... concentrates on service quality (including quality measurement), the service environment, controls and their consequences. Design/methodology/approach A comprehensive review of the literature is conducted, analysed and presented. Findings The review shows that service delivery is both complex...

... the research question, “How does big data analytics enable frontline employees (FLEs) in effective service delivery?” Design/methodology/approach The research develops schemas to visualise service contexts that potentially benefit from BDA, based on the literature drawn from BDA and FLEs streams...

... in this new and important use of facilitator of demand-based pricing. Professor Armando Calabrese can be contacted at: calabrese@dii.uniroma2.it © Emerald Group Publishing Limited 2014 Service operations Service delivery Demand-based pricing Service blueprinting Service companies...

... to provide output which meet or exceed stakeholder requirements. Communication technologies Health care Medical treatment Teleconferencing Service delivery Dramatic changes in the economic, regulatory, political, technical, cultural, and social environments in which healthcare organizations...

.... The results can provide ASP managers with a road map that addresses issues of concern in global outsourcing. © MCB UP Limited 2003 Service delivery Decision making Information systems Outsourcing This adds a third party to the above direct form. Here, a domestic consulting firm...