...Bernadette Best; Sandra Moffett; Claire Hannibal; Rodney McAdam Purpose The purpose of this paper is to explain how value is co-created in a many-to-many (MTM) context. The authors use a case study of a non-governmental service delivery consortium engaging multiple actors to examine how value...

...Torsten Steinbach; Carl Marcus Wallenburg; Kostas Selviaridis Purpose This research focuses on the role of customer behavior in service outsourcing relationships that are governed by outcome-oriented contracts. The purpose of this paper is to explain how non-collaborative customer behavior impedes...

... environment regarding CI, in the implementation of CI over time. Based on the theory of structural empowerment, the authors test the research question using evidence from a case study in a European financial services provider. Data are gathered with questionnaires on a team level and cover a period...

...Alex Hill; Richard Cuthbertson; Benjamin Laker; Steve Brown © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only RQ1. What is the relationship between internal fit and business performance within service organisations? RQ2...

...Thomas Frandsen Managers are faced with the challenge of navigating an increasingly complex world, in which customers with individual needs and preferences expect providers to customize their solutions. Moreover, the boundaries between products and services are blurring and business models...

... of this paper is to contribute to a theoretical understanding of these company/customer transfers. Design/methodology/approach To address this emerging issue, the authors build on the service management literature and on the study of two contrasting cases of transfer. The first (IKEA) examines...

...Thomas Kude; Hartmut Hoehle; Tracy Ann Sykes Purpose Big Data Analytics provides a multitude of opportunities for organizations to improve service operations, but it also increases the threat of external parties gaining unauthorized access to sensitive customer data. With data breaches now...

... rights only The purpose of this paper is to examine the effect of human capital (HC) on service innovation advantage (SIA) and business performance (BP) in service sector firms, and how external environmental factors influence these relationships. This study utilized a cross-sectional mail...

... The purpose of this paper is to explore influencing factors that affect the effectiveness of service recovery strategies using social network from operations management perspective. Specifically, the authors study the relationships between social media agent responses to customer complaints, customer emotion...

... development techniques of job-related training and enhancing employee capability) together contribute to successful service delivery systems. Design/methodology/approach – The hypothesized model is tested on a large sample of 249 Chinese service firms using structural equation modeling and hierarchical...

...Ornella Benedettini; Andy Neely; Morgan Swink Purpose – In an effort to further explain why manufacturing firms that move towards service provision often do not achieve the financial benefits they would expect, the purpose of this paper is to examine the impact of service additions on the risks...

...Michael Leyer; Jürgen Moormann Purpose – Lean thinking is important for a successful implementation of process-driven changes. Especially financial service providers are forced to improve their organisational efficiency due to intense competition and regulatory burdens. The purpose of this paper...

...Dr Mickey Howard and Dr Nigel Caldwell; Wendy van der Valk; Finn Wynstra Purpose – The paper aims to empirically validate a recently developed typology to demonstrate that services that are similar in terms of technical content, but different with regard to how they are used by the buying company...

... that are progressively moving from simple price-based production; companies must, as a foundation, be operationally excellent in all lifecycle phases before extending their capability by offering a more comprehensive service; HVM is not a static state but a journey that differs in nature for each manufacturer depending...

... papers from 103 different lead authors in 68 international peer-reviewed journals. Findings – The work proposes support for the existence of distinct researcher communities, namely services marketing, service management, operations management, product-service systems and service science management...

...John Mills; Valerie C. Purchase; Glenn Parry Purpose The purpose of this paper is to present a visualization method developed as a result of an observed need to capture the organizational arrangements of a complex engineering service enterprise. The focal case study is between a public sector...

...Christopher M. McDermott; Daniel I. Prajogo Purpose The purpose of this paper is to examine the relationship between exploration and exploitation innovation, and business performance in small and medium enterprise (SME) service firms. Furthermore, the paper also examines the interaction between...

...Christopher A. Voss It is now possible to deliver service in a virtual environment with little or no human interaction. This environment offers the opportunity of new ways of delivering service. This paper examines some of the existing theories of service quality and service management...

...Jose´ A.D. Machuca Before introducing the articles in this special issue, and taking the First World Conference on Operations Management as an example, the author proposes a new‐conference product, an innovation in service design and implementation. He describes nine key factors which need...

... implementation and JIT success are investigated using a sample of 86 public sector organizations. The results of this research seem to support the notion that JIT, as a form of “managerialism”, has the potential to increase the operational efficiency, service quality and organizational effectiveness of public...