... the following two further research questions: RQ2. What distinctive root causes explain bullwhip effects in services? RQ3. What managerial actions can either trigger or mitigate these bullwhip effects? Telecommunications industry Supply chain management Customer service...

... in revenues. Austria Hospitals Customer service management Operations management Operational performance Service specialization In the last few decades, hospitals across the world have faced increased economic pressure. An important part of this pressure stems from the introduction...

... for a sample of European firms, but again size effects were less clear in services than in manufacturing. © Emerald Group Publishing Limited 2012 Australia Customer service management Small to medium‐sized enterprises Organizational innovation Organizational performance Ambidextrous Service...

..., and organisational learning. © Emerald Group Publishing Limited 2010 Customer service management Performance measures Learning organizations Feedback Middle management Barbara Caemmerer can be contacted at: ba.caemmerer@strath.ac.uk Some support for this notion comes from...

... to develop systematically an understanding of how the emerging concept of the business model can inform OM. Operations management Customer service management The respective roles of products and services in delivering benefits to customers has become an increasingly closely studied issue. More...

... the performance of four‐order acceptance methods ranging from straightforward to sophisticated. Customer service management Customization Delivery dates Italy Endogenous methods treat the DD as an output of production planning. A number of contributions deal with DD assignment problems...

... (quality) Customer service management Customer satisfaction High‐performance logistics requires mastering the discipline of measurement (Keebler et al., 1999). World‐class suppliers recognize the central role measurement plays for competitive success. Superior performing suppliers...

...: © Emerald Group Publishing Limited 2005 Service operations Customer service management Research “Service operations management: return to roots” (Johnston, 1999a, b) charted the development of service operations management from its manufacturing roots and a recognition...

... increased control of material flows along the supply chain). Supply chain management Electronic commerce Procurement Customer service management Distribution management For industrial marketers, e‐business has triggered a growth in interest in network (rather than dyadic) levels...