Purpose: Waiting lines and delays have become commonplace in service operations. As a result, customer waiting time guarantee is a widely used competition strategy in service industries. To implement waiting time guarantee strategy, managers need to not only know the average of waiting time, but...

Purpose: The paper aims to discuss how services and service innovation are inter‐linked and support organisational innovation. In particular, the reorganisation of operations and the introduction of new organisational arrangements are examined and conceptualised for further empirical analysis....

Purpose: This paper aims to analyze the role played by two dimensions of entrepreneurs' private social capital in the survival, growth and innovativeness of entrepreneurial service ventures: local size and preferential attachment degree. Design/methodology/approach: Data were collected by a...

Purpose: The purpose of this study is to explore the impact of the decision to adopt environmental practices in small service companies given that most of the studies on environmental practices focus on the industrial sector and on larger companies. Design/methodology/approach: This work is...

Purpose: The purpose of this paper is to shed light on perceived value for the participating actors during the new service development (NSD) process. The authors are particularly interested in how participant value emerges in a multi-actor NSD process and how it can be conceptualized....