... for services as it related to PCBs, providing a new framework through which appropriate strategy/structure configurations can be identified and investigated as services‐led growth takes place. © Emerald Group Publishing Limited 2011 United Kingdom Product‐centric businesses Competitive strategy...

... recovery) encounters. Thorsten Gruber can be contacted at: thorsten.gruber@mbs.ac.uk © Emerald Group Publishing Limited 2011 United Kingdom Service recovery Doctor‐patient relationship Health services Laddering National Health Service General practitioners Moreover, health...

... marketing Services marketing Retailing United Kingdom After considerable attention within the academic literature, services managers are increasingly appreciating the importance of marketing internally. Service organisations wishing to develop a stronger market orientation are increasingly...

... modification” are present in internationalization. Professional services Law Globalization United Kingdom In the 20 years since the deregulation of the US and UK financial markets in the 1980s (Flood, 1995), large US and UK law firms have followed accounting, consulting and investment banking...

... operations. © Emerald Group Publishing Limited 2007 Retailing Franchising Globalization Market entry Fashion industry United Kingdom Business format franchising is widely recognized as having become an established global enterprise trend within the service sector (Fladmoe‐Lindquist...

... attitudes United Kingdom This study addresses three research gaps in this area. First, most studies measure performance of employees in call centres using “hard data” like the number of calls handled, agent sales, productivity, and amount of errors (Brown and Maxwell, 2002 ; Tuten and Neidermeyer...

... (and their implications) are discussed in Table I (see Kasturi, 2004 for a more detailed discussion). As Batt and Moynihan (2002, p. 18) have observed: © Emerald Group Publishing Limited 2006 Call centres Motivation (psychology) Stress Performance management United Kingdom India Call...

...). The implication is that the traditional, monolithic department working in isolation within government, has been virtually abolished. Knowledge management Children Public administration Civil Service United Kingdom The profile of knowledge management (KM) as one of the primary means of securing...

... of every single contact the customer has with the organisation, and on the customer's holistic experience. Theatre Service Experience Employees United Kingdom When customers interact with a service organisation, they will have an experience with the organisation. Organisations recognise...

... the group’s sense of what is acceptable and valid. These are generally slow to change and new group members learn them through both an informal and formal socialization process. Banking Corporate culture Service delivery systems Teams United Kingdom During the 1980s the concept of corporate...

... and by service design. © MCB UP Limited 1996 Perceptions Queues Service United Kingdom Davis and Vollman (1990) suggest possible extraneous variables, in particular whether weekdays would be different from weekends and the time of day. Likewise, the Katz et al. (1991) study...

... development Performance indicators United Kingdom The aim of this research is to identify the key factors to which managers must pay attention when introducing new products to a highly competitive marketplace ‐ the financial services sector. There has been considerable research over the last 20...

... measurement Service quality United Kingdom There appear to be five major debates taking place in the service quality area. One debate concerns the similarities and differences between the constructs of service quality and satisfaction (see e.g. Anderson and Sullivan, 1993 ; Bolton and Drew, 1991...

... Banking Corporate image Customer requirements Financial services Interaction Process efficiency Service quality United Kingdom The UK financial services sector has seen a growing intensity of competition within the marketplace, particularly over the last decade. This competition emerged...

... Banking Quality circles Teamwork United Kingdom ...

... channels,however, has also introduced some far‐reaching and potentially challenging strategic implications for financial institutions. © MCB UP Limited 1992 Banks Distribution channels United Kingdom ...

..., the external measures were used to support service design and the setting of internal quality targets. © MCB UP Limited 1990 Performance measurement Quality Service industries Service quality United Kingdom ...