.... Management Market share Professional service firms Profitability Revenue USA © MCB UP Limited 1997 Although these industry specific studies contribute to the understanding of the marketing of business services, the study of their financial performance has received less attention. Normann...

... Financial services Operations strategy Profitability USA This paper’s purpose is to illustrate the relationship of profitability to intermediate, customer‐related outcomes that managers can influence directly. It is predominantly a general management discussion, consistent with the Nordic...

.... Illustrates various JIT applications within each of the JIT categories. © MCB UP Limited 1995 Customer‐oriented performance measures Just‐in‐time Research Resource management Service industries USA Wasting assets Just‐in‐time (JIT), as an operational philosophy, has been of great...

... 1995 Human resource management Marketing Operations management Service control Service industries USA A service logic describes how and why a unified service system works. It is a set of organizing principles which govern the service experiences of customers and employees. Only after...

... in a flowchart. What is needed, if service managers are to take charge of their services, is a disciplined process for describing them. © MCB UP Limited 1995 Accounting industry Human resource management Methodology Operations management Process design Service quality Universities USA...

... companies Mass customization Mass production Organizational strategy Process design Service industries USA The phrase “mass customization” is becoming popular enough as a buzzword to throw aspirations on its conceptual and practical merit – one might well begin to wonder what substance,if any...

... that scripts operationalize expectations. Closes with implications for management and suggestions for future research. © MCB UP Limited 1995 Consumers Hairdressers Methodology Scripts Service industries Service quality Services marketing Small firms USA Similarities and differences...

... banks in the USA granted access to three personal banker,three teller, and three back‐office service delivery processes for a total of 36 service delivery processes. This sample is appropriate for this study because it provides a variety of service jobs that vary in the quantity of customer information...

... MCB UP Limited 1994 Costs Customers Decision‐making Infrastructure Labour market Location Service industries USA Service firm location decision making has long attracted attention in the regional science and geography literature, although not in the operations management...

...B. Terence Harwick; Marty Russell Takes as its basis the development of the most comprehensive quality criteria for public service as yet developed in the USA. Reports on this development as a management assessment tool for quality improvement initiatives within institutions and as a working model...