...Min Zhang; Xujing Dai; Zhen He Purpose – E-retailing grows rapidly in recent years. The majority of previous research on e-retailing service recovery has been mainly focussed on the customers’ perspective. The purpose of this paper is to examine service recovery from the operations management...

.... The first category focuses on explaining and analysing the process of financial planning; and the second part focuses on performance measurement. Giving the rates and tables supported by formulas the chapter is also rich in sample activities. Edited by P.   Robinson . Operations Management...

... … provides the frame within which cues are extracted and interpreted … (Weick, 1995 , p. 59). The stories are templates. They are products of previous efforts of sensemaking (Weick, 1995 , p. 61). © Emerald Group Publishing Limited 2005 Services Operations...

... and areas of opportunity for improving performance of the studied industries there are. © MCB UP Limited 2003 Mexico Latin America Hotels Supermarkets Operations management Competition The first section of this report presents relevant literature that serves as the fundamental...

...Adrienne Curry Recently the concept of best value has emerged and with it a number of priorities for public service managers. These include elements such as: a focus on the customer and citizen, sound strategic management and sound operational management. This paper focuses on a strategic approach...

... of and experience from manufacturing companies. Quality is no exception, even though it has received some attention during the past 15 years, especially from researchers in Scandinavia. © MCB UP Limited 1998 Improvement Operations management Service quality During the past ten years I have...

... and the paths to follow in developing the study. Table I shows the kind of observations to be made and relationships with theory. Recent articles on research directions in operations management encourage a movement towards practicality and a greater testing of theory in practice. This same practical...

... of the service organization and that managers must take measures to encourage customer‐service teams. Concludes that quality of service can only be obtained through front‐line managers. © MCB UP Limited 1991 CUSTOMER SERVICE OPERATIONS MANAGEMENT SERVICE Front-line managers GRAHAM CLARK COLIN...