Purpose – Failures represent an important source of variability in service operations and a major performance challenge. As a consequence, the effective management of failures is a prerequisite to achieve lean services. The purpose of this paper is to focus on the operational perspective of...

Purpose – Competitive dynamics are placing greater emphasis on customer experience, making the management of the last 100 meters of the supply chain critical to differential performance. Traditionally, supply chain design has emphasized two processes: new product development and order...

Purpose – The purpose of this paper is threefold: first, to evaluate how the service process of the market leader differs from the other actors’ processes and whether the service process explains the success of the market leader; second, to identify the success factors of the service...

Purpose – The purpose of this paper is to examine the quality of service of a South East Asian country's military facilities management organisation. Design/methodology/approach – An interview survey and questionnaire survey were used to obtain a description and summary of stakeholders’...

Service and product support are increasingly critical elements in the achievement of customer satisfaction and winning new markets. The success of a product support strategy depends on how effectively these services are delivered. The focus of this paper is on performance enhancement through the...

Purpose – The purpose of this paper is to test the moderating effects of technological and demand uncertainties on the relationship between supply chain integration and customer delivery performance. Design/methodology/approach – Based on a survey questionnaire with 151 participants in the...

Purpose – Governmental agencies are interested in improving the quality of their service delivery. One tool that has been used to manage their performance is performance based reward schemes (PBRS). The aim of this paper is to examine the degree to which a sample of these plans, used within...

Purpose – To discuss the importance of the relationship between service providers' positive affective displays, the value of a “real” smile within the consumers' perception of authentic service delivery and how these relate to satisfaction and future intentions. Design/methodology/approach...