Purpose – To discuss the concept of productivity in the service sector and to present a multifactor productivity measurement model for a service organisation. Design/methodology/approach – Employs a case study approach, featuring a service organisation which provides a range of engineering...

Purpose – The case study aims to illustrate the application of Lean Six Sigma into the human resource (HR) function of a service industry corporation. Design/methodology/approach – The study draws on process information and primary data from a real project. Findings – The study describes...

Purpose – The purpose of this paper is to try to identify the critical success factors and problems in ISO 9000 maintenance during the post‐certification period. Much of the published work on issues associated with ISO 9000 certification in the quality management journals focuses on how to...

Evaluates the benefits and problems of applying the experience curve in two very different service organisations. The first case shows how an experience curve has been calculated at a macro (organisation) level for British Airways over a 20 year period, including the time at which it was...

Purpose – To discuss the entrepreneurial role and importance of organisational members in implementing franchising decisions internationally. Design/methodology/approach – A single embedded case study of an international hotel firm was the focus of the enquiry. Interviews, observations and...

Discusses waiting as a part of the service experience, and thus its influence on customer satisfaction. Explains how to distinguish satisfaction and its role in determining customers’ future attitudes. Examines how to manage the waiting experience via two case studies, and concludes that...

Reports on a survey conducted among manufacturing and service establishments in Saudi Arabia. Discusses the computerization motives of these establishments and the steps they have taken in computerization as well as their current satisfaction with computerization. Also highlights future...

Purpose What entrepreneurial competences can increase the start-ups’ infant survival chances? How can the liability of newness be successfully handled? Positioned in this research stream, which, especially over recent years, has been particularly lively also in the Journal of Management...

Purpose – Explains they key role played by human resource management in the success of T‐Systems, a company delivering made‐to‐measure information and communication technology solutions ranging from telecommunications billing to customer‐relationship management and from manufacturing...

Purpose – Describes how apprenticeships have contributed to organizational success at the four winners of the latest UK Apprenticeship Awards – yacht‐builder Pendennis, furniture‐maker MFW, Arcana hair and beauty and Kingscliffe Day Nursery. Design/methodology/approach – Details, for...