International Journal of Operations & Production Management: Volume 8 Issue 3

New Competition in the Service Economy: The Five Rules of Service

Christian Grönroos

In the Western world we are already living in a service economy. Services do not only account for a substantial part of gross national product, but they are also becoming the…

Preserving the Multi‐service Concept in the Change from Entrepreneurial to Professional Management

Ivor P. Morgan

Close inspection of many services reveals them to be multiple services (multi‐services). Many others, such as ski resorts, entertainment centres, motorway service complexes and…

The Focused Factory in Service Industry

R. van Dierdonck, G. Brandt

The concept of the focused factory is well known and accepted in manufacturing industries. It is argued that the same concept can and should be applied in service industries as…

De‐industrialise Service for Quality

James Teboul

In service operations the importance of the interface with the customer should be recognised. Care must be taken to ensure that activities of great relevance in industrial…

The Industrialisation and Span of Retail Banks' Delivery Systems

Luis M. Huete, Aleda V. Roth

Technologies for the delivery of financial services, such as ATMs, home banking and other self‐service media, are having a profound impact on the design of retail banks' delivery…

Customer Care in Service Organisations

Barbara R. Lewis

The quality of service and customer care in the context of the marketing of services are considered. The focus is on distinguishing characteristics of services, definitions of…

How Management Control Systems can Affect the Performance of Service Operations

W. Bruggeman, L. Bartholomeeusen, A. Heene

The relationship between the operational behaviour of a service system and the type of management control system used by the service company is addressed. A number of case studies…

Accommodating Multiple Objectives in the Design of Customer Treatment Operations

Barbara Morris

An examination of the extent to which design principles based on commercial ideas of customer satisfaction and resource productivity are relevant in operating systems where there…

The Strategic Determinants of Service Productivity

Colin Armistead, Robert Johnston, Nigel Slack

An attempt is made to define productivity in the context of service operations. In so doing some of the difficulties in relating this term to service are explored. The main part…

Management Performance Measurement in Service Industries

Lin Fitzgerald

The problem of using management accounting techniques to measure managers' performance in the service sector is examined. The essence of the problem, it is argued, is that…