International Journal of Service Industry Management: Volume 7 Issue 1

Performance measurement in service businesses revisited

Stan Brignall, Joan Ballantine

Points out that the topic of performance measurement (PM) has received a lot of attention in recent years, with many competing PM models vying for management attention, and…

Determinants of new product performance: A study in the financial services sector

Chris D. Storey, Christopher J. Easingwood

Contributes to the growing body of information on the determinants of performance in new products. Examines a sample of “typical” new products (instead of the more usual…

Optimal scheduling of shifts and breaks using employees having limited time‐availability

Gary M. Thompson

Observes that managers of service operations frequently resort to using employees who are available for work only at limited times when labour supplies are tight or when they…

Factors affecting information systems’ success

Grafton Whyte, Andy Bytheway

States that there is continuing difficulty in achieving success with information systems, particularly in the sense of meeting users’ expectations and offers a fresh examination…