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11 – 20 of over 256000Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17;…
Abstract
Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management Volumes 8‐17; Structural Survey Volumes 8‐17.
Aruna Apte, Uday M. Apte and Rene G. Rendon
Services acquisition in the US Department of Defense (DoD) has continued to increase in scope and dollars in the past decade with over $200 billion spent for services in 2008. In…
Abstract
Services acquisition in the US Department of Defense (DoD) has continued to increase in scope and dollars in the past decade with over $200 billion spent for services in 2008. In this empirical study, we conducted a web-based survey to collect primary data on management practices in services acquisition in the U. S. Navy and studied such areas as contract characteristics, management approaches, and program management issues. The paper presents summary results of our survey, implications of current management practices, and recommendations useful for improving services acquisition in the Navy.
Elmar Holschbach and Erik Hofmann
This paper aims to investigate how buying companies manage the quality for their externally sourced business services. It explores how quality management for business services…
Abstract
Purpose
This paper aims to investigate how buying companies manage the quality for their externally sourced business services. It explores how quality management for business services influences the performance of the buying company and what the major determinants of quality management are. The paper presents case evidence on which a conceptual model with preliminary propositions is built upon.
Design/methodology/approach
The paper uses case study evidence from eight manufacturing and eight service companies. Drawing on the findings of these case studies, a conceptual model with propositions is presented.
Findings
The paper suggests that buying companies do not yet use quality management for externally sourced business services to its full potential. However, buying companies using quality management practices for business services report positive effects on service quality and satisfaction of internal or external customers. The major determinants affecting the intensity of quality management are the usage of the service by the buying company, the risk associated with quality failures, the degree of standardization, and volume of the purchased service.
Research limitations/implications
The research is based on information from 16 companies located in Germany and the conducted study is exploratory in nature. The collection of statistical data will be subject to future research as suggested in this paper.
Practical implications
The insights obtained from this paper can assist purchasers in their decision on how to design quality management practices. By understanding, what determines the quality management practices of buying companies, service providers may better adjust their service offerings to customers' requirements.
Originality/value
Quality management for business services in professional procurement has not attracted much academic attention so far, as literature on quality management has mainly adopted the perspective of a goods or service provider. Literature on the purchasing of services concentrates on the differences between the purchasing of goods and services and literature on service quality focuses on consumer services. This paper fills this gap conceptually with a multiple case study and offers guidance for further research.
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The purpose of this paper is to explore the practical issues regarding standards and the management of IT services delivered by external or outsourced service providers called…
Abstract
Purpose
The purpose of this paper is to explore the practical issues regarding standards and the management of IT services delivered by external or outsourced service providers called managed service providers (MSPs).
Design/methodology/approach
Extensive review of published materials from academic and industry sources is carried out to discuss the managed services practice as well as IT standards applicable for managed services.
Findings
Implementation of international IT standards such as the ITIL framework for IT service management benefits both internal IT organizations and MSPs. Availability of a common standard for managing IT services makes the transition of IT service management from the client organization to an MSP or from an MSP to another MSP less painful and helps to reduce or eliminate service disruptions.
Practical implications
The ultimate objective of this paper is to offer MSPs as well as internal IT organizations a comprehensive discussion on the IT standards that are applicable for managed IT services.
Originality/value
It is believed that this paper will help both MSPs as well as the internal IT organizations to understand the importance of having a common standard for managing IT services.
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Audrey Gilmore and David Carson
Traditionally, senior management has focussed on a customer‐oriented search for competitive advantage in improving its marketing performance. There have been many systems…
Abstract
Traditionally, senior management has focussed on a customer‐oriented search for competitive advantage in improving its marketing performance. There have been many systems, procedures and measurement approaches created for improving a company’s overall performance which have achieved varying levels of success. Until recently, little attention has been given to the consideration of the most suitable management competences for improving the quality of marketing decision making in services management. Takes a conceptual approach to addressing the question of what management competences might be and how they can be integrated for services marketing. Considers pertinent issues in relation to relevant marketing management competences which are necessary if the quality of marketing decision making in services is to be improved.
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Alireza Naser SadrAbadi, Seyed Mahmood Zanjirchi and Negar Jalilian
In Iran, the Bank A is one of the largest and most effective banks of the banking network. The continued success of Bank A in improving the economic level of the country and…
Abstract
Purpose
In Iran, the Bank A is one of the largest and most effective banks of the banking network. The continued success of Bank A in improving the economic level of the country and satisfying the customers depends on recognizing all banking activities and processes in the form of supply chain and performing the necessary managerial acts in order to enhance the relevant processes. In this regard, the present study aimed to improve the most effective processes of banking services supply chain of Bank A in Iran.
Design/methodology/approach
The present study was applied and descriptive. Research population included the heads, deputies and active experts in Bank A, who were selected through judgmental and saturation sampling methods to complete the questionnaire and participate in interviews and conference sessions. Regarding to aim of study, the integrated approach of intuitionistic fuzzy based DEMATEL-ISM was used.
Findings
According to the results, the processes of product delivery, information technology management, public relations and advertising management, risk management, and marketing and sales management exerted the most impacts on other processes in the supply chain. Finally, after designing a process improvement path, solutions were presented to improve the most effective processes.
Originality/value
In this research, efforts were dedicated to the recognition of the major processes of the services supply chain of Bank A, designing the process framework of the bank and improving the prioritized processes by evaluating the causal relations that exist among the processes of the services supply chain.
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Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18;…
Abstract
Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.
Timothy G. Hawkins, Mark E. Nissen and Rene G. Rendon
Knowledge-based services (KBS) comprise a major portion of services acquired by public organizations. However, their procurement is not well managed; consequently, inefficiencies…
Abstract
Knowledge-based services (KBS) comprise a major portion of services acquired by public organizations. However, their procurement is not well managed; consequently, inefficiencies abound. Therefore, this study explores whether and how KBS can be sourced more efficiently by examining best practices and precepts from knowledge management theory. A spend analysis of one agencyʼs spend is used to identify the types of KBS procured. Interviews from 12 cases are then used to identify best practices and cost drivers in sourcing KBS. Twenty one recommendations for improving efficiency in sourcing KBS are offered. The findings suggest that potential is available from demand reduction strategies, and that public policy governing the procurement of knowledge is needed. The research concludes with theoretical implications and suggestions for future research.
The purpose of this paper is to explore the humanitarian service management categories that influence long-term transformation within complex community-based service ecosystems.
Abstract
Purpose
The purpose of this paper is to explore the humanitarian service management categories that influence long-term transformation within complex community-based service ecosystems.
Design/methodology/approach
This study utilizes mixed methods to present a dynamic model that provides insight into the complexities of supplying, distributing and transporting charitable resources to underserved communities. The interdisciplinary study draws on the theory of service-dominant logic and service science, presents critical elements of transformative service research and uses system dynamics approach to propose a visual causal loop model.
Findings
This study develops a dynamic model for studying humanitarian service and value propositions in underserved communities. This paper combines the extant literature to emphasize key humanitarian service categories that influence, and are influenced by, service exchanges within community-based contexts.
Research limitations/implications
This paper is limited in providing quantitative methods in analyzing the case study data. However, the research is still helpful in providing acumen via the causal loop diagram to specifically look into each variable and see their cause and effect relationships in the community-based ecosystem. The research represents an opportunity to model the humanitarian aid and relief scenarios to help make more effective decision-making interventions.
Practical implications
The model serves as a managerial tool to determine critical services that optimize resource utilization within the community-based service ecosystems. Insights from this research are broadly applicable to the contexts of humanitarian logistics and supply chain management (HLSCM) solutions for community-based ventures.
Originality/value
This paper conceptualizes how the management of service-for-service exchanges, logistics services and charitable donation management provides transformational humanitarian services and value propositions within underserved communities. This study further provides fundamental contributions by addressing research gaps in the HLSCM domain by supporting service research and the community-based context.
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Management Services has become a familiar term over the past 10 to 15 years. But the term seems to mean all things to all men, and in many companies the undeniable existence of…
Abstract
Management Services has become a familiar term over the past 10 to 15 years. But the term seems to mean all things to all men, and in many companies the undeniable existence of the activity is still regarded at senior levels as a necessary evil to contain (hopefully) the considerable costs and energies of the computer men. It has been left to academics and consultants to act as proponents of Management Services.