Purpose: A proposed analytical model in this research analyses the corresponding angles of the strategic triangles (Prospector, Analyzer, and Defender). The model compares the angle differences between the strategy and resource triangles with opinions from different management groups of...

Understanding the drivers of performance is fundamental to the development of operations strategy and the effective management of operations. Emerging from the service management literature, the service profit chain is a framework which draws together many assumptions about the drivers of...

This paper focuses on an important new service management strategy: the operations capabilities-service quality-performance (C-SQ-P) triad. In order to understand what generic operations capabilities influence the strategic behavior of high performing service firms, we explore three related...

Various models have been developed over the years to analyze the many facets of the flexibility of production and operations systems. This paper proposes a general framework for the modeling and analysis of flexibility. The argument hinges upon the distinction between flexibility---a property of...