Purpose – The research aim is to identify and evaluate “value” and “effectiveness” in the system of temporary staffing in one NHS Trust. Temporary staffing, known as Bank and Agency (B & A) staffing, is an increasing proportion of NHS expenditure (Bank staff are already contracted with...

Purpose – The purpose of this paper is to investigate the efficiency levels of the decision‐making units within the public hospital laboratories in using their supply chain towards meeting the satisfaction of doctors. Design/methodology/approach – Data were collected from two senior...

Purpose – The advent of the internet has dramatically changed the retail landscape. Online purchases have been increasing annually for the past several years, yet only account for 6 percent of total purchases. With the potential for growth being relatively unlimited, many online businesses...

Purpose – The purpose of this paper is to develop a model for physician staffing requirements that could be generally applied to any hospital department, taking into account factors such as occupancy level, professional absences, allowances, physician work duties and patient service levels....

Purpose – The motivation for this paper arises from the evolution of the e‐commerce which has provided new means for retailers to serve customers. Pure e‐tailers and clicks‐and‐mortars are two business models of this new paradigm. It aims to study the particularities of pure e‐tailer...

Purpose – The purpose of this study is to highlight a key strategic initiative within the former ADC Company (now part of TE Connectivity) called “Lean Pull Replenishment”, designed and implemented to achieve Six Sigma customer service excellence. This case study would also help facilitate...

Purpose – When comparing and contrasting features of the public service sector with those of the private service sector, the differences between the notions of customer and citizen, notable in the past, are now blurring. Whilst acknowledging the important differences that exist between the two...

Purpose – The purpose of this paper is to present a conceptual and empirical analysis of the rationale and enactment of consumer discourses in reformed British welfare administration, through a focus on consumption and the service interaction. The paper aims to explore how administrators use...

Purpose – The paper aims to help companies develop a better understanding of customer needs through quantitative analysis of Kano's model. Design/methodology/approach – A novel approach is developed to measure and quantify the relationships between customer satisfaction and the fulfillment...

Purpose – This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector. The primary contribution is the insight offered regarding what factors affect service quality and the BSQ Index,...