This article compares the influence of service quality on customer satisfaction in the United Kingdom and the United States and considers the moderating effect of systematic customer feedback and complaint processes. Propositions are developed concerning country differences based on British...

Although the importance of operations in reaching world-class competitiveness has been highlighted in the operations management literature, small and medium-sized companies (SMEs) have been found to have a poor uptake of world-class practices. Reports on a study of 285 SMEs located in Italy, the...

This paper is concerned with the discipline of Operations Management. The paper looks at the convergence and divergence of research in OM in Scandinavia, the US, and the UK. The three different research traditions are described and analysed separately and then compared and contrasted. A short...

This paper provides a cross-country examination of service management practice and performance of service organizations in the UK, the US, and Germany. The findings reported are based on a sample of firms from the international service study from four service sectors: financial services,...

In part, cultural differences between Japan and the West have been cited as contributing to fundamentally different manufacturing strategy orientations. One cultural difference is psychological attitudes toward time, which may lead to different emphases on long-term and short-term goals and...

Voss et al investigate the link between benchmarking and operational performance using a sample of over 600 European manufacturing sites. Benchmarking is linked to the identification and adoption of improved operational practices, an increased understanding of competitive positioning, and the...

Presents the results of a study examining differences in world-class manufacturing practices and performance between the UK and Germany, based on a sample of more than 500 German and British manufacturing plants. Suggests that although German superiority persists in many areas, it may not be as...