When service organisations experience situations of service failure, they respond with a service recovery effort, attempting to convert a disgruntled customer into a satisfied one and increase the likelihood of repurchase. An effective service recovery system has become a competitive advantage...

This paper addresses the issue of environmental risk perception in a multidimensional framework involving perceived risks in both time and space. A representation of the probability--time&space trade-off (PTST) is obtained in which the probability--time trade-off (PTT) and the probability--space...

Based on a two-year in-depth case study in an electronics plant in Singapore, this paper examines the interaction between Production (P) and Manufacturing Engineering (ME). This interaction is rather hidden because the roles of P and ME are often consigned or executed within the manufacturing...