Purpose – The purpose of this paper is to examine the institutional factors that affect the productivity of individuals in the field of operations. Design/methodology/approach – This study identifies a sample of graduates from PhD programs in operations and utilizes a partial least squares...

Purpose – This research aims to utilize a social network analysis approach to examine the effect of organizational position within a network of strategic partnerships on innovation as measured by perceptions of industry analysts. Specifically, the purpose of the paper is to examine how network...

Purpose – The purpose of this paper is to investigate the customer’s perception of customer-firm, customer-employee, and employee-firm fit and to assess how these fits impact the service experience. Design/methodology/approach – The paper looks at the impact of fit on the service...

Purpose: The purpose of this paper is to examine the influence of different antecedent factors (contingencies) on the design of a service recovery system (SRS). Design/methodology/approach: A conceptual model was framed and a series of hypotheses generated and tested using data from 158...