... of transferring practices to various service settings. © Emerald Group Publishing Limited 2013 Performance measurement Lean production Assessment instrument Lean service Service industries Although the interest among service organizations in adopting lean practices is large and increasing...

...‐organizational Visualisation Co‐creation Public sector Service Public sector organizations Service industries Typically representations of multiple organizations have been structured around supply or value chains, show flows of components, products and/or services, usually from left to right, taking...

... Limited 2009 Manufacturing industries History Service industries Operations management In the past 20 years, the term “servitization” was coined to capture the innovative services that have been bundled (integrated) with goods by firms that had previously been known strictly...

... applied to the pure‐service context? Niall Piercy can be contacted at: N.C.Piercy@bath.ac.uk © Emerald Group Publishing Limited 2009 Call centres Lean production Organizational change Service industries Extensions and applications of explicit lean principles beyond...

... and researchers. © Emerald Group Publishing Limited 2008 Operation management Strategic alliances Service industries Globalization Manufacturing industries The contribution of the service sector to the gross national product has increased in both industrialized nations and developing...

... not only be appropriate (i.e. be well‐fitted to its competitive environment) but it also must be communicated and widely understood throughout the organisation. Operations management Strategic planning Service industries Smith and Reece (1999, p. 146) support this view when they state...

... and the difficulty of achieving sustainable competitive advantages using product strategy (Drew, 1995). Innovation Product innovation New products Service industries United Kingdom © Emerald Group Publishing Limited 2007 Adegoke Oke can be contacted at: adegoke.oke@asu.edu Different...

...Eunice Maytorena Service industries Customer services quality The service sector is an important contributor to western economies and is increasingly becoming an area of interest in management education. This book looks at service operations management throughout its lifecycle – from...

... and their evaluation of the service quality. Thus, any initiative to reduce costs or to improve the service provided needs to consider the impact on quality. Customer satisfaction Service industries Brazil Operations management The Kano model of excitement and basic quality (Kano et al...

... practices and strategic performance indicators in the Australian service industry. Originality/value This study builds on previous studies focusing on the implementation of OM practices carried out in the USA. Therefore, it contributes to knowledge by providing comparison with the Australian context...

... Service industries Consumers today are more constrained by time than ever before. In an intensely competitive world the pressure, expectation and need to accomplish more in less time is unlikely to diminish. Service providers understand the premium that consumers place on time they view as wasted...

... together accounted for one-fifth of the sample (20 per cent) and banking and finance and insurance sectors together accounted for 17 per cent of the sample. For the purpose of comparing IT success between manufacturing and service industries, we have combined responses from the mining sector (5.6 per cent...

... Service operations Service industries The worldwide importance given to quality is evident from the many high profile awards, such as the Malcolm Baldrige National Quality Award in the USA, the Deming Prize in Japan, the European Quality Prize and the Singapore Quality Award. Total quality...

..., which have many of the above characteristics, may be ideal candidates for the application of the learning curve principles. But what about the less routine, less standardised, high contact customer processing operations? Service industries Experience Learning Airlines Financial services...

.... Environmental research specific to service industries have been neglected, despite the fact that economies of developed nations are mostly made up of service businesses. This paper explores potential distinctions of service businesses as they may influence management motivation for taking environmentally...

... and productivity levels, there is evidence that an evolving approach may help to stabilize a highly volatile situation by breaking down barriers from within. Employees Functional flexibility Hospitality industry Quality Service industries n = total number of employees; and r...

... Limited 1995 Appointments Scheduling Service industries Service quality As service industries become a more important business sector, the efficiency and effectiveness of running service systems is gradually receiving more attention from both academicians and practitioners...

... performance Productivity Service industries Service quality USA The service sector of the American economy is expanding very rapidly,at a greater than 6 per cent annual growth rate during the 1984‐88 period[ 1 , 2 , 3 ]. While the US manufacturing sector, due to foreign competition, offshore...

... to satisfy demand. In today′s business environment, a reliance on inventory is often not feasible. Suggests a reliance on capacity available to meet demand, as used by the service industry. Such a strategy is in direct conflict with most cost‐accounting systems because of the absorption of overhead costs...

.... Explains specific examples of developments in service systems design and delivery in both hotels and restaurants. © MCB UP Limited 1994 Customer satisfaction Customer surveys Forte PLC Hospitality industry Hotel and catering Service industries Hotel and restaurants are largely so...