The article focuses upon the concept of self‐service within the service sector. The nature and growth, as well as the present and potential use of self‐service are analysed and explored. Starting with the service industry, several common classification and evaluation schemes are reviewed....

Some of the limitations of the methodologies of productivity measures, human resource accounting and socio‐technical aspects of job design are reviewed. In order to overcome some of the limitations inherent in the above methodologies, a Socio‐Technical Accounting System (STAS) is developed...

Organisational learning curve analysis and its inverse, organisational forgetting are discussed. The issues involved and a framework for analysing and incorporating forgetting and learning in organisational environments are presented. A conceptual model is developed identifying and analysing...

Purpose – To identify the industry in which projects are best planned and executed and use it as a benchmark for improving project planning in other industries. Design/methodology/approach – Based on data collected from 280 project managers, project success and quality of project planning...