International Journal of Operations & Production Management: Volume 32 Issue 7

Linking servicescape to customer satisfaction: exploring the role of competitive strategy

Patti Miles, Grant Miles, Alan Cannon

The purpose of this paper is to explore the relationship between firm service characteristics and customer satisfaction as moderated by firm competitive strategy. Specifically…

Engineering education and performance: the German machinery and equipment sector

Robert A. Paton, Richard Wagner, Robert MacIntosh

The purpose of this paper is to examine the relationship between management education, the performance of German engineering enterprises and the strategic knowledge status of the…

Lean and the working environment: a review of the literature

Peter Hasle, Anders Bojesen, Per Langaa Jensen, Pia Bramming

The effects of lean on employees have been debated ever since the concept was introduced. The purpose of this paper is to review the scientific literature on the effects of lean…

SKU classification: a literature review and conceptual framework

Tim J. van Kampen, Renzo Akkerman, Dirk Pieter van Donk

Stock keeping unit (SKU) classifications are widely used in the field of production and operations management. Although many theoretical and practical examples of classifications…

The contingent nature of service recovery system structures

Jeffery S. Smith, Paul F. Nagy, Kirk R. Karwan, Edward Ramirez

The purpose of this paper is to examine to what extent the factors of the operating environment influence the structural dimensions and subsequent performance of a firm's recovery…