Hospitals today are posed with many requirements arising from government regulations and financial incentives to improve patient experiential quality. An administrative challenge thus results from hospital complexity, which can circumvent efforts to enhance experiential quality. This study...

Many firms today compete on their ability to deliver customer orders quickly and reliably. While researchers have proposed numerous factors believed to affect delivery performance, little empirical research has examined such factors using longitudinal data from real world manufacturing...

We examine the longitudinal impact of service mix on cost efficiency in U.S. acute care general hospitals. We propose two different dimensions of service mix, with the first dimension capturing internal emphasis on specific service lines (i.e., specialization) and the second dimension reflecting...

Many service firms deliver services via a mix of internally developed and delivered (i.e., insourced) and externally developed and delivered (i.e., outsourced) service processes. Service process outsourcing is especially common in e-retailing. Portions of e-retail customer ordering processes and...