Introduces the concept of a manufacturing strategy based on a service orientation. Traditional manufacturing strategies have often been driven by cost minimization decisions and have encouraged the over‐reliance by managers on inventories to satisfy demand. In today′s business environment, a...

The service sector of the American economy is expanding very rapidly at a greater than 6 per cent annual growth rate during the 1984‐88 period. The extraordinary growth of the service sector in the last two decades has focused attention on the challenges of effective management of service...

Manufacturing and service supervisors share many similarities in their day‐to‐day activities, their beliefs about employees and their concern for doing a good job. However some fundamental differences in attitudes are revealed by the National Survey of Supervisory Management Practices which...

Data are analysed on strike and normal working durations from three professions – the public school system, electronics, and seaports over the period 1946 to 1987. The duration of strikes experienced immediately prior to negotiation is shown to have a positive effect on a bargaining unit′s...

This article examines the attitudes of chief executives across five service industries (transportation and travel; retail; financial services; communications and information; and professional services) to explore industry differences with regard to strategic challenges, as well as links between...

In this article the data are analysed on strike and ormal working durations from three industries – the public school system, electronics, and seaports – over the period 1946 to 1987. The duration of strikes experienced immediately prior to egotiation is shown to have a positive effect on a...

What is the impact of union structure on the strategic capacity of ational union movements to respond to economic re‐structuring? Focuses on the experience of five countries (Canada, France, Japan, the UK and the US) and their common problems as regards, first, the movement of employment into...

Presents a model of service encounter satisfaction offering conceptual and pragmatic advantages over the dominant disconfirmation paradigm. Expectations are compared with performance, at three separate stages, which directly combine into one overall consumer service encounter judgment. Offers...