Service and Operations Management

Haksever, Cengiz; Render, Barry

doi:10.1142/10433

Cited by 46 publications

(61 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Base on a service strategy by Haksever, Render, Russell, and Murdick (2000) of how to implement it into an organization or company, this study raises a question here: How does a firm (travel destination) use supply chain with low-carbon operation management as a service strategy into ecotourism?…”

Section: Methodsmentioning

confidence: 99%

The Low-Carbon Operations in Ecotourism Service Supply Chain Management

Liu¹,

Lo²

2016

JTHM

View full text Add to dashboard Cite

The ecotourism has quickly developed as the fastest growing industry in recent years. Ecotourism is one kind of tourism industry that also consists of complex service providers like travel agents, hotels, transportations (such as airplane, bus, and ship) restaurants, and destinations, connecting with operational diversity; therefore, those of supported services are linked with a supply chain together, and its management is called ecotourism service supply chain management (ESSCM). Moreover, a low-carbon operation management has also become an important challenge to ecotourism nowadays. Based on the problems of service and low-carbon operation management made together above, exploring an effective solution into ecotourism is worthy. Using ESSCM as a strategy for solving industrial problems of service and low-carbon operations management in ecotourism is explored in this paper. The contributions here include clearly explanations of what ESSCM is and how ESSCM is used with low-carbon operations as a sustainability strategy, and finally a practical case study is also examined in the end.

show abstract

Section: Methodsmentioning

confidence: 99%

The Low-Carbon Operations in Ecotourism Service Supply Chain Management

Liu¹,

Lo²

2016

JTHM

View full text Add to dashboard Cite

show abstract

“…highlight that most services defy standardization because of their variability and unpredictability 69 . Service co-production implies that a service is produced and consumed simultaneously with a customer 70 .…”

Section: Service Standardizationmentioning

confidence: 99%

“…According to the research conducted by Jylhä and Junnila, service employees, during the co-creation process, do not always know what the customers really require 71 . The service product is determined by the person who actually provides the service 72 . This specificity requires adequate understanding and use of standardization in services:…”

Section: Service Standardizationmentioning

confidence: 99%

Lean Management fundamentals with regards to services

Urban

2017

SPSUTOM

View full text Add to dashboard Cite

Abstract. Right now Lean Management is a pretty well known in manufacturing companies. But its application in the service industry reveals many doubts and gaps in knowledge. The aim of this study is the identification of the necessary adaptations of Lean principles when they are implemented in a service organization. The study is a conceptual work. The major findings of the study are the necessary adaptations when Lean principles are implemented in services:(1) the inclusion of the direct presence of the customer in the value stream, (2) the identification and elimination of waste on the customer's side, (3) the Lean philosophy must coexist with the service-oriented organizational culture, and (4) standardisation needs to be more flexible and focused on organizational knowledge increase.

show abstract

“…In the 1980s, the service sector represented almost three-fourths of the nation’s employment (Mark, 1982). In 2010, service industries comprised approximately 84 percent of the entire US economy and accounted for 82 percent of the US gross domestic product (Haksever and Render, 2013). An important consideration in the context of the services sector is service productivity (Calabrese, 2012; Grönroos and Ojasalo, 2004; Rust and Huang, 2012), which refers to “a function of internal efficiency (e.g.…”

Section: Introductionmentioning

confidence: 99%

Service productivity vs service quality: a zero-sum game?

Rew

Jung

Cha

2018

IJQRM

View full text Add to dashboard Cite

Purpose The purpose of this paper is to verify the relationship between productivity and quality in the services sector. More specifically, this study investigates the relationship between productivity and customer satisfaction and its effect on a firm’s performance. In addition, this study investigates the roles of productivity and customer satisfaction in the structural relationships among variables. Design/methodology/approach A theoretical model was proposed among innovation, productivity, customer satisfaction and firm performance. A sample of 127 firms from data sets of the American Customer Satisfaction Index and COMPUSTAT was collected. To test the hypotheses, this study used ordinal least squares analysis and path analysis. Findings The findings of this study verified that a positive relationship exists between productivity and customer satisfaction and that service productivity and customer satisfaction are positively associated with a firm’s performance. In addition, customer satisfaction was found to fully mediate the relationship between productivity and a firm’s performance. Research limitations/implications This study only focused on a short period for each variable due to the difficulty of matching all the data sets used for measuring each variable, which limited the observation of the different effects of service productivity among industries. Practical implications The findings of this study suggest that managers can improve productivity without sacrificing customer satisfaction. In addition, services firms should consider innovation, productivity and customer satisfaction in a holistic way because all of these affect a firm’s performance. Furthermore, services firms need to pay more attention to customer satisfaction, which plays an important role as a mediator in increasing a firm’s performance. Originality/value This study highlights the importance of the relationship between productivity and customer satisfaction in the services sector. In particular, this study extended the theory of service productivity by Rust and Huang (2012) to explore the role of service productivity and customer satisfaction in measuring a firm’s performance.

show abstract

Service and Operations Management

Cited by 46 publications

References 0 publications

The Low-Carbon Operations in Ecotourism Service Supply Chain Management

The Low-Carbon Operations in Ecotourism Service Supply Chain Management

Lean Management fundamentals with regards to services

Service productivity vs service quality: a zero-sum game?

Contact Info

Product

Resources

About