The opportunities, constraints and limitations of transferring an operations management approach to public professional services are illustrated through a detailed analysis of two alternate designs for a social service process: a flow shop and a continuous intervention process. Trade‐offs...

The search for service quality and the division of work between front office employees and backroom workers as the core of service design are examined. Discussion centres on whether the server′s task should encompass more backroom work to avoid duplication and delay or be more limited to...

Purpose – The purpose of this paper is to explore a central issue in industrial marketing, namely the buyer‐seller relationship, by focusing on how its development influences and is influenced by the use of B2B e‐commerce strategies. More specifically, the paper aims at identifying what...

Empirical evidence from a sample of independent and privately held specialized suppliers all of which are engaged in formal R&D activities shows that specific R&D-related capabilities are determinants of different types of export performance. The major contribution of this paper is to take into...