Table of contents
Productivity, quality and relationship marketing in service operations
Evert GummessonThe purpose of this article is to draw the reader’s attention to service productivity and its connection to service quality and eventually to profits. In service operations the…
16526
Introducing EPOS in Bass Taverns: a report of the case and an exploration of some of the issues
Michael Baker, Martin Wild, Silvia SussmannIT projects frequently fail, and many of those which survive do not deliver all they promise. In this paper, the authors discuss factors affecting the success and failure of IT…
1264
Matching the management of human resources to service operations
Conrad LashleyInformed by research projects undertaken at Nottingham Trent, this paper discusses the different HRM practices of some operators in fast‐food restaurants. Outlines the nature of…
6314
Mystery shopping programmes and human resource management
Margaret ErstadMystery shopper programmes are defined as a tool for evaluating and improving customer service. The development and implementation of a mystery shopper programme is discussed as a…
7983
ISSN:
0959-6119Online date, start – end:
1989Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Prof Fevzi Okumus