International Journal of Operations & Production Management: Volume 23 Issue 2

Applying resource‐based theory: Methods, outcomes and utility for managers

John Mills, Ken Platts, Michael Bourne

This paper describes research on the resources that underlie a manufacturing company’s service competence in its most established product group. Published methods for identifying…

Putting supply chain learning into practice

John Bessant, Raphael Kaplinsky, Richard Lamming

As firms struggle to cope with an increasingly turbulent and uncertain economic environment there is widespread recognition of the importance of organisational learning. One…

Companies’ perceptions of inhibitors and enablers for process improvement activities

Nick Rich, Nicola Bateman

Outlines and describes the results of research at Cardiff Business School into the sustainability of process improvement involving shop floor personnel. The study identified a…

Towards a framework for operations management in e‐commerce

Giovani J.C. da Silveira

This paper identifies areas of distinctive competence in the operations function of e‐commerce companies. Exploratory case studies were conducted in five e‐commerce companies in…

Measuring performance in a changing business environment

Mike Kennerley, Andy Neely

The design and use of performance measurement systems has received considerable attention in recent years. Many organisations have redesigned their measurement systems to ensure…

Some moderating effects on the service quality‐customer retention link

Chatura Ranaweera, Andy Neely

This paper presents a holistic model of customer retention incorporating service quality perceptions, price perceptions, customer indifference and inertia. Data from a large‐scale…