward from case studies in order to…
Understanding the Roles of the Customer and the Operation for Better Queue Management
Mark M. Davis, Janelle HeinekeQueuing, a familiar element of most service delivery systems, has thepotential for significantly affecting the customer′s overallsatisfaction with the service encounter. A…
Performance Measurement in Local Government – Concept and Practice
Abby Ghobadian, John AshworthIn most industrialized economies the services sector accounts for morethan half the GNP. Moreover, the services sector, unlike other sectors,has grown steadily over the past two…
Improving Service: Managing Response Time in Hospitality Operations
Peter Jones, Michael DentInvestigates customer attitudes to waiting times in the hotel andrestaurant industry, based broadly on Maister′s “psychology of waitinglines”. Results of a survey of 100 customers…
The Importance‐Performance Matrix as a Determinant of Improvement Priority
Nigel SlackA crucial stage in the formulation of operations strategy is thederivation of a ranked (or rated) list of competitive factors such asquality, flexibility, cost. This list is used…
Towards a Simple, Visual Representation of Fit in Service Organizations: The Contribution of the Service Template
Roy V.W. Staughton, Christine S. WilliamsPursues the concept of fit, defined as congruence between thecapabilities of an operation and the characteristics sought by themarket it was set up to serve. Traces the design…
Automation in a Customer Contact Environment
Paul Walley, Viresh AminService industries, contrary to popular opinion, can have a high levelof investment in automation and technology, but most attention focuseson back office technology. Investigates…
ISSN:
0144-3577Online date, start – end:
1980Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Tobias Schoenherr
- Prof. Constantin Blome
- Robert D. Klassen