Few academic studies have investigated how information technology (IT) capability and
service process innovation can create performance gains for firms through customer service …

The emerging growth of the sharing economy demonstrates the need to understand the
factors driving this growth and the business models and practices of sharing economy …

We propose a network DEA (Data Envelopment Analysis) model that consists of internal and
external service processes and employs customer satisfaction as an intermediate factor …

This study demonstrates how a dynamic, aging chain model can support strategic decisions
in workforce planning. More specifically, we used a system dynamics model (a modeling …

The notion of decoupling thinking has been well established in the manufacturing
operations and supply chain management literature. This paper explores how this …

Technology continues to affect today's businesses in general and services in particular. With
the globalization of business, service organizations have access to many of the same …

Ambiguities in the constructs that are the building blocks of research may have hindered
advancement of service operations knowledge/research. To alleviate this situation, the …

Web Services have experienced great interest during the last years as they were expected
to act as enablers of seamless application-to-application integration both within company …

Purpose–The purpose of this paper is to study how variations in weather affect demand and
supply chain performance in sport goods. The study includes several brands differing in …

Service industries accounted for 84% of US employment in December 2007. If banishing
waste is the core value and mission of Lean, what would be the opportunity cost of delayed …