International Journal of Service Industry Management: Volume 10 Issue 4

Customer focused service development in practice – A case study at Scandinavian Airlines System (SAS)

Anders Gustafsson, Fredrik Ekdahl, Bo Edvardsson

The airline industry will be going through dramatic changes in the years to come. This is due foremost to altered customer demands and expectations but also to deregulation of the…

Exploratory research: consolidations and economies of scope

Roger Hallowell

The consolidation of numerous highly‐fragmented US service industries has attracted considerable capital inflows during the 1990s. Fundamental questions about this phenomenon…

Service competitiveness – An international benchmarking comparison of service practice and performance in Germany, UK and USA

Anton Meyer, Richard Chase, Aleda Roth, Chris Voss, Klaus‐Ulrich Sperl, Larry Menor, Kate Blackmon

This paper provides a cross‐country examination of service management practice and performance of service organizations in the UK, USA and Germany. The findings reported are based…

Modelling team structures: a grounded approach

Richard Teare, Lesley Munro‐Faure, Malcolm Munro‐Faure, Eberhard Scheuing, John T. Bowen

Throughout the UK and in most parts of the world, the importance of continuous improvement in the drive for continued success is well recognized. It is also widely acknowledged…