...Robert Johnston; Stefan Michel Purpose Based on a review of the literature, this paper sets out to suggest that an organisation's service recovery procedures lead to three distinct outcomes; customer, process, and employee recoveries. The objective of the paper is to investigate the impact...

... of supplier and customer collaboration and performance improvement. Factor analysis and linear statistical models for correlation and analysis of variance were used to test the hypotheses with IMSS 2001 data on 374 firms from the engineering/assembly industry across 11 European countries. Findings Only...

... to customers. Companies have identified that customers are critical not only because they directly influence the success of specific products or firms, but also because they play a fundamental role in many internal processes. Although the role of customers in business processes has been deeply analysed...

... that is capable of operating profitably in a competitive environment of continually, and unpredictably, changing customer opportunities. The five most prevalent agile practices in the specialty chemical industry can be summarized as, entering niche markets through custom chemicals manufacturing, improving...

...S. Sivadasan; J. Efstathiou; G. Frizelle; R. Shirazi; A. Calinescu In a dynamic environment such as the supply chain, even basic supplier‐customer systems with structurally simple information and material flow formations have a tendency to exhibit operational complexity. The operational complexity...

...Vassilios P. Valsamakis; Linda G. Sprague This work is focused on small‐ to medium‐sized manufacturers (SMMs) within supply chains and, in particular, on how such SMMs develop effective working relationships with customers. Development of a model based on the literature was followed by a mail...

...Gianluca Spina; Giulio Zotteri Explores the implementation process of the customer‐supplier partnership in the machinery industry. Aims to assess the dynamic impacts on performance of various practices that are generally regarded as typical of a customer‐supplier partnership. Also, investigates...

... promising option for firms struggling to achieve sustainable competitive advantage (Avella, 1999; CEL, 1992; Lindberg et al., 1997; Vargas, 1995; Vargas and Cardenas, 1999). Activity integration with customers and suppliers avoids the internalization of and sole responsibility for tasks that can...

... developed for bank branch performance assessment do not include service quality as an output. Service quality has been considered by many as the key to gaining competitive advantage and customer loyalty. Develops a DEA model that can be used to provide direction for improvement to branches which do not use...

.... Examines one possible determinant of this lack of commitment. Claims that if managers perceive a link between their firm’s product quality and the customers’ view of their product quality, then they will be motivated to improve product quality. Tests this argument empirically using a sample of 248...

...Sohail S. Chaudhry; In‐Chan Choi; David K. Smith The p‐median problem involves the locating of a fixed number of facilities to serve a set of customers such that the aggregate distance travelled is minimized. Considers the p‐median problem with and without distance constraints...

... environment, jobs are created for making line items on customer orders. To manage customer orders better,develops an extended job model to allow line items of a customer order to be made by one job. Perceives the concept of the extended job model as having considerable value in a wide range of production...

...Moutaz Khouja; Robert Conrad Addresses an actual problem of assigning customers to employees in a mail order firm. The management of the firm groups customers based on the first letter of the last name. To make assigning responsibility for handling customer orders easier, management specifies...

...Ian Chaston To determine the degree to which UK manufacturing companies have adopted an internal‐customer‐oriented philosophy, a survey was undertaken using a modified version of the Parasuraman SERVQUAL model. The majority of respondents indicated the existence of type 1,2,3 and 4 gaps...

...Paul Walley; Viresh Amin Service industries, contrary to popular opinion, can have a high level of investment in automation and technology, but most attention focuses on back office technology. Investigates the use of automation in the customer contact environment in order to examine the role...

...Preben Sander Kristensen Reports on research in the Danish food industry which has developed a pattern of product development interaction where rich information passes directly between the production department and the external customer. The transformation from customer preferences into engineering...

...Paul Konijnendijk; Jacob Wijngaard In many situations suppliers and customers are looking for ways to improve the co‐ordination of goods flow in both quantitative and qualitative ways. This is often called co‐makership. This article describes a case study of two companies setting up a co‐makership...

... of material. Improved responsiveness by the supplier, and faster provision of accurate demand data by the customer, were shown to be key issues. © MCB UP Limited 1990 Production management Just‐in‐time Supply Customers Stock control IJOPM 10,2 84 Issues in Setting up JIT Supply Alan Harrison...

...Robert Johnston A few years ago the concept of the employee as a customer was treated as a novel breakthrough. Here the process has taken the ultimate step of reversal and the customer as employee in service organisations is seriously examined. The customer must be selected, trained, motivated...

...Barbara Morris An examination of the extent to which design principles based on commercial ideas of customer satisfaction and resource productivity are relevant in operating systems where there are multiple customers for the service, or where the customer is dependent on the service provider...