... industry Supply chain management Customer service management Backlogs Service supply chain Bullwhip effects Service variability As the importance of service supply chains is becoming recognized, there is a need to understand whether phenomena identified in product supply chains also exist...

... cost per patient admission and the increase in quality of care. Vedran Capkun can be contacted at: capkun@hec.fr © Emerald Group Publishing Limited 2012 Austria Hospitals Customer service management Operations management Operational performance Service specialization...

... than newness (Voss et al., 1992). © Emerald Group Publishing Limited 2012 Australia Customer service management Small to medium‐sized enterprises Organizational innovation Organizational performance Ambidextrous Service Innovation has long been recognised as one...

...@strath.ac.uk © Emerald Group Publishing Limited 2010 Customer service management Performance measures Learning organizations Feedback Middle management Total quality management (TQM) is one of the most discussed and researched concepts in the field of operations management (Nair, 2006...

... kind of access to the capabilities of the provider. But the notion of “facilitating goods” in services OM does not capture the complex and often fundamental way in which physical artefacts are implicated in delivering service. Much more is at stake. Operations management Customer service...

... Emerald Group Publishing Limited 2008 Customer service management Customization Delivery dates Italy The current competitive landscape places manufacturers under increasing pressure to provide products and services that meet the particular requirements of individual customers. Many...

... Performance management Performance measurement (quality) Customer service management Customer satisfaction This paper has a focus on measuring logistics service in an existing dyadic relationship, which calls for an operational approach. It aims to reveal certain practices of performance management...

... in the service literature. © 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...

... flows along the supply chain). Supply chain management Electronic commerce Procurement Customer service management Distribution management In this paper we report on the findings of a study into the consequences for supply chain management decisions and strategies of e‐business...