International Journal of Operations & Production Management: Volume 40 Issue 3

The effect of service improvisation competence on hotel performance

Enrico Secchi, Aleda Roth, Rohit Verma

The development of a service improvisation competence (Serv-IC), operationally defined as “the systemic ability of a service firm’s employees to deviate from established service…

Supplying resilience through assessing diversity of responses to disruption

Helena Kahiluoto, Hanna Mäkinen, Janne Kaseva

The purpose of this paper is to contribute to the theory and practice of supply chain management in terms of how an organisation should structure its supply base to be resilient…

Boundary buffering: limiting interference and information leakage in design teams

Xiaosong (Jason) Wu, Wei (Wayne) Huang, James Jiang, Gary Klein, Shan Liu

Two challenges faced by automotive component design projects within contracted design agencies are (1) specification changes requested by the manufacturers and (2) product…

Preventing supplier non-conformance: extending the agency theory perspective

Anton Shevchenko, Mark Pagell, Moren Lévesque, David Johnston

The supply chain management literature and agency theory suggest that preventing supplier non-conformance—a supplier's failure to conform to the requirements of the buyer—requires…