.... Design/methodology/approach A multiple case study was conducted in order to trace specific service innovations and to explore critical dimensions and events throughout their development. A total of 16 interviews were held, covering service innovations in SKF, Volvo Buses, and Volvo Trucks. Findings...

... not only by their monetary contributions, but also by non‐monetary criteria with an indirect impact on the bank's value creation chain. © Emerald Group Publishing Limited 2004 Customers Value analysis Banking Case studies Switzeralnd Private banking can be understood...

....=Most complaint managers do not know the profitability of their complaint management exactly, but are able to give a rough profitability estimation. © Emerald Group Publishing Limited 2004 Complaints Customer relations Customer retention Cost benefit analysis Case studies Germany...

... Small to medium‐sized enterprises Case studies United Kingdom The BI initiatives, ISO 9000, TQM, and the BEM, focus on improving the quality of the product and the services provided or systems. Little cognisance is given to people. People, or the individual employee, is central to IIP. IIP...

... to the feasibility and utility of using TOC TP logic tools to help managers of service organizations improve their overall system performance. © MCB UP Limited 2003 Continuous improvement Services Small enterprises Case studies The practice of continuous improvement (CI) embraces...

... of the research methodology is a longitudinal case study. The key findings, first indicate, that TQM and the Business Excellence Model (BEM) are not strategically significant models in an organisational context and lack dynamic representation. Second, the majority of the corporate strategic process and the key...

... and services. This case study is designed to examine the measures in place for services to sections (special interest groups) within the OSB and recommend improvements. Research on goal setting theory, process management, survey design, and implementation strategies have been used to underpin the case study...

... for which BPR purports to be a remedy. A characteristic of all the case studies was the limited involvement of human resources or personnel management in the design stage of re‐engineering programmes and this may offer a key insight into why people have so far been neglected. Hence, IT professionals...

..., but we felt that we also needed to develop our other resource ‐ our people ‐ as a true competitive differentiator. Here are some facts about the Jaeger shopping experience: © MCB UP Limited 1997 Case studies Customer service Fashion In February 1996 Jaeger, the UK‐based premier...

... of introducing Resultkontraktinginto an organization and provides four case studies to show how it works. Concludes by listing the benefits of this process. Lessebo has started to introduce Resultkontraktinginto other areas as a result of the initial successes which have enabled...