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Explains that efficient service delivery can often present a problem for marketers due to the nature of the services. Summarizes the two general methods already suggested for improving the efficiency of service delivery – technological and humanistic. Discusses managerial guidelines for the implementation of these approaches to service delivery in several service industries, based on two service classification schemes.

Innovative design and execution approaches are employed in infrastructure sectors and planning to enhance the integrated project delivery system, assure the sustainability of infrastructure projects, and meet the demands of the dynamic, changing environment. Delivery methods must incorporate new technologies. By combining digital technology, teamwork, and mass manufacturing, a greater degree of exceptional quality, sustainability, and resilience in the environment will be generated. As a result, a new approach does not rely on the reaction policy, but instead considers alternative scenarios and employs a simulation model to determine the best course of action.

In the paper, the system dynamics approach to construction management is validated in light of pertinent research. Additionally, it describes the difficulties facing the infrastructure projects' delivery system. Additionally, the strategy for system dynamics creation is described. This strategy includes a causal loop diagram, generates a stock-flow diagram, and simulates forecasts of model behavior over time. Next, the optimization model's validation process is used to create a system dynamics model for choosing the best infrastructure project delivery system project and controlling it to maximize sustainability, mass production, digital integration, and team integration. The dynamic complexity of project management is growing.

The primary goal is to present a system dynamics (SD) simulation to look at how well infrastructure projects perform in terms of choosing the best method for delivering infrastructure projects. One of the most ideal methods for delivering projects is integrated project delivery. An effective methodology for making strategic decisions on the choice of the best project delivery method. In order to enhance certain infrastructure project delivery system metrics for sustainability, mass production, digital integration, and team integration, the model included building strategy and sophisticated system dynamics simulation. According to the construction strategy, the outcomes have been satisfactory.

System dynamics research has been done to replicate the idea of contemporary construction in order to determine the best approach for delivering infrastructure. The government and decision-makers would benefit from understanding this research as they decide on the best delivery method for boosting the sustainability and productivity of infrastructure projects in Egypt.

Price reliability for complex and highly complicated infrastructure projects is problematic. Traditional project delivery approaches generally fail in achieving targeted end cost reliability. However, integrated project delivery (and particularly Alliancing), develop a far more reliable and robust project delivery plan and outturn time-cost targets. This paper aims to explore why this may be the case.

This case study investigated the project design, planning, cost/time estimation approach and how risk/uncertainty was dealt with. Five senior project delivery experts from an organisation that delivers multi-billion-dollar infrastructure projects in Australia were interviewed. These five experts collectively had 100+ cross-disciplinary experience years delivering complex infrastructure projects.

Alliancing adopts a radically different approach to project design, time/cost planning and risk assessment and management to traditional project delivery approaches. Key findings explain how the project alliance agreement designs-in processes that maximises team integration and collaboration. Analysis concludes that design thinking is used to craft and shape collaborative behaviours and project governance. Additionally, including project owner and facilities operator representatives in the project team adds valuable insights, expertise and knowledge contributing to planning reliability.

This study is exploratory and focussed on complex infrastructure projects so findings cannot be generalised.

We unpack Alliancing processes that develop the target outturn cost plan, comprising a holistic and realistic plan to design a project to meet expected project outcomes. This case study may serve as an exemplar for complex project delivery.

This paper illustrates how Alliancing more effectively delivers best value than traditional procurement approaches through its TOC-TAE processes.

The paper contributes to the scant existing academic literature analysing these processes. Its novel contribution is explaining how Alliancing treats unexpected events that in traditional delivery forms trigger expensive and time-energy-wasting disputation. This case study may serve as an exemplar for complex project delivery.

Purpose – The purpose of this paper is to report a case study from a project funded by the Centre for Education in the Built Environment (CEBE) on the use of a blended learning delivery approach in property education. “Blended learning” is a combination of multiple teaching styles and delivery methods which aim to complement each other and work to support and enhance student learning. This paper aims to examine the use of a blended learning approach to teach economics to property and construction students with the aim of improving students’ engagement and employability. Design/methodology/approach – This paper presents the development and evaluation of a Property and Construction Economics module. A case study approach was used. An end‐of‐year evaluation of the module was conducted which aimed to obtain students’ feedback on the new delivery approach. An evaluation questionnaire was emailed to 164 students who enrolled on this module at the end of the academic year. A total of 82 completed questionnaires were returned, giving a response rate of 50 per cent. An analysis of questionnaire responses and written comments is presented. Findings – The students found that the overall structure of the module, including the lecture, workshops, seminars and the use of the Virtual Learning Environment was integrated well and it enhanced their overall learning experience. The students found the module structure was practical and had a good balance of theory and practice and the use of an issues‐based approach made economic concepts easier to understand. Several suggested changes were also made, focusing on greater use of technology during the module delivery and making it more “blended”. It was suggested a more interactive delivery style should be adopted, which would provide more support to students for learning and developing professional skills. An online discussion platform should be developed to facilitate students’ peer support. Originality/value – This paper is the first study to report both lessons learnt in the development of a blended learning delivery method together with students’ interaction with the blended learning environment in property‐related courses in the UK. The paper therefore constitutes the “best available evidence” on these questions and its significance lies in this contribution to knowledge. Property‐related course providers can use the experience of this case study to inform the design of blended learning in their programme in order to improve students’ learning experience and engagement.

The new South Africa came into being in 1994. The new government inherited the national public service and those of a variety of former provinces and homelands that had to be amalgamated to form a national unified public service. Although this task was accomplished rapidly, the resulting public service was very large, and exhibited many features of traditional bureaucracy, including hierarchical structures, limited automation and IT applications, low levels of training, a poor work culture, language and cultural barriers, and an overall orientation towards inputs and processes rather than service delivery and results. Within the first three years of the new order, substantial effort was devoted to reforming the bureaucracy. New public service legislation and regulations were introduced, new and powerful central personnel agencies were created, English became the language of administration, and substantial authority was devolved to departments and provinces. Despite these reforms, progress in improving results in terms of service delivery, especially to previously disadvantaged communities, was mixed. Towards the end of the 1990s increased attention was paid to means of improving service delivery. Three important initiatives in this regard were Batho Pele (1997), the adoption of eight nationwide principles for better service delivery; a public private partnerships initiative (2000) and the promotion of alternative service delivery. While alternative service delivery initiatives are largely at pilot stage, they offer a promising alternative both to traditional bureaucracy (with its cost and poor service delivery focus) and to a narrow version of privatisation (which could involve heavy social costs, job losses, and regressive redistribution of wealth). This paper reviews these developments and outlines some promising alternative service delivery pilot projects.

The purpose of this paper is to provide a retrospective evaluation of the findings first put forward in the article Efficiency in Service Delivery: Technological or Humanistic Approaches?, and to offer directions for further research and developments in the research area.

Research directions which emanated from the publication of the article have been examined in the light of current service(s) marketing theory and practice. As a result, promising current and future strands of research have been identified.

The original article examined technological and humanistic approaches to improving service delivery efficiency. In doing so, it included two services classification schemes which provided context for the managerial implications presented. The original article was published in 1989. Much has changed since then, especially with regard to technological approaches to service delivery. However, the implications included in the original article for the most part hold. Future researchers are offered a variety of possible directions to pursue in light of the changes, especially in technology, that have occurred since the publication of the original article.

The original article was highly rated and generated discussion and important further research. It has value as part of the history of service(s) marketing research. The retrospective analysis by the author gives a unique insight into processes and thinking associated with understanding key aspects that contribute to the historical development of service(s) marketing, and provides substantial food for thought for future research directions.

The purpose of this study is to present an overview of the existing knowledge on the combined application of lean, off-site and simulation (LOS) in housing delivery.

A systematic literature review approach was adopted. Based on a comprehensive search using Scopus, Web of Science and the International Group for Lean Construction databases, 66 relevant journal articles were identified and analysed.

This study found that the most significant impacts of the combined application of LOS in housing delivery are the capacity to visualise the production processes as a whole in real time, exposure and removal of non-value-adding activities from the production and faster delivery. However, the combined application of LOS is low compared to a single application of each technique in housing delivery.

The results provide relevant stakeholders and actors in the housing sector (private and public housing developers, off-site housing manufacturers and constructors, housing associations and government housing agencies, among others) with the information needed to improve the outcomes of housing delivery through the application of LOS.

This study contributes to the ongoing debate on addressing the global housing shortage by presenting an integrated overview of the existing knowledge on the impact of the nexus of LOS and providing compelling evidence for its usage in housing delivery. It also demonstrates how the combined application of LOS supports the achievement of the flow and value view in the transformation flow value model, which was not previously reported.

The purpose of this paper is to explore the extent to which learning styles influence tertiary students' preferences for flexible delivery and assessment methods in higher education.

A voluntary self‐administered questionnaire was distributed within three core undergraduate courses. A total of 891 students responded to the survey, across a range of locations, representing a response rate of approximately 45 per cent

Results reveal that learning styles do not appear to influence students level of preference overall for flexible delivery methods and assessment approaches. However, there remain a significant percentage of students who report that they do not want all course delivery to be online. The findings generally suggest that there are changing expectations of students in relation to delivery and assessment in tertiary education

The research has been conducted at undergraduate level in business disciplines and therefore may not adequately represent the opinions of postgraduate students, or students from other disciplines. In addition over 75 per cent of respondents fall within the Generation Y category, which means that these results may not be generalisable to older populations of learners.

Demonstrates to educators the importance of considering learning styles when developing, delivery and assessing courses, and reinforces that very few students desire entirely online courses.

The paper focuses specifically on the preferences of students in relation to assessment and delivery via technology and identifies critical considerations for course developers.

The move towards “blended learning”, consisting of a combination of online and face-to-face teaching, continues to gain pace in universities around the world. It is important, however, to question the quality of this learning. The OECD has made use of a model of “Readiness, Intensity and Impact” for investigating the adoption and use of eBusiness technologies. The purpose of this paper is to propose a framework, based on this model and adapted for blended learning, to assess the readiness, intensity of adoption and impact on blended learning offerings. The framework is tested via a description of how one university has adopted and used blended learning, and investigates the quality of the learning from this approach.

The framework is tested via a case study involving the assessment of a blended learning approach to the delivery of a first-year undergraduate accounting unit at Victoria University, Australia. Various approaches to delivery are assessed over a two-year period. The results are drawn from a survey specifically designed to identify students’ attitudes towards blended learning.

Despite having three new online options readily available for students to access, there was strong support for face-to-face delivery methods. In relation to the framework, the assessment suggested that certain aspects of the university's blended learning approach could be investigated further (particularly student readiness for different blended learning options and an overall assessment of the impact of a blended approach), to provide a more holistic view of the readiness to adopt and impact of the blended learning offerings.

The value of this contribution lies in the development of a unique framework to assess the impact of blended learning approaches from the viewpoint of student readiness and intensity of separate delivery approaches – whilst maintaining the need to evaluate the effectiveness of blended learning as an overall package.