... 2025 © Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Service operations Hotel improvement Benchmarking Analytic hierarchy process Gap analysis Integer programming Customer satisfaction enhancement The success and competitive...

... chain (SSC) Service operations Systematic literature review (SLR) Bibliometric analysis Content analysis The role of services in economies of countries is increasingly stressing the need to carry research in services (Thakur and Anbanandam, 2016). In developing countries, such as Brazil...

... articles of flexibility. The articles are analyzed to explicate the dynamics of flexibility in service operations. Thematic analysis was done using NVIVO 10.0 to identify key approaches, trends and future research agenda. Findings The review reveals ten different themes that highlight the future...

... Total quality management Greece Mexico Service operations Intense domestic and international competition, heightened consciousness towards quality and the need to decrease operational costs have led many organisations to adopt total quality management (TQM) practices. TQM is seen as a holistic...

...Ha Minh Vu; Hing Kai Chan; Ming K. Lim; Anthony S.F. Chiu Purpose The purpose of this paper is to develop an approach to measure business sustainability in food service operations. The main objectives are to understand the concepts of business sustainability and, after constructing a framework...

... successfully applies the Cassidy and Hamilton (2016) theory and approach to practical website benchmarking. Service operations Continuous improvement Benchmark Technological innovation Website Tourism management In 2014 tourism accounted for 9 per cent of global gross domestic product, and 6...

... to ensure service delivery (Zairi, 1994 ; Tucker and Pitt, 2009). Performance measurement Evaluation Service operations Benchmarking Customer services quality Added value Service process Kitchen fitments The world economy has become mostly service-based, and consumers spend more...

... Medeiros Pereira can be contacted at: gian@unisinos.br © Emerald Group Publishing Limited 2016 Value Service operations Pricing Market performance Revenues Strategic benchmarking Benchmarking is a tool to compare product attributes, quality attributes, operations, and processes...

... Publishing Limited 2015 Outsourcing Service operations Process management Client Vendor Relationship Fixed time fixed price Time and material The growth of the information technology (IT) industry as an effect of globalization has been tremendous. This has been accelerated...

... information and evaluating its impact on service operations. It collects meteorological data to predict failure probabilities in different areas which need corresponding maintenance service and schedule the optimal maintenance periods. In addition, it provides meteorological forecasting and decision support...

... saving (Gemmel et al., 2013 , p. 18). These characteristics affect how service operations are organized – which parts of the service belong to front-office operations and which to the back office or, in other words, which parts of service operations are visible to the customer and which...

... customers' typical experiences, understand their current expectations, and identify opportunities to create innovative, engaging experiences (Pine and Gilmore, 1999). Supply chain Service operations Customer services quality Figure 2 also highlights a company's value-creation capability...

... Business performance Data envelopment analysis Benchmarking Service operations Bougnol et al. (2010) demonstrated the use of data envelopment analysis for enhancing performance of companies in three areas. One included an analysis of the performance of fashion retailers by using input...

... Emerald Group Publishing Limited 2014 Six Sigma Quality management Quality improvement Service operations Service organizations Process implementation In an increasingly complex and competitive global market-place, companies are looking at new ways to improve their business...

... relationship with the customer. © MCB UP Limited 2003 Information technology strategy Services Service operations Outsourcing Assessment Information technology (IT) outsourcing is the significant contribution of external vendors in the physical and/or human resources associated...