International Journal of Service Industry Management: Volume 7 Issue 3
Subjects:
Table of contents
Financial service industry mismanagement : Institutionalization and conformist strategy
Gregory B. VitStates that the financial services industry application of mainstream strategy literature gives ample consideration to an organization’s task and technical environment. Points…
1157
Why variation reduction is not everything: a new paradigm for service operations
Curtis P. McLaughlinHighlights that one service industry in the USA ‐ health care ‐ has accepted high inherent rates of variation into its process designs. Notes that, increasingly, health care…
2257
Understanding demographic effects on marketing communications in services
Maureen FitzGerald, David ArnottPoints out that research into the use of demographics as a segmentation variable has waned in favour of other variables, noting that research is sparse into links between…
7716
HRM service practices: flexibility, quality and employee strategy
James Arrowsmith, Ann E. McGoldrickReports that the continued need to meet increasingly competitive conditions in service industries has encouraged the development of a more strategic human resource approach in…
9073