Strategic management research and practice suggest that consistent decision making across functional lines of a business can improve profitability. Using a survey database of 123 manufacturing firms, three unique strategies are identified in this study which reflect emphasis on different...

Recently many manufacturers have emphasized the enhancement of customer service through increased manufacturing flexibility. Sophisticated models exist for the justification of modern automation technologies which could have an impact on manufacturing flexibility, but practitioners are more...

Bad service experiences potentially leading to long-standing grudges can be quite costly for an organization. In many cases, corporate actions and policies cause grudges as consumers grow more and more frustrated about their interactions with large, impersonal companies. The primary objectives...

Many information systems functions have made the transition from primarily providing their customer with information products to also providing their customers with information services. This change has implications for the way Management Information Systems (MIS) should be organized to best...