Business companies are increasingly dealing with external sourcing agents in today’s marketplace. However, few research studies have investigated how purchased business services should be governed after the sourcing decision, during the interaction between buyer and seller. In this study, we...

The prominence of business services in the global economy has become self-evident. The amount of money involved in sales of products and services to business buyers are ever-increasing and much higher than those to individual consumers (Kotler, 2003, Jackson and Cooper, 1988). As organizations...

Service level agreements (SLAs) enclose the conventions between a service provider and a customer about the minimal acceptable service delivered. Despite the managerial importance of these agreements there are little writings outside the IT on this topic. This article gives an overview of the...

This paper looks at how process orientation can be measured using data from one large European University hospital. After a restructuring in divisions and the implementation of the care programs and clinical pathways, hospital management came to the conclusion that they had no tools to evaluate...

This is the first field study examining the link between waiting and various dimensions of service quality in outpatient clinics. We investigated pre-process waiting in 9 outpatient clinics in a single hospital to test the effect of selected waiting experience variables on the evaluation of...

Despite the growing body of literature on different employee behaviors such as organizational citizenship behavior or boundary spanning behavior, few research studies have investigated the impact of both in-role and extra-role behavior on performance outcomes, especially in business services...

Research paper<br> Purpose<br> Despite the increased outsourcing of support services and their growing impact on the business industry, academic research on support services is not extensive. The purpose of this study is to examine the impact of support services on the satisfaction of end-users – i.e....

Hospital Physician Relationships (HPRs) are of major importance to the health care sector. Drawing on agency theory and social exchange theory, we argue that both economic and noneconomic integration strategies are important to effective management of HPRs. We developed a model of related...

This paper looks at how process orientation can be measured using data from one large European University hospital. After a restructuring in divisions and the implementation of the care programs and clinical pathways, hospital management came to the conclusion that they had no tools to evaluate...

Service Level Agreements (SLAs) enclose the conventions between a service provider and a customer about the minimal acceptable service delivered. Despite the managerial importance of these agreements there are little writings outside the IT on this topic. This article gives an overview of the...