Understanding the drivers of performance is fundamental to the development of operations strategy and the effective management of operations. Emerging from the service management literature, the service profit chain is a framework which draws together many assumptions about the drivers of...

In contemporary marketing research, there is a general consensus in marketing and management theory that intangible resources of the organisation can play crucial role in sustainable competitive advantage creation. In this paper, the relationships between four such intangible resources (hotel...

This research focuses on the preliminary planning and design of an Alpine skiing lift system in the Mount Carleton Provincial Park, in the province of New Brunswick, Canada. Linear programming (LP) model and discrete-event simulation are combined to design ski lifts selection alternatives and...

According to the representative studies higher level of customers' perceived value leads to higher level of customer satisfaction, greater level of customer loyalty and to a greater success of organisation. Due to this, service providers have to recognize all important factors of customers'...

The aim of this quantitative study is to undertake empirical research investigating the nature and magnitude of the determinants of re-purchase intentions from the point of view of service performance and post purchase perceptions. A theoretical model linking service quality issues and...

The premium player segment is a major source of revenues and profit for the casino sector. In their roles as providers of personalised services casino hosts are an important determinant in attracting and retaining this market segment. The service performance of such hosts impacts on both player...

This paper is about service productivity and perceived service quality. Both a high service productivity and a high customer perceived quality are two main drivers of good performances in service companies and they simultaneously occur as a consequence of a synergy of several drivers such as...

Purpose: This research studies how the security-related outsourcing strategies and negotiation power of the public sector and the military and the relevant logistics service providers influence for indirect logistics costs. Design/methodology/approach: A tentative model was devised from...

Importance-performance analysis is utilised to compare the perceptions held by bank customers regarding selected service delivery technologies (SDTs) such as automated teller machines (ATMs), telephone banking and internet banking. Bank patrons in the United Kingdom and the United States are...

While inter-organizational information integration is believed to benefit supply chain management (SCM), prior studies have shown mixed results. Based on Organizational Information Processing Theory, we question this belief and highlight the importance of information technology (IT)-enabled...