Purpose – The purpose of this paper, in the context of hospital wards, is to test a model in which the ward manager's orientation towards a given organizational climate contributes to determine the climate perceived by medical and nursing staff, and this, in turn, has an impact on patient...

Purpose – The purpose of this paper is to investigate the impact of three different dimensions of customer‐induced uncertainty and task uncertainty on the mix of physicians' coordination practices. Design/methodology/approach – An improvement and research project are combined resulting in...

Purpose – Whilst e‐procurement has significant potential to reduce the purchasing costs of an organisation, the realisation of these savings requires user compliance. The purpose of this paper is to examine the extent to which user‐perceived e‐procurement quality (EPQ) (operationalised...

Purpose – This paper aims at understanding the relationship between the adoption of new forms of work organizations (NFWOs) and measures of country impact, in terms of national culture and economic development. Design/methodology/approach – The adoption of NFWO practices is measured through...

Purpose – The aim of this paper is to explore and empirically investigate the characteristics and contingencies of service delivery system design. Design/methodology/approach – Informed by the service strategy triad, a single embedded case study was designed to explore empirical data on four...

Purpose – The purpose of this paper is to challenge the common claim of “infinite variety” being demanded in the marketplace by measuring not just how much variety theoretically could be produced, but how much is actually demanded by the customer. To this effect, the authors propose and...