International Journal of Service Industry Management: Volume 1 Issue 3
Table of contents
Management Consulting: Towards a Successful Relationship
Bo EdvardssonAn empirical study of management consultancy in Sweden ispresented. It focuses on critical factors in the purchasing process,mainly from the purchaser′s point of view. Purchasing…
A Taxonomy for Service Processes and its Implications for System Design
Urban WemmerlövThe growing importance of service delivery highlights the need forwell designed and operated service systems. A frame‐work, developed fromthe perspective of an operations manager…
Managing the Service Encounter: A Focus on the Employee
Barbara R. Lewis, Thomas W. EntwistleThe service encounter between an organisation′s employees and itscustomers, and the ensuing implications for service operations andmanagement are important. Attention is focused…
JIT Implementation within a Service Industry: A Case Study
Satish Mehra, R. Anthony InmanJust‐in‐time (JIT) philosophy has been primarily used inmanufacturing operations to manage materials and other productionactivities. However, JIT can be applicable in service…
Promotion Strategies for Hierarchically Organised Professional Service Firms: Is “Up or Out” Always the Best?
Charles Baden‐Fuller, John BatesonIt is argued that in a hierarchically organised professionalservice firm the appropriate long‐term promotion strategy is “upor out”. This argument is based on both a theoretical…