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Highlights Morphology of Service Failure and Recovery in B2B markets is analyzed. Eight dimensions and 62 variants are identified. 418 research gaps identified using a Variants Intersection Matrix. Service failure modes and combinations of recovery mechanisms are highlighted.

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PurposeIn this paper, the authors examine the impact of Industry 4.0 (I4.0) technologies on the relationship between total productive maintenance (TPM) practices and maintenance performance.Design/methodology/approachData collection was carried out through a multinational survey with 318 respondents from different manufacturing companies located in 15 countries. Multivariate data techniques were applied to analyze the collected data. Diffusion of innovations theory (DIT) was the adopted theoretical lens for our research.FindingsThe authors’ findings indicate that I4.0 technologies that aim to process information to support decision-making and action-taking directly affect maintenance performance. Technologies oriented to sensing and communicating data among machines, people, and products seem to moderate the relationship between TPM practices and maintenance performance. However, the extent of such moderation varies according to the practices involved, sometimes leading to negative effects.Originality/valueWith the advances of I4.0, there is an expectation that several maintenance practices and performance may be affected. Our study provides empirical evidence of these relationships, unveiling the role of I4.0 for maintenance performance improvement.

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As a continuous improvement practice, Six Sigma has been accepted globally across the service industry.In the past one decade, the application and success of Six Sigma in healthcare services has been remarkable. Despite the fact that several papers on Six Sigma have appeared in the erstwhile literature related to healthcare operations, there is a dearth of field studies highlighting the application of Six Sigma in healthcare outsourced firms, in specific to healthcare payers that engage in a non-clinical setup. The aim of this paper is to explore the role of Six Sigma within the healthcare payer outsourced firms, where error-free delivery becomes critical. The article contributes to the literature of Six Sigma in healthcare outsourcing highlighting how "Six Sigma as a methodology" could help reduce claims adjudication errors in a healthcare payer firm. The Six Sigma DMAIC project case study presented as part of the paper delivered a saving of USD 0.53 million and is a classic example of how Six Sigma can bring bottom-line impact to healthcare outsourced organizations. Managerial implications and lessons learned are discussed alongside the concluding notes.

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