Purpose This study aims to understand basic elements that form and influence citizen engagement to sustain service delivery of rural water in Indonesia. Design/methodology/approach Citizen engagement is elaborated through a sociological perspective of basic elements of social life that consist...

Purpose – The paper aims to contribute to ongoing research which emphasises the expanding role of information systems and information technology (IS/IT) as an enhancer of service delivery. Design/methodology/approach – In order to explore the practical utilisation of IS/IT in the enhancement...

Purpose – The purpose of this paper is to explain how a training initiative helped to boost customer service and improve customer relations at a UK workwear‐rental supplier, despite difficult trading conditions across its sector. Design/methodology/approach – Highlights the reasons for the...

Purpose – The purpose of this paper is to examine the value of improvisation training, as used in schools of acting, in preparing front‐stage service employees perform their roles when interacting with customers as cabin crew in Aer Arann, a regional Irish airline....

Recognizing that technology is an important element of competitive strategy, the Frito‐Lay Kern facility has invested substantially in both its people and technology. Reviews the technology and process applications, highlights organizational approaches and discusses implementation issues and...