International Journal of Operations & Production Management: Volume 28 Issue 7

Customer heterogeneity in operational e‐service design attributes: An empirical investigation of service quality

Rui Sousa, Andy C.L. Yeung, T.C.E. Cheng

This study aims to empirically examine whether heterogeneity in personal customer profiles translates to heterogeneity in the valued operational e‐service design attributes. It…

Impact of value chain activities on quality and innovation

Daniel I. Prajogo, Peggy McDermott, Mark Goh

This paper aims to explore the extent to which four elements of the value chain – marketing, research and development, procurement, and operations – are associated with product…

Design creativity: static or dynamic capability?

Arash Azadegan, David Bush, Kevin J. Dooley

Viewing creativity through the theoretical lens of the resource‐based view, the paper attempts to answer a fundamental question: is design creativity a static or dynamic…

Researching performance measurement systems: An information systems perspective

Marie Marchand, Louis Raymond

This paper aims to clarify the notions that underlie performance measurement systems (PMS) and to propose an information systems (IS)‐based characterisation and definition of PMS…

Shedding light on causation between ISO 9001 and improved business performance

Gavin P.M. Dick, Iñaki Heras, Martí Casadesús

The adoption of the ISO 9001 Quality Management Systems Standard has proven to be a persistent and growing phenomenon in services and manufacturing, yet to date little research…